Description:
An exciting opportunity has arisen for an experienced Service Manager to join a growing software solutions provider. This role offers the opportunity to lead the delivery of services across software implementations, customer support, professional services, and screening solutions. You will play a key role in shaping and scaling the organisation's service function.
Key Responsibilities
- Oversee the delivery of software implementations, support services, and professional services, ensuring projects are delivered efficiently, on time, and within budget.
- Manage customer escalations, ensuring timely resolution and maintaining high levels of client satisfaction.
- Define, monitor, and report on service levels and KPIs, implementing improvements where required.
- Work closely with Product, Technology, and Account Management teams to align service delivery with business objectives and drive continuous improvement.
- Lead, develop, and scale the professional services function, including screening, outsourced processing, and disclosure services.
- Act as the internal subject matter expert for DBS processes and compliance requirements.
- Drive the growth and development of screening and verification services while balancing operational efficiency with service quality.
- Coordinate and support client audit requests, ensuring information is gathered and validated accurately.
Skills & Experience
- Previous experience in a Service Manager, Operations Manager, Professional Services Manager, or Customer Success leadership role.
- Minimum of 5 years' experience working within onboarding, screening, compliance, or regulated industry environments.
- Experience working closely with Software Development, Product, or Technology teams.
- Strong understanding of service management principles, KPIs, SLA management, and operational performance monitoring.
- Excellent communication and stakeholder management skills, with the ability to build strong relationships across departments and with clients.