Senior Service Manager

About the Role
As a Senior Service Manager here at UBDS you will help direct and manage high profile Managed Services programs for several of our key strategic clients. You will be the main contact for the customer relationship as it relates to service delivery, ensuring that the customer receives world class service and an outstanding experience at all times.

Responsibilities

• To act as the Senior Service Manager for one or more customer managed services, ensuring customer experiences exceed expectations.
• Day-to-day client management and meeting service level (SLA) commitments for our clients by leading/influencing a number of internal resources
• This individual reviews and approves all managed service deliverables, interprets the contract/SOW, serves as the primary escalation point for client personnel, and acts as the key resource held accountable for quality of delivery and customer satisfaction.
• Ensures that proposed managed service offerings meet the outcomes required by the customer, liaising with senior UBDS stakeholders to ensure the service catalogue is continually updated in line with emerging technologies and trends.
• Proactively manages the resolution of risks, including taking a lead role in coordinating customer, UBDS and 3rd party supplier resources to resolve customer issues and drive cross-functional issues to closure.
• Proactively manages compliance with agreed service levels and contractual obligations, escalating to management when appropriate.
• Proactively formulates and takes corrective actions to mitigate service performance risks and issues, and alerts management of potential problems when appropriate.
• Correctly sets operational expectations with customers, and ensures effective scope control.
• Ensures regular customer Service Reviews take place, in line with contractual and other requirements, and delivers regular service status and service performance via customer dashboards and self-service portals.
• Ensures high quality, timely, relevant and accurate management information is provided at all times, and is made available in real time wherever possible.
• Proactively drives continual service improvement for all customer engagements and relevant internal UBDS services, to ensure customer outcomes are met, and wherever possible that customer expectations are exceeded.

Requirements

About You

• You will be passionate about delivering outstanding customer services, and ensuring excellent user experiences.
• An outstanding communicator, confident in working with stakeholders in operational and management roles.
• A strong team player, capable of building bridges across multiple teams, including internal and customer resources.
• Excellent attention to detail, and an aptitude and willingness to learn.
• Previous working experience in a customer facing role, focussed on Service delivery.
• Comfortable working closely with technical and non-technical stakeholders to drive service quality.
• Existing knowledge of Service Design and ITIL v3 / v4 processes will greatly help you in this role.

Nice to Have

• Technical understanding or awareness of Cloud Network, Cloud Infrastructure and Cloud Security Technologies
• Change Management with a good understanding of delivery process
• Managed Service/Solutions Provider background desirable
• ITIL, Prince 2 certifications or equivalent is a bonus

Benefits

Why people choose to grow their careers at UBDS Group

Professionals choose to grow their careers at UBDS Group for its reputation as a dynamic and forward-thinking organisation that is deeply committed to both innovation and employee development. At UBDS Group, employees are given unique opportunities to work on cutting-edge projects across a diverse range of industries, exposing them to new challenges and learning opportunities that are pivotal for professional growth. The Group’s culture emphasises continuous improvement, offering ample training programs, mentorship, and the chance to gain certifications that enhance their skills and marketability.

UBDS Group fosters a collaborative environment where creativity and innovation are encouraged, allowing employees to contribute ideas and solutions that have a tangible impact on the company and its clients. This combination of professional development, a culture of innovation, and the opportunity to make meaningful contributions makes UBDS Group an attractive place for those looking to advance their careers and be at the forefront of technological and operational excellence.

Employee Benefits

• Training – All team members are offered a number of options in terms of personal development, whether it is technical led, business acumen or methodologies. We want you to grow with us and to help us achieve more
• Private medical cover for you and your spouse/partner, offered via Vitality
• Discretionary bonus based on a blend of personal and company performance
• Holiday – You will receive 25 Days holiday, plus 1 day for Birthday and 1 day for your work anniversary in addition to UK bank holidays
• Electric Vehicle leasing with salary sacrifice
• Contributed Pension Scheme
• Death in service cover
• Hybrid Working – UBDS Group offers a flexible working environment to help enable you to operate at your maximum regardless of your location. With offices in London & Manchester we offer a culture that is focussed on outcomes and giving you a work life balance but at that same time creating and driving a culture of inclusivity and togetherness

About UBDS Group

At UBDS Group our mission is to support entrepreneurs who are setting new standards with technology solutions across cloud services, cybersecurity, data and AI, ensuring that every investment advances our commitment to innovation, making a difference, and creating impactful solutions for organisations and society.

With a portfolio including UBDS Digital and Rayo, UBDS Group Companies proudly offer comprehensive, end-to-end digital solutions tailored for both the public and private sectors. By harnessing the strengths of leading technology partners, we deliver innovative strategies, services and solutions that address complex challenges and drive significant value. Our services cover digital consulting, cloud platforms, data and ai, cybersecurity, managed services and delivery management.

Equal Opportunities

We are an equal opportunities employer and do not discriminate on the grounds of gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age.