Service Manager

Service Manager

Alscient,

Leeds, England, United Kingdom (Hybrid)

Role

To support our ongoing growth, we are currently seeking an experienced, customer-focused Service Manager responsible for driving outstanding service and support within our ITSM Function.

The successful candidate will be responsible for overseeing incident, problem, and change management aligned with ITIL best practices, driving continual service improvement and ensuring performance against SLAs.

The role involves working closely with delivery teams and key stakeholders in understanding customer needs to provide outstanding service, build lasting relationships and ensuring the delivery of value from our tailored solutions.

This is an exciting and hands-on opportunity to make a real difference by putting customer success and service quality at the centre of everything we do.

Why Alscient?

We are experts in digital transformation and are proud to be Summit level Salesforce Partners and Advanced tier AWS Partners with over 15 years of proven experience developing solutions, supporting services and driving customer success.

Our certified consultants and developers build futureproof, innovative cloud solutions and provide managed services in sectors like health, transport, telecoms, social housing and others.

We provide great opportunities for people to develop and grow their career, alongside a fulfilling and enjoyable environment that supports that growth, while working with the best people and teams around.

What’s in it for you?

From your first day we will provide you with everything you need to succeed, we just need you to play your part, there will be lots to learn, but we will be there to support, guide and help at every stage.

We guarantee a welcoming, inclusive, and supportive culture working on exciting and progressive services.

You will be rewarded with a market leading salary, healthcare, pension, flexible working options and a personalised development plan to match your ability and ambition, ensuring your personal and professional growth is in line with our commercial development.

What do we need from you?

As an Alscient Service Manager we expect you to be able to hit the ground running, you will have initiative, be self-motivated and keen to make a difference for your customers.

You will be passionate about your work, technically adept, open with those you work with, and keen to do your best to support your colleagues and teams.

Your previous service management experience will ensure you are confident with case supervision, building and enhancing case management capability, whilst providing excellent customer service.

We want our service managers to be excited about modern technologies and get hands-on with cases, driving innovation and improvements, as well as having a track record of leading a successful service team.

Key Responsibilities

• Service Delivery Performance - Monitor SLAs, resolution times, and feedback cycles in alignment with ITSM principles to ensure consistent service quality.

• Incident & Change Management - Direct incident, problem, and change management activities in accordance with ITIL standards, ensuring rapid issue resolution, root-cause analysis, and long-term service stability.

• Technical Collaboration - Liaise closely with Salesforce and AWS specialists to coordinate upgrades, patch releases, and enhancements, ensuring minimal service disruption and adherence to ITSM change protocols.

• Customer Success - Cultivate strong customer relationships using your established stakeholder management skills, with regular reviews, transparent reporting, and support for agreed technical roadmaps, all underpinned by sound ITSM practices.

• Service Role Model - Mentor and coach support team members, promoting ITSM and ITIL best practices across all service delivery areas to build a high-performing, process-aware team.

You will have:

• Proven experience - at least three years of managing ITSM-based service delivery .and supporting Cloud environments.

• Demonstrable ITIL experience - able to deliver ITIL-aligned service management to external customers, including identifying service improvement opportunities through case and incident trend analysis.

• Solid grounding in ITIL - hands-on experience with incident, problem, and change workflows in complex, multi-vendor infrastructures.

• Excellent stakeholder management skills - focussed on service excellence and customer success, supported by ITSM reporting and communication practices.

• A data-driven mindset — comfortable with ITSM toolsets, dashboards, performance metrics, and SLA monitoring.

• Excellent coaching skills - able to embed a culture of ownership, accountability, and shared success using ITIL service principles.

• Strong communication skills – a flexible mindset and an agile, practical approach to problem solving within ITSM frameworks.

Think you’re a good fit?

if you think you are a good fit and have a hunger to develop your career with us, get in touch.

Benefits and Opportunities:

• Excellent market leading salary.

• A benefits package including life assurance, pension, and healthcare.

• Company annual performance related bonus scheme.

• A generous holiday allowance, including a day off on your birthday.

• A flexible working policy.

• An inclusive, supportive, and welcoming culture.

• Exciting services at the fore front of developing technologies.

• Personalised development plan.

If the above excites or interests you, please contact [email protected] attaching your CV.