Service Manager S2

CompanyWavenet

LocationKent, England, United Kingdom

Posted At3/6/2026

UK Visa Sponsorship Analytics

Analytics are greyed out due to low classification confidence (45.0%).

Occupation Type

Production managers and directors in manufacturing

Occupation Code Skill LevelHigher Skilled

Sponsorship Salary Threshold

£55,000 (£28.21 per hour)

Occupation rate applies

Above analytics are generated algorithmically based on job titles and may not always be the same as the company's job classification. You can also check detailed occupation eligibility, and salary criteria on our UK Visa Eligible Occupations & Salary Thresholds page.

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Description

Company Description

Wavenet is a managed services provider offering cybersecurity, communications, and connectivity that grows with our customers businesses no matter what the future holds.

Since 2000, weve been keeping businesses connected.

At Wavenet, we dont just provide solutions for today but for tomorrow, too. Were always thinking ahead of the technology curve, so our customers feel confident that when they work with us, were striving to make their business future-proof.

Customer success is our success. We go the extra mile in providing superior service quality and unparalleled customer experience, becoming an extension of your business, and always delivering on our promise to make their business brilliant.

Job Description

Are you passionate about delivering exceptional customer service and driving continual service improvement? Were looking for a Service Delivery Manager to act as the key point of contact for assigned customers, ensuring we deliver against contractual commitments while identifying opportunities for service and revenue enhancement.

This is a customer-facing and internally collaborative role, where youll be responsible for managing customer relationships throughout the service lifecycledelivering clear communication, maintaining accountability, and driving satisfaction across all touchpoints.

Key Responsibilities

Own the customer contract and service obligations, identifying risks or gaps and implementing mitigation strategies.

Plan, lead, and document structured Service Review Meetings with key stakeholders.

Deliver comprehensive Service Management Reports and lead ongoing improvement plans.

Act as the escalation point for internal and external customer service concerns.

Partner with Account Management to align on strategic goals and drive new opportunities.

Review customer P&Ls to ensure contract profitability and efficiency in service delivery.

Monitor and report on KPIs, SLAs, and service performance to meet customer expectations.

Provide detailed business reporting and forecasting to internal and external stakeholders.

Support broader service initiatives and collaborate across departments to improve customer experience.

What Success Looks Like

High levels of customer satisfaction (NPS & service management surveys)
Strong customer retention and account growth
Increased revenue and identification of upsell opportunities
Profitability through cost-effective service delivery
Consistent SLA performance and service excellence

Qualifications

Experience & Qualifications

ITIL V4 Foundation (essential); additional ITIL modules are a plus
2+ years of experience in a customer-facing service management role
Background in IT, Managed Services, or Telecoms industry
Experience managing multiple customers/accounts
Proficient in Microsoft Office applications
Experience working with P&L and understanding commercial impacts
Familiarity with ServiceNow or similar ITSM platforms

Skills To Succeed

Exceptional communication skills (written and verbal), including executive-level engagement
Strong negotiation and influencing ability
Customer-centric mindset with a passion for delivering value
Resilience and ability to thrive in a fast-paced, demanding environment
Organised, self-motivated, and capable of managing competing priorities
Skilled at driving change, meeting deadlines, and leading improvement initiatives

Additional Information

At Wavenet, we offer more than just a job we provide an exceptional environment and a wide range of benefits to support your success from day one. With us, youll enjoy a generous starting annual leave allowance, private medical coverage, discounted health plans, an eye care scheme, and comprehensive health and wellbeing programs, all backed by a dedicated in-house Wellbeing Team.

We Believe In a Strong Work-life Balance, Rewarding Your Commitment With An Additional Day Of Annual Leave Each Year, Reaching Up To 28 Days. Heres a Closer Look At What We Offer

Hybrid Working: A flexible hybrid model, typically 34 days per week in one of our offices, with the option to work from home where appropriate.

Annual Leave: Begin your journey with 25 days of leave, increasing by one day per year up to 28 days our way of saying thank you for your dedication.

Health & Wellbeing: Your wellbeing is a priority. Enjoy private medical coverage, discounted health plans, virtual GP access, an eye care scheme, and a comprehensive employee assistance programme, all supported by our internal Wellbeing Team.

Ready to join the UKs largest managed service provider?

Apply today or contact our friendly Talent Acquisition Team for more information.

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