Service Manager

Service Manager – Managed Services Hybrid (1-2 Days in Office per month) £40,000 - £50,000 We have an exciting opportunity for a Service Manager to join a managed services provider in Bristol. The role will be predominantly home-based, with 1-2 days working from their Bristol office per month and on-site client visits as needed. Working within an extended team of 4 x Service Managers, you’ll own a portfolio of managed service customers, ensuring delivery aligns with contractual commitments, business objectives and agreed scope. You’ll guide customers through the full-service lifecycle, onboarding, performance management, continual improvement and major incident response, acting as their trusted partner throughout. Key Responsibilities: * End-to-end management of Critical Path * Consult with project and transition teams during onboarding. * Ensure stakeholder buy-in to deliver projects smoothly and to scope. * Analyse service performance against SLAs, KPIs and utilisation allowances. * Produce detailed reporting with insights and recommendations. * Identify trends and improvement opportunities using performance data. * Apply ITIL best practice to mitigate risks and manage incidents. * Act as an escalation point for customers and internal teams. Experience & Skills * Background in an IT service environment with ITIL lifecycle exposure (Certification a bonus). * Experience engaging senior stakeholders and leading teams. * Skilled in ITSM tools, BI dashboards, Excel and PowerPoint. * Strong analytical, communication and presentation skills. * Confident handling major incidents and escalations. * Customer‑centric mindset with strong organisational abilities. Successful applicants can expect a salary of £40,000 - £50,000 depending on experience, as well as a company-wide bonus scheme. Please include your current location on your CV or application. Applications without a location may not be considered. If you are relocating, please state both your current location and your intended relocation area