Careers

Sabio Group

Service Manager

As the business unit with the largest and most profitable clients in the Sabio group, the UK markets sales organisation play a critical role in ensuring the ongoing financial health of the overall group business. The teams operate in a vertical structure, focused on the growth of revenue within the existing Sabio client base whilst onboarding strategically important prospects into the market.

The Service Manager is responsible for leading a client centric approach to the effective delivery of contracted services provisioned to all clients within their aligned vertical market. In conjunction with having direct responsibility for the delivery of service into their aligned strategic accounts, they also lead a team of service managers and provide line management, leadership and coaching to all team members in the vertical market in line with Sabio’s values and behaviours to build a high performing function.   

The role holder will take overall accountability for all service delivery commitments and is the primary point of contact for senior client interactions including issues, feedback, suggestions and escalations within their market. Client satisfaction and sentiment is a key metric and of paramount importance, with building effective service improvement strategies to improve client satisfaction a critical part of the role.

The role holder will work collaboratively with the Head of Market to assist in the strategic identification, growth and delivery of opportunities with their aligned vertical, along with supporting the development of proposals and presentation to existing and prospective clients. This will be critical as Sabio continue to onboard new technology partners, along with our own IPR solutions, and as such the role holder will be expected to continuously review and enhance the service propositions required to facilitate the delivery of service into their market.

There will additionally be a requirement for a close working relationship with the Client Success team to drive the implementation of identified CX initiatives, as well as assisting in shaping the future strategic direction of Service Delivery within the business

Key Responsibilities

The Service Manager holds the most senior service role within the UK Commercial Team and will provide the benchmark for the rest of the service organisation. The holder of the position will be responsible directly for the delivery of market leading service management to their own aligned accounts, whilst ensuring that their skills and capabilities are transferred into the rest of the market as they lead their team on a journey of continuous service improvement.

The individual will be widely known and highly regarded in the industry, with the ability to own the whole service engagement process for their aligned accounts whilst balancing their time to ensure their wider team perform and deliver against their own service management objectives.

This role will involve working flexible hours based on workload in order to meet internal & client commitments, and a significant amount of travel to client locations is expected.

Leadership - Ability to lead a remote team with natural gravitas and role-modelling behaviours - motivating staff through positive employee engagement and open communication.  Provides day-to-day general management for all vertical service managers, sets and agrees clear objectives with all team members - regularly monitoring their performance by validating their achievements whilst identifying learning opportunities via the Sabio PDR mechanism.

Team Development – Provide clear direction to the Service Managers to ensure a high level of clientt service is delivered to our clients at all times, whilst guiding their development towards more senior roles within the business.

Continuous Service Improvement – Owns and promotes continuous service improvement on an ongoing basis to continually improve quality, client satisfaction and client retention,

Cross Functional Collaboration - Working alongside the Client Success team, build out the future strategy of the Service Management function within the new technology market spaces that Sabio now operates within, underpinned by a focus on future CX trends and initiatives.

Client Retention – Work closely with the sales team to support the retention and extension of client support contracts on profitable commercial terms.

Client Governance - Oversee governance across all areas of service management, including incident management, change management, service management and client satisfaction to ensure the highest possible level of operational service delivery within the vertical market.
 
Client Engagement - Attend a regular cadence of client meetings, such as Quarterly Business Review meetings – Define and implement strategic partnership reviews with all Sabio tier clients throughout the FY identifying common themes for improvement.

Best Practice - Lead and champion industry best practice service management standards and processes with consistent application, underpinned by an ITIL service framework.

In-Role Support - Assist the service team in driving a culture of continuous service improvement within their client base account, ensuring that Sabio are introducing clients to new innovative CX strategies and supporting the sales team to identify opportunities to grow Sabio’s wallet share.

Market Knowledge - Understand client’s strategy and business drivers across the market, working closely with the wider sales and presales and consultancy team to support and progress key upsell and cross-sell service opportunities.

Client Relationship Building – Build and maintains effective long-term relationships and a high level of satisfaction with key stakeholders at multiple levels within assigned client accounts and supports the team in developing their own capabilities.

Sabio Relationship Management - Build and maintain relationships with internal stakeholders to support client relationship, ensuring that appropriate communication occurs among and between all Sabio constituency groups. Provides proactive feedback to all support and delivery teams regarding performance as perceived by the client to drive service improvements to meet client requirements.
 
Contract Governance - P&L management of assigned client base including all aspects of commercial acumen; driving client profitability, tracking and improving aged debt, invoice accuracy and incremental CRs.

Business Engagement - Represent the team and department in relevant longer-term company initiatives and projects connected to high value clients and prospects.

Personal Development - focus on continuously developing own personal skills, knowledge and approach in a way that makes you feel more effective at your role. Make this part of your day-to-day role and be forgiving enough to recognise weaknesses and improve upon them.

Business Intelligence – Be seen as an expert on the aligned vertical market, and work with clients to understand their critical success factors in their industry to support the sales and marketing team in building more effective go-to-market propositions.

Skills Knowledge and Expertise

  • Extensive industry knowledge with a minimum of five years’ experience of service delivery within the UK market.
  • In depth understanding of the Customer Service, Digital and Cloud technologies marketspace in which Sabio operates.
  • Has a complete understanding of business, financials, products/services, the market and the needs/challenges of clients in the marketplace; develops colleagues' and client’s understanding; is recognised as an expert in many areas.
  • Innovative and creative approach to problem solving with proven tangible outcomes in respect to devising and implementing solutions to complex business problems.
  • Previous matrix management and people management experience coupled with an understanding of what it takes to manage people across different departments internally. 
  • Demonstrable knowledge and exposure to delivering a support services/ managed service to a large contact centre environment.
  • Demonstrable technical knowledge of contact centre applications and infrastructure 
  • Excellent working knowledge of the ITIL framework in a managed service environment
  • Strong leadership skills with the ability to communicate effectively on both technical and business issues. 
  • Excellent spoken and excellent written English: able to explain issues clearly and in detail to a variety of audiences.
  • Strong computer skills: Word, Excel. Outlook, PowerPoint.
  • Excellent communication & presentation skills with the ability to confidently present to senior people.
  • Strong interpersonal skills in building and maintaining collaborative relationships with cross functional teams with a desire to exceed client expectations.
  • Strong team player, able to influence and lead a successful strategy within a matrix organisation.
  • An energetic approach & a can-do positive attitude.

The Small Print

Strictly No Agencies; any submission of resumes without prior request from Sabio Group will not be deemed as an introduction and therefore will not warrant an introduction fee.
 
All applicants must have the right to work in the territory to which the role relates (UK & EU).
 
Sabio Group are unable to offer sponsorship on any roles advertised. 
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Department
Sales
Employment Type
Full Time
Location
London

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Did you know?
Sabio is Spanish for 'wise', and is associated with King Alfonso X 'El Sabio' (1221-1284).
The name Sabio reflects the importance we place on the quest for knowledge, achievement and embracing the benefits of the diversity.
Discover more about Sabio