Service Management Manager

Job Description

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About the role

The Service Management Manager manages a team to implement Service Management programmes and strategy, driving excellence and ensuring that customers thrive.

What you’ll be doing

1. Coordinates the upkeep of a customer-centric focus across a team, driving high levels of customer satisfaction.
2. Ensures service management performance consistently delivering outcomes and the customers receive the contracted service and support, driving ever improving KPIs, ensuring compliance.
3. Manages delivery performance to ensure milestones and dates are achieved against agreed time quality and cost objectives
4. Ensures processes aligned with the group including change management, service governance and assurance, risk and data management.
5. Monitors commercial and operational aspects of bids on managed service opportunities from new and existing customers, contributing to potential ideas for service and ensuring that the customer service expectations can be met.
6. Coaches talent, and manages a team responsible for service introduction, service management, configuration management along with the tools or processes to make sure any new/existing applications and platforms are built or set up by adopting the best practices prescribed by functional leadership, developing current and future team capabilities and ensuring performance through upskilling, development and recruitment.
7. Ensures service management teams deliver on consistency with security and compliance policies and procedures within service/solution operation scope.
8. Ensures best practice processes driving high customer satisfaction and technical outcomes, ensures the key functional processes are well defined and clearly understood by the team.
9. Manages data and reporting of KPI's and trends, with recommendations for improvement, to ensure the service is suitably managed and optimised.
10. Coordinates the implementation of automations delivering on opportunities for enhancement, reviewing and assessing the technology needs of the function to ensure that it is fit for purpose, is kept up to date and used to support the agreed deliverables.
11. Champions, continuously develops and shares with team knowledge and industry best practices on emerging trends and changes in service operations.
12. Implements ways to improve working processes within the area of service management, such as first-time fix rates through better process, technology and management.
13. Acts as the BT representative and expert for internal and external audits.

Essential Skills / Experience

Desirable Skills / Experience

Our Package

Openreach is the UK’s leading digital infrastructure business, responsible for building and maintaining the fixed network that connects millions of homes and businesses across the country. While wholly owned by BT Group, Openreach is a legally separate, independently governed business, with its own strategy and operating model. Openreach’s customers are the 600+ communications providers who sell phone, broadband and Ethernet services to UK homes and businesses.

Right now, Openreach is building the UK’s largest full fibre broadband network. It’s on track to reach more than 25 million premises by December 2026 and it’s laying the foundations for the country’s connectivity for decades to come. This is nationally significant work, supporting economic growth, regional development and everyday life for millions of people.

Operating in a highly regulated environment, Openreach works closely with industry partners, governments and communities to deliver a network that’s reliable, fair and future ready. We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected. These behaviours unite us as one team to better deliver for our colleagues, our customers, our stakeholders and the country. Joining Openreach means playing a direct role in one of the UK’s most ambitious infrastructure programmes, with real purpose, independence and impact.