Service Account Manager
Service Account Manager
Are you committed to delivering excellent customer service and leading high-performing teams? We're looking for a Service Account Manager to take ownership of the end-to-end delivery of services for an assigned customer. You will ensure contractual commitments, service standards, performance measures and user experience outcomes are consistently achieved.
The Service Account Manager is responsible for building trusted customer relationships, acting as the senior operational point of contact and ensuring customers receive excellent service. The role leads governance forums, owns service performance, drives service improvement activity and uses operational data to identify opportunities to increase value, improve customer outcomes and enhance service efficiency.
Core Responsibilities
- Own the day-to-day customer relationship and act as the principal service escalation point.
- Lead weekly operational, monthly service and quarterly strategic governance, ensuring decisions, actions, risks and dependencies are recorded and progressed.
- Define, baseline and maintain agreed service KPIs, XLAs and operational measures, ensuring reporting reflects service outcomes, user experience, demand, quality and continual improvement progress.
- Identify, prioritise and own measurable service improvement activities that improve efficiency, reduce avoidable demand, strengthen knowledge, improve first-time resolution and support greater use of automation and self-service. Owns problem management governance, ensuring recurring issues have clear root-cause activity, corrective actions and benefit tracking.
- Lead mobilisation and transition readiness with the wider team, including scope confirmation, service boundaries, handoffs, operating procedures, tooling, knowledge and acceptance criteria.
- Use ServiceNow, Nexthink and wider service data to identify trends, recurring issues, process gaps and opportunities to move the service from reactive support toward proactive, experience-led service management.
- Maintain clear visibility of service scope, demand, resource assumptions and commercial change triggers, ensuring emerging changes are assessed and managed through agreed governance
- Coordinate effectively with the Service Integrator, customer retained teams and other suppliers, using agreed governance and RACI arrangements to resolve cross-tower dependencies.
- Maintain the contract level risk, issue, assumption and dependency view and ensure material concerns are escalated early.
- Support demand forecasting, capacity planning, commercial change and the controlled introduction of new services.
- Ensure customer communications are timely, candid and aligned during major incidents, service risks and periods of operational change.
- Some travel to client sites will be required.
Essential Requirements
- Experience operating in a multi-supplier or SIAM-led environment, including cross-supplier hand-offs, governance and escalation. Strong knowledge of ITIL practices across incident, major incident, problem, change, knowledge, configuration and service level management.
- Experience leading customer governance and presenting performance, risks and recommendations to operational and senior stakeholders.
- Commercial awareness, including scope control, demand management and the handling of contractual change.
- Strong analytical capability and confidence working with service data, trends, service improvement plans and management reporting.
- Experience supporting mobilisation, transition or onboarding of managed services.
- Experience defining service KPIs, operational measures and improvement plans during mobilisation or early-life service transition.
- Ability to turn service data into actionable recommendations, business cases and measurable improvement outcomes.
Desirable Requirements
- Experience within utilities, regulated services or critical national infrastructure.
- Working knowledge of Microsoft Intune, endpoint management and digital employee experience tooling
- Experience using ServiceNow, Nexthink or similar digital experience/ITSM tooling to support service maturity, trend analysis and continual improvement.
- ITIL certification and formal service-management or project/change qualification.
Leadership Behaviours
- Acts with clear ownership and follows issues through to an agreed outcome.
- Communicates directly, calmly and credibly with customers, colleagues and suppliers.
- Uses evidence and service data to prioritise activity and recommend improvements.
- Builds a collaborative, inclusive culture in which knowledge is shared and problems are solved together.
- Balances pace with control, maintaining accurate records and auditable decisions.
