Service Manager

Own the Service. Delight the Customer. Shape the Future of Telecoms!

Job Title: Service Manager – New Staff Role - Fantastic Salary on offer!
Location: Irlam (Hybrid) | Hours: Full Time, Mon–Fri | Sector: Telecoms

The Opportunity
We’re seeking an experienced Service Manager to join a growing telecoms business. You’ll take ownership of wholesale customer relationships, managing the full service lifecycle from onboarding and product launch through to live service delivery and continuous improvement. Reporting to the Head of Service Operations, you’ll work across operations, planning, build, and commercial teams to deliver seamless customer experiences and drive measurable improvements.

Key Responsibilities

• Serve as the main service interface for wholesale customers and ISPs

• Lead service delivery projects and monitor performance against SLAs/KPIs

• Plan and lead customer communications, including service reviews and site visits

• Manage risks, issues, opportunities, and escalations

• Collaborate with internal teams and external partners to improve service delivery

• Oversee contractual obligations, renewals, and reporting

• Produce clear performance reports with actionable insights

What We’re Looking For

• Proven service management experience in telecoms or utilities

• Track record managing complex customer accounts

• Strong stakeholder management and relationship-building skills

• Results-driven with experience translating metrics into action

• Excellent communication, presentation, and problem-solving abilities

• ITIL qualification desirable; strong MS Office skills

Benefits & Perks

• 25 days holiday + birthday off, flexible/hybrid working, free onsite parking

• Private medical, life insurance, Employee Assistance Programme, wellbeing support

• Personal development, mentoring, Cycle2Work scheme, retail discounts, team events

Why Join Us?
This is more than a typical Service Manager role. You’ll have real influence, the freedom to improve operations, and the chance to shape a best-in-class service operation within telecoms.

Company information

At First Recruitment Group we understand just how important it is to secure the right people. That is why our Recruitment Consultants always take the time to understand requirements in detail and offer sound advice to both clients and candidates.  We actively recruit at all levels and this is a superb opportunity for [role] looking for new employment.

As part of putting people first, we strive to be an equal opportunities employer and we are always looking to increase the diversity of our workforce, working closely with our clients to ensure everyone is included.