Service Manager

Daisy Group™

Service Delivery Manager acting as key contact for assigned customers at Wavenet. Managing relationships and driving continual service improvement while ensuring service quality.

Posted 7/22/2026full-timeRemote • 🇬🇧 United KingdomJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer relationship management and service delivery, with a strong focus on ITIL practices and performance monitoring. Capable of enhancing service and revenue opportunities while ensuring customer satisfaction and accountability.

Highest-signal resume keywords

ITIL V4 FoundationCustomer Relationship ManagementService Review MeetingsServiceNowP&L Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Service ManagementKPI MonitoringSLA ManagementRisk MitigationContract Management

Soft Skills

Clear CommunicationAccountabilityCollaborationCustomer Satisfaction

Tools & Technologies

Microsoft OfficeITSM Platforms

Certifications & Qualifications

ITIL V4 Foundation

Industry Keywords

Managed ServicesTelecomsCustomer-Facing Role

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Act as the key point of contact for assigned customers, ensuring delivery against contractual commitments
Identify opportunities for service and revenue enhancement
Manage customer relationships throughout the service lifecycle
Deliver clear communication, maintain accountability, and drive satisfaction across all touchpoints
Own the customer contract and service obligations, identifying risks and implementing mitigation strategies
Plan, lead, and document structured Service Review Meetings
Act as the escalation point for customer service concerns
Partner with Account Management to align on strategic goals
Monitor and report on KPIs, SLAs, and service performance
Collaborate across departments to improve customer experience

Requirements

What you’ll need

ITIL V4 Foundation (essential); additional ITIL modules are a plus
2+ years of experience in a customer-facing service management role
Background in IT, Managed Services, or Telecoms industry
Experience managing multiple customers/accounts
Proficient in Microsoft Office applications
Experience working with P&L and understanding commercial impacts
Familiarity with ServiceNow or similar ITSM platforms

Benefits

Comp & perks

25 days annual leave
Private medical coverage
Discounted health plans
Eye care scheme
Comprehensive health and wellbeing programs
Additional day of annual leave each year, reaching up to 28 days