Role: Senior Service Manager
Location: Hybrid/London or Manchester – 8 days per month in office
Vacancy Type: Permanent
Salary: Manchester £65,472 - £72,746 per annum and London £72,781 - £80,868 per annum
Security Clearance: BPSS
Spinwell is recruiting for a Senior Service Manager for an excellent opportunity within the private sector.
RESPONSIBILITIES OF THE SENIOR SERVICE MANAGER
Strategic Customer Relationship Management
The individual will be responsible for managing relationships with some of client’s largest and most strategically significant customers.
These may include:
- Large Energy Suppliers
- Distribution Network Operators (DNOs)
- Key Industry Stakeholders and strategic Customer Accounts
A major responsibility is ensuring customer issues progress through the organisation effectively.
This includes:
- Managing investigations
- Coordinating internal stakeholders
- Escalating issues where appropriate and creating action plans
- Following actions through to completion
- Driving accountability and Identifying root causes
- Spotting wider opportunities for improvement
Candidates must be comfortable operating in environments where they have responsibility without formal authority.
Performance Management & Insight
This role requires someone capable of looking beyond data and understanding what it means.
Responsibilities include:
- Producing customer performance reports
- Leading monthly business reviews
- Analysing trends, Monitoring success measures
- Identifying opportunities for improvement
- Creating compelling customer narratives
- Demonstrating value realisation, Developing customer success plans
Executive Stakeholder Engagement
The Senior Service Manager supports senior leadership engagement across client.
This includes:
- Preparing executive briefings
- Supporting governance forums
- Providing customer sentiment updates
- Supporting CEO, CFO and Director-level meetings
- Contributing to industry forums
- Preparing senior stakeholders for critical customer engagements
Candidates who have created executive-level communications or stakeholder briefing packs will have a clear advantage.
SKILLS/EXPERIENCE OF THE SENIOR SERVICE MANAGER
Must-Have Experience - Prioritise candidates with evidence of:
- Strategic customer relationship management
- Account management of large customers
- Service Management within a customer-facing environment
- Stakeholder management across multiple business functions
- Business improvement initiatives
- Executive stakeholder exposure
- Influencing without authority
- Working within matrix organisations
Highly Desirable Backgrounds
Strong preference for candidates from:
- Energy, Utilities OR Smart Metering
- Telecommunications or Regulated industries
- Government-regulated businesses
Energy sector experience is considered advantageous but not mandatory if the individual demonstrates the right behaviours and transferable stakeholder management skills.
Key Competencies to Assess
- Relationship Building and Influencing Skills
- Executive Communication
- Commercial Awareness, Resilience & Tenacity
- Continuous Improvement Mindset
If you are a Senior Service Manager, apply now or send your CV to Spinwell!
We welcome all applications regardless of background, in line with our commitment to diversity, equality and inclusion.
Applying to this or any other vacancy advertised by Spinwell Ltd constitutes an agreement for Spinwell Ltd to hold your details for 24 months for the purpose of assessing suitability for the advertised position and to make you aware of any other positions deemed suitable of which You will make you aware by means of either email, text or phone. In line with GDPR regulations you are able to request your details be removed from the company data at any time by emailing us