Company Description
Bridgetech Group is a fast-growing, technology-led company that delivers market-leading (and award-winning!) solutions and services to clients. We believe in being disruptive, challenging the norm, a fierce focus on first-class service and a can-do attitude. We want all our clients to feel that we're a delight to deal with, with the engagement and delivery process a breeze.
We are committed to providing innovative solutions to our clients and staying at the forefront of technological advancements. As we continue to grow and evolve our platform offerings, we’re seeking a Live Service Manager to help ensure smooth delivery and technical execution.
Position Overview
We are seeking a detail-oriented and commercially-minded professional to manage live operation of our customer-facing technology platforms. The role will involve management or oversight of internal staff, contractors, managed services delivered by third-party technology suppliers and SaaS subscriptions.
Key Responsibilities
· Maintaining oversight for service operations, including the Service Desk, 24/7 monitoring and incident response.
· Ensuring live services meet customer needs with clear SLOs/SLAs and measurable SLIs.
· Work with Technology leadership team to plan and execute regular BCP and DR exercises.
· Collaborating with colleagues from Product Management, Development, Testing and DevOps teams.
· Providing strategic service leadership and driving operational excellence and efficiency.
· Championing the operational aspects of live services across the business.
· Driving improvements to incident management and ensuring effective change management processes.
· Maintain inventory of SaaS subscriptions and technology vendor accounts.
Technical Skills
· General familiarity with components of technology platforms, e.g. servers, networks, databases, load balancers, certificates, operating systems, applications
· Service Desk & Ticketing Systems (e.g., ServiceNow, Jira Service Management)
· IT Service Management (ITSM) Frameworks (e.g., ITIL principles and practices)
· Quality Assurance Methodologies and Tools
· Process Mapping and Optimization Techniques
· Budget Management and Cost Control Principles
· Resource Scheduling and Workforce Management Software
· Data Analysis and Reporting Tools
· Service Level Agreement (SLA) Management and Reporting
· Customer Relationship Management (CRM) Software (e.g., Salesforce Service Cloud, Zendesk)
Soft Skills
· Customer Empathy: Understanding and anticipating customer needs and frustrations to proactively address issues and build lasting relationships.
· Leadership and Team Motivation: Inspiring and guiding service teams, fostering a positive work environment, and driving performance through clear direction and support.
· Problem-Solving and Decision-Making: Quickly identifying root causes of service issues, developing effective solutions, and making timely decisions under pressure.
· Conflict Resolution: Mediating disputes between customers and staff, or within the team, to achieve mutually agreeable outcomes and de-escalate tense situations.
· Process Improvement Orientation: Continuously seeking ways to optimize service delivery workflows, reduce inefficiencies, and enhance the overall customer experience.
· Adaptability and Resilience: Adjusting to changing service demands, evolving customer expectations, and unexpected challenges while maintaining composure and team morale.
· Effective Communication (Verbal & Written): Clearly conveying complex information to diverse audiences, including customers, technicians, and senior management, and documenting processes accurately.
· Stakeholder Management: Building and maintaining strong relationships with internal departments (e.g., sales, operations) and external vendors to ensure seamless service delivery.
Education and Experience
· Extensive relevant experience (5+ years) in a service delivery role or team leadership.
· Professional certifications such as ITIL (Information Technology Infrastructure Library) Foundation or Intermediate levels, especially in IT service management.
· Demonstrated practical experience and proven success in a supervisory or team lead position within a service environment.
· Experience working in scale up business is definitely helpful.
Pay: £300.00-£350.00 per day
Work Location: Remote
