Job Title - Global Service Manager

Reporting To -Global Business Development Manager

Role Purpose:

Take charge of the end-to-end service offering for allocated accounts, ensuring utmost customer satisfaction. This role involves a hands-on approach, encompassing pre-sales support, financial control, operational oversight and effective escalation management.

Key Responsibilities:

• Provide pre-sales support to aligned sector sales specialists on global opportunities, including pricing, geographical capability analysis, and billing processes.
• Generate both simple and complex quotations for existing customers.
• Onboard new customers by obtaining necessary handover information from sales specialists, project managing the setup, and overseeing service implementation, with a focus on issue resolution.
• Fully accountable for delivering services to customers as per agreements, proactively ensuring all KPIs/SLAs are met, or exceeded, and taking corrective action where necessary.
• Conduct regular recorded service review meetings, preparing and presenting current performance.
• Act as the primary point of contact for issue resolution and take responsibility for contract profitability to agreed levels.
• Review fee management reporting and monthly CPR, aiming for all customers to achieve agreed margin levels.
• Approve invoices, liaising with the Global Commercial Controller before finalization.
• Receive and act on service requests from customers, ensuring customer reporting aligns with SoW requirements.
• Maintain the Service Allocation Forecast Spreadsheet (SAF) Document to measure specific areas, including SoW, RPI, forecast for the next three months, converting customers to MyData, and assessing margin levels.
• Monitor the performance and workload of the Global Coordination team to prioritize tasks and meet customer expectations/deadlines.
• Manage and implement changes to service with SOW/CCN management for allocated customer accounts.
• Develop current business streams while collaborating with Sales Specialists on new complex business opportunities.

Performance Indicators:

• Achieve goals set in the annual employee performance review.
• Maintain agreed margins for all assigned customers (Contract Profitability Report).
• Ensure customer satisfaction with minimal involvement from the Global Business Development Manager (Customer Satisfaction Status). 
• Satisfactory management of all aspects of service for assigned customers (SoW/ RPI/ rev/ margin/ trends/ forecast/ opportunities) using the SAF. Knowledge, Skills & Experience:
• Knowledge of the ITAD industry (preferred but not essential).
• Experience in working directly with international customers or suppliers (preferred but not essential).
• Ability to multitask across various tasks for numerous customers (essential).
• Organized approach to ensure timely completion of all required tasks (essential).
• Intermediate/advanced Excel skills (essential).
• Experience and confidence in dealing with customers, managing queries, and escalations in a professional and polite manner (essential). 
• Team player with the ability to collaborate with others to achieve common goals (essential)
• Keen eye for detail, particularly for the accuracy of quotations and assessing reports (essential).

This job description is intended to convey information essential to understanding the scope of the Global Service Manager and is not an exhaustive list of skills, efforts, duties, or responsibilities associated with it.

Why Join Us?

Work Your Way Flexible shift patterns for operational roles and hybrid working options for office-based positions, helping you balance work and life.

Supporting You and Your Family Enhanced family leave and company sick pay, providing peace of mind when you need it most.

Generous Annual Leave 30 days' holiday including bank holidays, with additional days awarded for long service, increasing to a maximum of 34 days.

Health & Wellbeing Support Access to an Employee Assistance Programme, including a virtual GP service and specialist consultations for you and your family.

Great On-Site Facilities Enjoy our subsidised on-site canteen, offering a variety of meals, snacks, and drinks throughout the day.

A Workplace Community Regular employee events that bring people together, celebrate achievements, and create a positive working environment.

Investing in Your Future  A wide range of internal and external training opportunities designed to support your career development and progression.

Convenient Location Free on-site parking available five days a week.

And That's Not All We offer a comprehensive range of additional employee benefits designed to support your wellbeing, financial health, lifestyle, and personal development, including:

• Cycle2Work Scheme. Save on the cost of a new bike and cycling accessories through salary sacrifice
• Eye Care Vouchers. Free eye tests and discounts on glasses for eligible employees.
• Employee Discount & Savings Platforms. Access exclusive discounts and cashback offers across a wide range of retailers, restaurants, travel providers, and everyday shopping.
• Recognition Programmes. Celebrating and rewarding great work through company recognition initiatives.
• Wellbeing Benefits. Access to health, wellbeing and support services for you and your family.
• Learning & Development Opportunities. Additional training, development resources and career progression support.
• Financial Wellbeing Support. Access to schemes and services designed to help employees make the most of their money and benefits.