Service Manager

Liverpool, England, United Kingdom expand job description ↓


Role Purpose

We're after a passionate, growth-minded, team player; a problem solver, who is calm under pressure and full of kindness and fun.

The Service Manager is responsible for Mando’s Managed Services function providing excellent service to clients for their live digital systems. We’re looking for a determined individual, whose motivation is to ensure client expectations are met and exceeded through professional communication and reporting, resolving issues, meeting SLAs, spotting upsell opportunities and adding value.

Role Responsibilities


  • building strong relationships with clients - so that they trust us as a partner who can support, empathise and engage with them to proactively improve services
  • understanding client business needs and how we can add value through our service offering
  • leading client service reviews


  • negotiating contracts and renewals with clients and suppliers supported by the Commercial Director and Head of Client Services
  • building proposals and quotes for clients including packages of Mando services and 3rd party supplier services, such as hosting providers
  • providing monthly reporting to clients

Revenue growth:

  • responsible for a revenue generation target and for retaining and growing existing Managed Service accounts
  • spotting opportunities where additional services and value can be provided to clients and creating a compelling case for the client to buy

Ticket management:

  • working with the team to ensure timely acknowledgement, progression and completion of client raised tickets within agreed SLAs
  • o Incidents – including incident reports where required
  • o Problems – identifying the root cause of common issues to ensure permanent resolution
  • o Service Requests – timely response to general requests
  • o Change Requests – identifying the effort and impact for changes requested, and managing the delivery of these

Supplier management:

  • managing supplier contract performance including working with suppliers to resolve issues on behalf of clients

Department management:

  • line managing the other member of the managed services team, helping them thrive in their roles, and driving greater simplicity and efficiency
  • looking for opportunities to improve our tooling and ensuring that system changes are implemented in the right way for the business
  • working with the production function to ensure managed services has the resource it needs
  • organisation of Mando’s Out-of-Hours client support rota


REQUIRED Skills & Experience

  • Experience of handling client accounts and managing commercial contracts for both clients and suppliers
  • Ability to create reasoned argument to influence clients towards good decisions
  • Innate ability to solve challenging problems, seeking out support from others where needed
  • Background of client facing roles related to IT Service Delivery or the Software Delivery Lifecycle
  • Excellent communication skills, both written and verbal
  • Great numerical skills including Microsoft Excel – you will be required to produce a lot of reporting for our clients, so getting the numbers right really matters
  • Rigorous, organised and disciplined approach to all aspects of your work
  • Continuous improvement - you pro-actively identify points of weakness in the function and work to address these before they impact day-to-day operations
USEFUL Skills & Experience

While not essential, as we can teach you this stuff, it would be great if you also had experience with some of the following:

  • The Atlassian stack including Jira / Jira Service Desk
  • ITIL certifications and/or knowledge and experience of working in an ITIL environment
  • Cloud hosting solutions such as Microsoft Azure
  • Familiarity with the Microsoft Stack and some of the following systems:
    • Sitecore
    • Episerver
    • Umbraco
    • Microsoft Sharepoint


  • Enhanced holidays starting at 25 days and increasing each year of service, up to 30 days plus bank holidays
  • Flexible working day outside of our core 10am – 4.30pm working day
  • Exciting social calendar, including ad-hoc lunches & 3 main Mando events per year
  • Pension plan, including enhanced company contributions
  • Private medical insurance
  • Cycle to work scheme
  • Childcare vouchers
  • Discounted gym membership
  • Regular training and development opportunities
  • Clear progression plan, via our annual review process

We’re constantly improving the experience of working at Mando in line with our Investors in People accreditation. We value and appreciate the well-being of our staff, and offer benefits we feel contribute to everyone having a better work-life balance.

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Are you eligible to work in the UK?
Are you within, or do you plan to relocate to within circa 30 miles of Liverpool?
Have you experience of working in a software development or IT service provision company?