The Service Manager is responsible for leading the Helpdesk and Service Delivery function, ensuring exceptional customer support, SLA compliance, effective incident and problem management, and continuous service improvement. The role acts as the primary point of coordination between customers, Account Managers, Software Developers, Testers, and other stakeholders to ensure optimal system performance and customer satisfaction.
• Lead and manage the Helpdesk team and associated OKRs.
• Ensure SLA adherence for all customer support activities.
• Prioritise, assign and manage support tickets.
• Perform incident and problem management activities.
• Conduct root cause analysis and drive permanent resolution of recurring issues.
• Engage customers proactively regarding ticket progress and resolution.
• Support sequencing applications and business-critical supply chain systems.
• Produce monthly service and ticket trend reports.
• Administer and optimise the ticketing system.
• Coordinate escalations with development, testing and infrastructure teams.
• Facilitate customer training sessions and service review meetings.
• Participate in after-hours support and standby rotation.
• Drive continuous service improvement initiatives.
Objectives and Key Results
- SLA Compliance >95%
• Customer Satisfaction (CSAT) Targets
• Ticket Backlog Management
• First Response Time Achievement
• Resolution Time Achievement
• Reduction in Recurring Incidents
• Team Productivity and Quality Metrics
• Service Reporting Accuracy
Essential:
• Team leadership and people management.
• Customer service management.
• Strong written and verbal English communication skills.
• SQL troubleshooting and analysis.
• Ticketing systems administration.
• Problem-solving and analytical thinking.
• General IT systems knowledge.
• Microsoft 365 proficiency.
Advantageous:
• Automotive industry exposure.
• EDI systems knowledge.
• WinSCP and file transfer technologies.
• TeamViewer and remote support tools.
• API and integration troubleshooting.
• ITIL Foundation certification.
Ideal Candidate Profile
- Customer-centric mindset.
• Strong leadership capability.
• Calm under pressure.
• Excellent stakeholder management skills.
• High attention to detail.
• Self-motivated and accountable.
• Passion for continuous improvement.
• 3–4 years’ experience in customer support, service delivery or helpdesk management.
• At least 1–2 years experience leading or supervising a support team.
• Experience managing SLAs, customer escalations and service reporting.
• Experience within supply chain, manufacturing or automotive environments will be advantageous.
• Basic IT Certification plus relevant experience, or
• Diploma/Degree in Information Technology, Computer Science or related field.
This is a fast-paced customer-facing role requiring the ability to balance multiple priorities, manage customer expectations, and respond effectively during critical incidents. Occasional after-hours work may be required to support customer commitments and business-critical systems.
• Customer satisfaction and service excellence.
• Service reliability and availability.
• Continuous improvement.
• Team performance and development.
• Operational excellence.
Make operational decisions relating to ticket prioritisation, escalation management, resource allocation, customer communication and service restoration activities within agreed policies and procedures.
Work closely with customers, Account Managers, Developers, Testers and leadership teams. Conduct regular service review meetings, customer update sessions and end-user training activities using Microsoft Teams and approved remote collaboration tools.
