Service Manager

boxxe strives to put customers’ satisfaction and outcomes at the heart of everything we do. Our Service Management team focusses on maximising the performance and continual improvement of the services that boxxe delivers.  We design our services to maximise customer value, drive efficiency and ensure a smooth transition into our service delivery teams.

Your Mission

Joining our Services team, you will manage the daily operations and delivery of multiple services. You will work to identify and executive improvement plans, that strive to maximise the quality of our services. As Service Manager you will lead boxxe customers to success, forming a lasting positive customer relationship. 

How you’ll fit in to the big picture

As a Service Manager, reporting to the Service Management Lead, you will manage multiple services across a variety of customers. We aim to ensure all of our services are world-class, and you will be integral to achieving that goal via the following responsibilities.  

What you’ll be doing

  • Managing multiple services, by managing respective functions and processes
  • Ensuring that all service teams follow agreed processes and procedures at all times, including Incident Management, Request Management, Problem Management, Change Management and Event Management
  • Ensuring that your services meet contractual SLAs and service performance is maximised against any agreed KPIs
  • Ensuring that your customers access the services and escalate any issues correctly
  • Ensuring that your services meet the expectations laid out within their Service Design documentation, and that documentation is kept up-to-date
  • Attending relevant Change Advisory Board meetings
  • Escalating concerns or issues to the Service Management Lead where necessary
  • Improving the services that you are responsible for, by encouraging input from everyone involved in them
  • Ensuring these services have viable Service Improvement Plans, and working with the Service Management Lead and the rest of the team to implement them
  • Working with the teams to identify where new or improved Knowledge Articles would increase service efficiency
  • Leading the management of service risks, ensuring that they are identified, managed, and have a clear outcome (such as minimised, eliminated, or accepted)
  • Making sure that your Service Reviews demonstrate and evaluate general performance against SLAs, end-user satisfaction, and customer outcomes
  • Identifying opportunities for additional services or changes to be sold to customers through internal and external stakeholder engagement, alongside Account Managers
  • Leading the design and transition, and/or the delivery management, of specific service offerings or customers
  • Working with services teams to optimise cross-functional collaboration and communication, including providing feedback and recognition
  • Providing regular Service Performance updates or reports to the Service Management Lead and other internal stakeholders

What experience we think you’ll need

  • You’ll have worked in a Service Management role with an keen eye for identifying and implementing service improvements
  • You’ll have excellent communication and influencing skills
  • You’ll be used to deadlines and working in a busy department
  • You’ll be a proven leader, able to get the best from a remote team
  • You’ll be a team player, with the passion to push themselves and their team to succeed

boxxe embraces diversity. As an equal opportunity employer, we are committed to building a team that represents a variety of backgrounds, perspectives, and skills. boxxe does not discriminate based on race, religion, colour, national origin, sexual orientation, gender identity, age, marital status, veteran status, or disability status. All our employment is based on qualification, excellence, and business need. 

Or, know someone who would be a perfect fit? Let them know!

What we give you..

Here at boxxe, we believe that the workplace should do more for you than just give you a pay check at the end of each month. We are a community that cares about every one of our people. Putting our people first, our vision is to enrich our boxxers lives for the better.

  • 🏥 Private Medical Insurance through Vitality

  • 💵 Cashplan for your everyday healthcare through WPA

  • 💰Contributory Pension Scheme

  • 📆 24 Days Annual Leave that increase on length of service & 8 UK Bank Holiday's

  • 💸 Perkbox Membership

  • 🤯On-going Learning & Development

  • 📈Progression Path & Support from Leadership

  • 👨‍👩‍👧Employee Assistance Programme Available to You and Your Household

  • 👶🏼 Enhanced Maternity & Paternity Leave

  • 🚲Cycle to Work Scheme through Cycle Scheme

  • 🎉Charity Fundraising Events Throughout the Year

  • 🤝🏻3 CSR Days a Year

Workplace & culture

boxxe are committed to building a workplace that provides equal opportunities for all. We believe that the workplace should do more for you than just give you a pay check. We are a community that cares about you. With an accreditation from Investors in People, we are constantly improving our working environment to ensure you get the most out of your work life. We are committed to equality in the workplace and are pleased to be a Disability Confident business. We are also a proud part of the armed forces covenant, helping those who serve or who have served in the armed forces, and their families.

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