Service Centre Team Manager

The Team Manager plays a pivotal role in leading and developing a high-performing team, ensuring operational excellence and exceptional service delivery. This position requires strong stakeholder engagement and relationship management skills, the ability to motivate and guide team members, and a proven track record in performance management. The role involves setting clear expectations, monitoring progress, providing constructive feedback, and fostering a positive and collaborative working environment. With excellent people skills and a performance-driven mindset, the Team Manager will drive continuous improvement, maintain high levels of team morale, and ensure business objectives are consistently met.

The ideal candidate will have strong organisational skills, a deep understanding of Smart Metering Networks, and the ability to analyse complex technical information to support decision-making. They must thrive under pressure, demonstrate excellent problem-solving abilities, and apply ITIL best practices to enhance IT service management and delivery. Collaboration and clear communication across teams are essential to success in this role.

This role is fully on-site in Manchester. Contact Centre Operating Hours: 8am-8pm 7/365 days per year. Shiftwork applies.

As part of your duties, you will be responsible for:

• Leading and motivating a team of Service Desk Analysts, who play a critical role in delivering high-quality IT support to service users, internal stakeholders, and suppliers. The team is responsible for managing ticketing systems such as Remedy and ServiceNow, troubleshooting technical issues, and ensuring effective incident resolution—either directly or through supplier coordination.
• Driving performance to meet agreed objectives, Service Level Agreements (SLAs), and Key Performance Indicators (KPIs).
• Regularly coaching and mentoring team members in line with personal development plans, focusing on both technical skills and soft skills to enhance service delivery.
• Developing Service Desk Analysts’ skillsets to expand team capabilities and provide opportunities for career growth.
• Ensuring Service Desk Analysts meet their objectives and fulfil the responsibilities of their roles effectively and consistently.
• Undertaking HR activities such as 1-2-1 meetings, appraisals, disciplinaries, and return-to-work interviews in line with company policies.
• Handling formal escalations from the Service Centre, service providers, and service users, ensuring timely and satisfactory resolution.

Qualifications and experience we consider to be essential for the role:

• Proven experience in a Service Desk or Customer Service environment.
• Previous supervisory or management experience, including the direct line management of team members.
• Strong stakeholder engagement skills, with the ability to communicate and build relationships at all organisational levels.
• Demonstrated ability to lead, influence, and develop both self and others, acting as a coach to guide and support team growth.
• Proven training skills to develop both individual and team performance.
• Excellent analytical, critical thinking, and problem-solving skills, with a track record of driving continuous service improvements.
• Ability to convey complex information clearly and adapt communication style to suit the audience.
• Knowledge of the regulatory environment and GDPR, ensuring compliance in all processes and interactions.
• Strong organisational and time-management skills, with the ability to prioritise effectively for both self and team.
• Adaptability and openness to change, with a willingness to embrace new ways of working in a fast-changing industry.
• Confidence in acting promptly and decisively when addressing issues or challenges.

Skills and Personal attributes we would like to have:

• Smart Metering / Energy Industry Knowledge – Experience handling meter faults, connectivity issues, or providing technical support within the energy sector.
• Ticketing & Email-Based Support – Familiarity with platforms such as ServiceNow, Remedy, Zendesk, or similar CRM/ticketing systems for efficient incident resolution.
• Technical Troubleshooting (Non-IT Specialist) – Understanding of smart meter functionality, connectivity challenges, firmware updates, and common faults.
• Incident & Escalation Management – Skilled in logging, prioritising, and escalating issues appropriately to ensure timely resolution.
• Regulated Industry Experience – Background in utilities, telecommunications, or other compliance-driven sectors with high service standards.
• Customer-Centric Mindset – Committed to delivering exceptional service, ensuring customer and service provider issues are resolved effectively and efficiently.

As part of a leading global analytics and digital solutions company, you can look forward to:

• A market competitive package and a rewarding pension.
• EXL provides everyday financial well-being solutions, such as cash back cards, in which you can earn cashback while enjoying discounts, promotions, and offers from top retailers. We also offer a Cycle Scheme where you can save money on bikes and cycling accessories.
• At EXL, we are committed to providing our employees with the tools and resources they need to succeed and excel in their careers. We offer a wide range of professional and personal development opportunities. We also support a range of learning initiatives that allow our employees to build on their existing skills and knowledge. From online courses to seminars and workshops, our employees have the opportunity to enhance their skills and stay up to date with the latest trends and technologies.
• As an Equal Opportunity Employer, EXL is committed to diversity. Our company does not discriminate based on race, religion, colour, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, age, or disability status.
• EXL employees are eligible to purchase stock as part of our Employee Stock Purchase Plan (ESPP).