Service Manager

Market 36 Recruitment are currently recruiting for a Service Manager on behalf of our client based in Braintree, on a permanent basis.

The successful candidate will take full responsibility for managing the end-to-end service delivery for a portfolio of allocated clients, ensuring exceptional customer satisfaction is achieved. This is a hands-on role that covers operational, financial, and relationship management aspects — from stock control and service performance to client reporting and profitability.

Roles & Responsibilities

• Generate both simple and complex quotations for existing clients

• Oversee onboarding of new customers, managing the transition from sales handover to full service implementation

• Take full responsibility for delivering services in line with agreements, proactively ensuring all KPIs and SLAs are met or exceeded

• Conduct regular recorded service review meetings, preparing and presenting current performance data

• Act as the primary escalation point for issue resolution, maintaining strong client relationships

• Manage contract profitability to agreed levels, reviewing fee management and monthly profitability reports to maintain margins above 30%

• Prepare and approve invoices prior to finalisation

• Receive and process service requests from clients promptly and accurately

• Ensure client reporting aligns with Statement of Work (SoW) requirements

• Oversee stock holdings for allocated accounts, ensuring management aligns with customer expectations and SLA timeframes

• Maintain and update the SAF document, including SoW, RPI, forecasts, system migration status, and margin justifications

• Manage the workload of assigned Service Support Coordinators, prioritising tasks to meet client expectations and deadlines

• Implement service changes through SoW or CCN management and work alongside Sales Specialists to develop new business opportunities

Experience, Education & Qualifications

• Knowledge of the ITAD industry (preferred but not essential)

• Strong multitasking skills with the ability to manage numerous client accounts simultaneously (essential)

• Highly organised with excellent attention to detail (essential)

• Confident user of IT platforms with strong Excel skills (essential)

• Proven experience handling client relationships, queries, and escalations professionally (essential)

• Team player with strong collaboration and communication skills (essential)

• Experience in system stock management (preferred but not essential)

• Commercially aware, with a focus on maintaining and improving profit margins (essential)

Hours: Monday to Friday

Hybrid Working: 2 days per week in the office

Salary: £30,000 – £35,000 per annum

Location: Braintree

Market 36 Recruitment Ltd cover a range of sectors including Commercial, Industrial, Engineering, HR & Finance & ITAD. This vacancy is being advertised by Market 36 Recruitment Ltd. We operate as an Employment Business for temporary roles and as an Employment Agency for permanent roles.