Service Manager

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Daisy Group™

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2001

📡 Telecommunications

🤝 B2B

🔒 Cybersecurity

Telecommunications • B2B • Cybersecurity

Daisy Group™ is the UK’s largest independent specialist communications provider delivering a broad range of telecoms and IT services to businesses. The company offers voice and cloud-based phone systems, broadband, leased lines, mobile services, IoT and telematics, managed WiFi, cloud servers and backup, cybersecurity solutions, payment/SIM and device management, and IT support—serving customers from SOHO to large call centres with UK-based customer service and managed solutions. Daisy focuses on enabling businesses’ connectivity, communications and security needs across the UK, with experience in regulated payment services and extensive B2B support.

📋 Description

• Act as the key point of contact for assigned customers, ensuring delivery against contractual commitments • Identify opportunities for service and revenue enhancement • Manage customer relationships throughout the service lifecycle • Deliver clear communication, maintain accountability, and drive satisfaction across all touchpoints • Own the customer contract and service obligations, identifying risks and implementing mitigation strategies • Plan, lead, and document structured Service Review Meetings • Act as the escalation point for customer service concerns • Partner with Account Management to align on strategic goals • Monitor and report on KPIs, SLAs, and service performance • Collaborate across departments to improve customer experience

🎯 Requirements

• ITIL V4 Foundation (essential); additional ITIL modules are a plus • 2+ years of experience in a customer-facing service management role • Background in IT, Managed Services, or Telecoms industry • Experience managing multiple customers/accounts • Proficient in Microsoft Office applications • Experience working with P&L and understanding commercial impacts • Familiarity with ServiceNow or similar ITSM platforms

🏖️ Benefits

• 25 days annual leave • Private medical coverage • Discounted health plans • Eye care scheme • Comprehensive health and wellbeing programs • Additional day of annual leave each year, reaching up to 28 days