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Reporting to the Service Management Lead, this is a senior customer facing role with responsibility for managing business critical bespoke applications and services. We provide specialised Service Management including Cloud and Bespoke Hosting, Application Management, Integration and API, Database, Consultancy, System take on and modernisation.

In this role, your key responsibilities will include:

Service Management

  • Developing Customer relations, managing and reporting on contractual performance and attendance at Service Review meetings
  • Overseeing effective day to day operations ensuring a high quality service
  • Management of major incidents and escalations
  • Co-ordinating impact assessments and managing change
  • Risk Management and Continuous Service Improvement
  • Revenue growth from increased scope of services and system enhancement opportunities
  • Financial control of allocated Services
  • Strategic management of Service delivery aspects such as Capacity planning and Disaster Recovery
  • Refining use of Service Management tools and processes
  • Responsible for Service Transition from incumbent supplier or KCOM Project delivery teams to provision of a Live Managed Service (e.g. agreeing take-on processes, knowledge transfer and Service design)
  • Managing third party suppliers


  • Assisting Sales and Pre-sales with the preparation of bids
  • Supporting Sales and the Account Managers with business development opportunities


To be successful in your application, we are seeking experience in the following areas;


  • Solid experience in a customer facing Service Management role
  • Experience in managing multiple services and customers in parallel
  • Demonstrable Service management experience in a fast-changing business environment
  • Excellent communication, people and project management skills with a proven track record of delivery
  • Experienced in formal and recognised appropriate service management methodologies e.g. ITIL
  • Must have experience of working at senior management level
  • Willingness to travel to client locations as required
  • Knowledge of service management tools e.g. Service desk, CMDB, monitoring and alerting tools
  • Experience with contracts and service level agreements
  • Broad IT knowledge covering hosting, hardware, network, bespoke and packaged software
  • Extensive applications (bespoke or 3rd party product) experience within a support environment
  • A proven track record of supporting a broad range of enterprise-scale systems
  • Experience in managing third party suppliers
  • Willingness to act as a Duty Service Manager to fulfil a 24/7 “on standby” callout rota


  • Technical background especially hosting, networks and development
  • Experience with ITIL, ISO 20000, ISO 27001
  • Service Management experience with Cloud Hosting such as AWS and Azure
  • Project management

This role will be based at our Ipswich, Felaw Maltings office.

Along with a competitive base salary the benefits package for this role will include, a bonus, competitive pension contributions, private medical insurance, 25 days holiday and access to our flexible benefits scheme.

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Ipswich - North Felaw Maltings
48 Felaw Street, Ipswich, England, IP2 8PN
  • Salary:
  • Professional community:
    Customer Service & Support
  • Location:
    Ipswich - North Felaw Maltings
  • Working Hours:
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