Service Manager

About the Team

As a Service Manager within PXC, you will be part of a high driven Service Management community who are committed to instigating change, positively challenging the way we operate and supporting the improvement and growth of our service offering. You will be working with colleagues from across Operations (Provisioning, Assurance, Partner Operations, Order to Cash, Technical Service Management and Service Architecture) and our Sales and Commercial teams.

About the Role

The Service Manager will represent the needs of our Partners whilst supporting PXC to achieve business objectives and contractual obligations. 

You will be aligned to a portfolio of Partners where you will be accountable for the overall service experience. You will be empowered to identify and deliver robust, sustainable improvements to our Operational processes by working with colleagues from around the organisation. Whilst you will have no direct leadership responsibilities, you will be required to inspire and influence virtual teams to produce results.

You will be an advocate for our self-serve tools, driving digital adoption both within PXC and our Partners by educating on the operational benefits of doing so.

Key Responsibilities in Your Role

• Reporting into the Head of Service Management
• Working with the Account Manager/Account Director to ensure ongoing account growth, taking a ‘sales through service’ approach
• Conduct regular Service Reviews, sharing performance against the relevant success measures/contractual SLAs and the opportunities for improvement and growth gathered from the insight this data provides
• Ensure all Service Improvement Plans and Service Development Plans are maintained, ensuring the quality of service being provided is continually assessed and action taken where appropriate
• Support escalations where required, whilst ensuring documented escalation paths are used effectively
• Support communication strategies to ensure our Partners are up to date and informed about new products, business changes etc.
• Engage both internal and external stakeholders to create lasting service improvements

What you need to be successful in this role

Essential:
• Strong written and verbal communication skills
• Strong MS Office skills

Desirable:
• Previous Telecommunications experience
• Experience of working across all organisational levels

How we look after our employees

• Our brand new “PXC Flex” benefit launched in January 2025, which includes Flex30, an additional 30 hours* of leave every year for you to use how you wish

• Our hybrid working policy offers you flexibility to work from home as well as connecting with your colleagues in one of our accessible and collaborative office spaces

• A starting holiday allowance of 25 days* holiday and up to 10 extra days* leave via our holiday purchase scheme

• Free private healthcare for all employees, competitive pension scheme and the opportunity to earn bonus

• Free broadband for all employees plus gifts for major life events such as marriages and births

• Flexible salary sacrifice scheme including dental, gym plus a huge range of shopping and leisure discounts so you can save even more cash

• A range of inclusive employee networks to help integrate employees into life at PXC

At PXC, we know that diversity means success and innovation. We want our workplace to reflect the communities and customer we serve. Being inclusive is part of our DNA; we are all 100% human, and we create a culture where you can truly be yourself.

We’re also not your usual 9-5. We are a dynamic workplace and we want to talk to you about how you like to work.