Service Manager - Edinburgh, UK

Edinburgh, UK

Here at Indicia, the communication agency within KMMS, we are looking for an exceptional Services Manager to join our talented Technology and Services Team.

This role sits in our Edinburgh office and will work across all our business. Tell us why you are superb!

A little bit about you:

Reporting to the Head of Delivery, the Service Manager role is a key member of the Delivery team responsible for ensuring that client infrastructure and client requests for support are completed in a timely mannner. The Service Manager will be responsible for managing the day-to-day operations and relationship with our customer to ensure a high level of service is consistently delivered, working with client services and other impacted Indicia teams. The Service Manager is responsible for ensuring that Indicia is able to meet its SLAs and will communicate directly with the client to communicate service status of any remediation. Maintaining a high level of customer engagement and satisfaction is critical to your success in this role.


  • Develops and maintains close working relationships with customer representatives as well as 3rd parties and vendors
  • Responsible and accountable for the management of day-to-day operations to ensure contractual commitments and service levels are met
  • Designs, implements and maintain customer IT policies, processes and procedures
  • Fosters a culture of continuous improvement to minimize service outages
  • Leads by example the BAU support team, creating an environment orientated to trust, open communication, creative thinking and cohesive team effort
  • Contributes to planning and delivery of the overall customer support strategy, concentrating on cost reduction and service improvement
  • Produces management reports for the customer and internal management, providing analysis, feedback and actions based on trends, root cause analysis and other reports
  • Manages customer service review meetings, workshops and presentations to support collaborative issue resolution, service improvements and knowledge sharing

Scope & Impact

  • Position is client and Client Services facing
  • Position is the key focal point for Indicia clients for support needs
  • Position seeks to control and reduce cost of support
  • Position creates improved customer satisfaction


  • Regular day to day interaction with Clients to manage expectations on client tickets and requests
  • Regular scheduled meetings with Client to report on SLA metrics / root cause analysis
  • Regular day-to-day interaction with vendors to assist in client support needs
  • Regular day-to-day interaction with other impacted Indicia technology organizations to ensure that tickets are escalated appropraitely
  • Regular meetings with Client Services to understand immediate and mid-term client requirements.

Knowledge & Skills

  • Confident managing stakeholders at all levels both internally and externally
  • Ability to understand contractual and service requirements
  • Excellent verbal, written and presentation skills, communicating clearly and concisely
  • Professional and adaptable communication style to match the customer
  • Proficient with data analysis reporting tools such as MS Excel
  • Knowledge and experience of Amazon Web Services a plus
  • Knowledge of ITIL (certification if possible)
  • Professional and adaptable communication style to match the customer
  • Customer service orientated, facilitating customer feedback and concerns to drive service improvement initiatives


  • Degree level or equivalent qualification

Professional Experience

  • Previous experience in a similar role (IT Service Manager, Service Delivery Manager)
  • Prior experience managing technical and operational support teams
  • Prior experience managing large-scale Data Warehouse and Reporting systems a plus

Who are we?

We’re an award winning customer engagement agency based in Bristol, with offices in London and Edinburgh!

Here at Indicia we find ways to inspire, inform and engage our client’s audience. We create valuable brand relationships that last long after the initial sale.

More than 80 brilliant people define us. We’re a worldly bunch, offering up bags of industry experience and a host of interesting talents. We say it takes all sorts to make marketing human.

In return for your dedication and passion we will reward you with

A Competitive Salary

Employer Contribution Pension

Cash Health Plan

25 days holiday

Cashback and Discounts of a whole range of retailers and services

Cycle to Work Scheme

Child Care Vouchers

Eye Care Vouchers

Fantastic career progression in our award winning company


Please send your CV to