Service Manager (Remote-UK)

Location: UK (remote)

Employment Type: Full time

Position: Service Manager – UK

Minimum Experience: Proven experience in a Service Delivery Manager, Head of Support, or Service Operations role

Compensation: Competitive

Summary:

BlackRainbow are seeking an experienced Service Support Manager to lead our customer support operations and ensure the consistent delivery of high-quality services to our customers.

Who We Are:

BlackRainbow was founded to solve the challenges and inefficiencies in investigative case management experienced by investigators across law enforcement, government intelligence, and large corporate enterprises. We have grown rapidly since bringing our NIMBUS product to market and are well on the way to becoming the standard bearer for innovative investigation case management solutions globally.

Over the past two decades, we have partnered with investigators in more than forty countries to deeply understand their challenges and deliver solutions tailored to the needs of both investigators and analysts.

Who We Are Looking For:

This Service Support Manager will be responsible for managing the support team, ensuring adherence to service level agreements (SLAs), driving operational excellence through best practices aligned with ITIL frameworks, and acting as a key customer-facing representative for service performance. The successful candidate will play a critical role in improving customer satisfaction, operational efficiency, and service reliability.

A key part of the role will involve working closely with the Solution Delivery and Product Engineering teams to ensure that recurring issues, bugs, and customer feedback are captured, prioritised, and addressed effectively.

Key Responsibilities:

The duties will include, but not be limited to:

Service Delivery & Operations

Oversee the day-to-day operations of the technical support/service desk team

Ensure consistent SLA performance, monitoring response and resolution times across support queues

Implement and maintain service management processes aligned with ITIL best practices

Manage incident, problem, and escalation processes to ensure timely resolution

Continuously review and improve support workflows and operational processes

Team Leadership

Lead, mentor, and develop the support team

Manage staffing levels, performance, and professional development

Establish clear KPIs and performance metrics for the support function

Foster a culture of accountability, collaboration, and customer focus

Customer & Stakeholder Engagement

Act as the primary service delivery contact for key customers

Conduct regular service review meetings with customers, presenting key service metrics and performance reports

Manage customer escalations and ensure effective resolution and communication

Build strong relationships with internal teams including engineering, product, delivery, and account management

Cross-Team Collaboration

Work closely with Solution Delivery team to ensure issues identified during onboarding or deployment are effectively transitioned into ongoing support processes

Collaborate with Product Engineering to ensure repeat issues, bugs, and customer complaints are properly logged, prioritised, and tracked through to resolution

Facilitate feedback loops between support, product, and delivery teams to improve product quality and customer experience

Identify systemic issues and drive root cause analysis and long-term fixes

Service Performance & Reporting

Monitor and report on service KPIs, including:

SLA adherence

Incident volumes

Resolution times

Customer satisfaction metrics

Produce and present service reports and dashboards to internal stakeholders and customers

Identify trends, risks, and improvement opportunities

Continuous Improvement

Drive service improvement initiatives to enhance efficiency, automation, and customer experience

Implement best practices in IT service management (ITSM)

Support service transition activities for new products or services

Requirements:

Proven experience in a Service Delivery Manager, Head of Support, or Service Operations role

Strong background managing technical support or service desk teams

Experience working within ITIL-based service management frameworks

Demonstrated experience managing SLAs and service performance metrics

Experience presenting service performance reports to customers or senior stakeholders

Experience working cross-functionally with engineering, product, and delivery teams to resolve service issues and improve product quality

Strong leadership, people management, and coaching skills

Excellent communication and stakeholder management abilities

Desirable:

ITIL certification (Foundation or above)

Experience with enterprise ITSM tools (e.g., ServiceNow, Zendesk, Ivanti Neurons)

Experience managing enterprise customer support environments

Experience implementing service improvement or operational transformation initiatives

WHY JOIN BLACK RAINBOW?

BlackRainbow is ambitious, driven and deeply cares about the ability to make a difference to people’s lives with our software. Be a part of our team as we scale up.

SOME OF OUR BENEFITS:

Competitive salary

Fully remote with working from home expenses

Flexible working hours

Twenty-five days annual leave (in addition to public holidays)

Pension

Private health care which includes family members

Death in service (three times annual salary)

Training support

Regular company meetups

If you have the skills and experience plus the drive and ambition to be successful in this role, please apply through the link above or at  Careers | BlackRainbow.