Service Manager
hace 17 horas
Bath
Salary: £47,000 - £50,000 per year Location:Bristol, UK Contract: Full time, Fixed Term Contract Ecosurety is seeking a highly capable Service Manager to take full end-to-end ownership of the operational delivery of our data collection service. This role is accountable for ensuring that our Collect service is delivered efficiently, consistently, and in line with both client expectations and internal performance standards. The successful candidate will lead the operational strategy, team delivery, and continuous improvement of the serviceensuring scalable processes, strong data integrity, excellent client experience, and alignment with commercial and contractual requirements. You will also work cross-functionally with Product, Technology, Sales and Members teams to ensure the service evolves in step with client needs, regulatory changes, and internal priorities. This is a role for someone who thrives on operational accountability, enjoys improving systems and processes, and is motivated by delivering measurable outcomes. Ecosurety is an industry leading company of 95+ people, based in the heart of Bristols vibrant city centre, with a mission to accelerate change towards an environmentally and socially sustainable world. Our clients are many of the UK big brands and retailers, often facing particularly big challenges over their use of packaging. We are a Certified B Corp, committed to balancing profit with our social and environmental impact. If this sounds like your sort of place, we hope to hear from you soon. Job description Operational ownership • Accountable for the operational delivery of the Collect service, from client onboarding and contract setup through to service execution and performance reporting., • Ensure service delivery meets agreed KPIs, contractual commitments, regulatory expectations, and internal quality standards., • Lead the design, optimisation, and maintenance of efficient, scalable, repeatable processes across all areas of data collection delivery., • Identify bottlenecks or inefficiencies and drive data-led improvements to workflow, tooling, and team operations., • Collaborate with Product and Technology teams to shape and implement platform enhancements (including automation and UX-led improvements) that increase efficiency and reduce manual effort., • Provide day-to-day leadership, coaching and direction to the delivery team, promoting a high-performance culture rooted in accountability, creativity, and collaboration., • Manage team capacity and resourcing, ensuring delivery is aligned with commercial priorities, project requirements, internal targets, and forecasts from the sales pipeline and time tracking data., • Develop, implement, and maintain a clear KPI framework across the data collection service, covering efficiency, timeliness, quality, data completeness, and client outcomes., • Establish regular reporting mechanisms to monitor performance, communicate results, and drive improvement initiatives., • Lead root-cause analysis and corrective action planning where KPIs fall short of expectations., • Support the Members team in driving client retention and growth through strategic input and collaborative sales efforts., • Act as the operational voice in cross functional conversations, ensuring product development and platform enhancements reflect delivery needs, client requirements, and operational realities., • Maintain close oversight of high-value client delivery, ensuring exceptional service while upholding clearly defined scope and preventing unmanaged expansion of requirements., • Lead client meetings and on-site engagements where necessary., • Act as the in-house subject matter expert for the Collect product, guiding the team and wider business on service capabilities and delivery., • Champion data integrity, compliance, and accuracy across all projects, especially within highly regulated environments., • Proven experience in operational or project management, ideally within a regulated, data-driven or technology-enabled environment., • Strong leadership skills, with a track record of managing and developing high-performing teams., • Ability to prioritise workloads effectively and manage time to ensure project milestones are met., • Experience managing operational KPIs and running performance governance processes., • Advanced skills in data management and analysis, with extensive experience in Microsoft Excel or other similar tools., • Proactive approach to learning and implementing new technical knowledge, maintaining high standards for data integrity and compliance., • Confidence working cross-functionally with product and technology teams to implement process improvements and technical solutions., • Commercial awareness, with the ability to balance client satisfaction, operational efficiency, and profitability., • Excellent communication and stakeholder engagement skills, with experience handling senior clients and managing complex relationships., • A problem-solving mindset and a proactive approach to identifying opportunities for service improvement., • £47,000 - £50,000 per year, • Fixed term until June 2027, • Full-time (would consider some flexibility for the right candidate), • 28 days holiday plus 8 bank holidays, • 5 x salary life insurance, 7% employer pension contribution, up to 10% bonus, employee health cash plan, paid sick leave, critical illness cover, 2 weeks workcation, options to buy additional holiday or unpaid leave, 3 days volunteer leave, happy to talk flexible working, remote working, wellbeing support, great office location, £250 home working set up payment. 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