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Service Manager

at Kin + Carta Europe

Location: Manchester

Department: Delivery

About Kin + Carta

Want to help build a world that works better for everyone? Kin + Carta is a global digital transformation consultancy that makes a difference to the billions who now work, play, shop, communicate and share online.

Join 1,600 curious and diverse minds in connecting people, data and technology to produce amazing experiences for some of the world’s most influential companies. Become a maker, builder or creator as we explore the possibilities of sustainable digital technology, helping clients to rapidly innovate, modernise their systems, enable their teams, and optimise for continued growth. 

We focus on tech but we’re a proudly inclusive business with trust and human connection at its heart. People, the planet, and profit matter equally to us which is why we’re a certified B Corporation in the United States and Europe. With additional offices in South America, there is a place for you here wherever you’re based.

The Service Manager role in a nutshell

We are looking for a, driven and detail-oriented Service Manager to join an established multi-disciplinary team, which includes Client Services, Project Management and a talented team of Front and Back End Developers, on one of our key accounts. 

In this role you will manage the support function for several clients and their websites, leading and enabling a cross-functional team to deliver high-quality outcomes from the solutions we develop and deploy.  The overall objective is constantly improving, adapting and maintaining these sites for a diverse stakeholders across the client. Changes can range from small copy updates to large-scale rebuilds.

The dedicated Service Manager will be responsible for the delivery for all mid-tier work we carry out for the account, while simultaneously supporting the wider dedicated team.

You must be a positive, energetic individual who excels in working in a collaborative environment.

Primary duties and responsibilities 

  • Lead the delivery of all relevant tasks and projects
    • Managing client/stakeholder relationships
    • Scoping and/or reviewing requirements
    • Resource planning and allocation
    • Scheduling and managing internal resources and external stakeholders against defined timelines 
    • Project administration e.g. documentation

  • Incident management
    • Follow agreed incident processes and escalate where required
    • Manage client communications during all incidents
    • Incident reporting when necessary
    • Implement and manage new procedures when incidents were avoidable
    • Adhere to Service Level Agreements

  • Commercial reporting
    • Regular client and internal financial reporting
    • Input on account revenue and resource forecasting

Skills and Experience

  • Experience of working in a technical Web Design and Build environment
  • Strong demonstrable evidence of client management
  • Commitment to the principle of continuous improvement
  • Strong written and verbal communication skills
  • Excellent problem-solving skills
  • Excellent organisational skills
  • Natural servant leadership skills
  • Previous Project Management or Client Services experience preferable
  • Diligent and detail-oriented
  • Ability to deliver and manage workload within high pressure situations 
  • Sound commercial awareness
  • A sound working knowledge of working with Jira is desirable but not essential 
  • Experience of an agile working environment  is desirable, an interest is essential 
  • Experience of managing social media accounts on behalf of clients is desirable but not essential
  • Willingness to travel within the UK 
  • A passion for all things digital

Our benefits

Curious minds are nurtured at Kin + Carta through a wide range of benefits including:

Continuous learning £1,000 annual learning budget
Hybrid working policy Hybrid remote working policy
Leadership icon Global leadership programmes
Flexible working icon Flexible working hours
present icon Enhanced Christmas leave
dog icon Dog friendly offices
Discounted private healthcare Subsidised private healthcare
Affordable gym membership Discounted gym membership

Apply for this role

Whoever you are, wherever you’re from and whoever you love, you’ll find an open door at Kin + Carta. It’s yours to walk through if you’re passionate about building a better world for everyone, and you’re keen to be part of a diverse and inclusive culture that plays to people’s strengths and thrives on togetherness.