Service Support Manager

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Location: Nottingham (Hybrid work available)
Salary: £35,000 p/a
Benefits: Private Healthcare, Pension, 25 days holiday rising to 30 over 5 years, Group Life Insurance, Income Protection, Gym Discounts, Free Fuel Fridays, Employee of the Quarter, Employee Referral program and many more.

Are you organised, detail-oriented, and passionate about delivering excellent IT services? Join a dynamic Service Delivery team as a Service Support Manager and help them ensure their clients receive outstanding support every step of the way. This is a fantastic opportunity for someone looking to grow into a Service Delivery Management role, with hands‑on experience and mentoring from experienced SDMs.

Established in the 80s, XMA has grown to become one of the top ten largest value-added resellers in the UK. We are an independent UK company with full geographic coverage and our skilled workforce serves a diverse customer base across the public and private sector. We win awards for our ability to help organisations and users achieve more with technology. We specialise in realising individual ambitions to transform and evolve, consulting, defining, adapting, and delivering on real-life outcomes.

We collaborate closely to bring that positive impact home.

As a Service Support Manager, you will play a key role in supporting our Service Delivery Managers (SDMs) in the smooth and effective delivery of IT services. You will be involved in customer communications, contract administration, performance reporting, and service improvement initiatives.

• Act as a point of contact for routine service queries and communications
• Schedule and coordinate customer meetings, prepare agendas, and track actions
• Assist with contract administration and maintain service documentation
• Support performance tracking against SLAs and KPIs
• Prepare clear and accurate service reports
• Analyse customer feedback and service metrics
• Contribute to continual service improvement (CSI) activities

• Strong organisational and administrative skills
• Confidence working with data and producing reports
• Basic understanding of IT service management (ITIL knowledge is a plus)
• Proficiency in Microsoft 365 tools (Excel, Word, Teams, SharePoint)
• Excellent communication skills both written and verbal
• A proactive, detail-oriented mindset and eagerness to learn

We are proud to be an equal opportunity employer committed to diversity and inclusion in the workplace. Qualified applicants will be considered for employment without regard to race, colour, religion, national origin, age, sex, sexual orientation, gender identity, physical or mental disability, protected veteran or military status or any other status protected by applicable law. We are a Registered Disability Confident Employer (Level 2) and will provide reasonable accommodation to enable full participation in the application and interview process.

If you have any such requirements, please let us know.

Keywords: Service Delivery Coordinator, IT Service Support Analyst, Service Delivery Associate, Service Management Administrator, Service Management Support Specialist