Job Details
Job title
Manufacturing IT Service Support Manager
Independent Solution Provider
East Midlands
£50,000 - £60,000
Healthcare, Salary Sacrifice, Childcare Vouchers
Job type
Job Ref.
Date posted
Sarah Clarke

Automation Experts Ltd –

Immediate Job Opportunity


Service Support Manager – Manufacturing IT

East Midlands

£50k - £60k

Pension, Healthcare, Mileage

Ref SJH 20650


Leading UK Automation business has urgent opportunity for a skilled Service Support Manager with proven manufacturing IT knowledge. You are required to manage support services to contracted service levels to a customer / portfolio of customers, delivering a high level of customer satisfaction underpinned by a CI initiative and developing a value-add proposition. You will be the key customer advocate acting as the voice of the customer internally.


The Service Support Manager will fully understand the contract, commercials and SLA’s/KPI’s within their Customer portfolio and support the understanding of these within the wider business.



·       SLA Management

·       Multiple Existing Account/New Account Management

·       Be able to build and negotiate new SLA agreements

·       Manage and Develop the UK Division Support teams

·       Act as the client advocate on operational and service management matters

·       Build relationships and rapport with key client contacts

·       Attend both internal and external service review meetings as required.

·       Client Satisfaction Measurement and complaint handling

·       Monitor and report Service KPIs, activities and service improvements as required

·       Provide day to day leadership, management and guidance to all staff

·       Increase Profit by Margin and Cost Control of Support Agreements 

·       Implement processes to help maintain, manage and improve productivity and efficiency

·       Working alongside the Account Management teams and business development teams, to identify opportunities to expand the service offering portfolio and customer base within the UK


The Service Support Manager will have:

·       Line Management experience – current team of 14 with potential for growth

·       Experience in leading multi-disciplined technical teams

·       Ability to manage SLA’s and negotiate new ones

·       Possess proven background of manufacturing IT

·       Possess ITIL or other industry standard equivalent Service Management frameworks certification (ITIL Foundation as a minimum)


You must also have flexibility to support clients out of hours as required.


This is an excellent opportunity to join an international company who are an expert in control technologies and provide further training and development for all employees.


Salary c£50-60k experience dependent with package to include Share Purchase Plan, Healthcare, Salary Sacrifice, Flexible Working, Childcare Vouchers, Eyecare Vouchers, and Mileage Allowance.


Located in the East Midlands, this role is commutable from within and around the following locations: Derby, Loughborough and Nottingham.


For further information call call Sharon Hill on  01902 212000 or 07764 208 419. Alternatively, email a copy of your current CV to  quoting the above reference number.


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