Commercial Services Manager

About the CompanyWe're Hiring: Manager – Commercial and Service ManagementLocation: Melrose ArchType: Full-time / HybridAbout the RoleAre you commercially astute, customer-obsessed, and passionate about driving growth while delivering exceptional service? We're looking for a Manager: Commercial and Service Management to lead our commercial strategy and service excellence initiatives. This role is pivotal in balancing revenue generation with operational performance, ensuring financial discipline, and fostering long-term client relationships through outstanding service delivery. This role is a creation of a hybrid operational and sales role aimed at growing managed operations and expanding the commercial footprint.ResponsibilitiesCommercial Management Build and maintain a qualified sales pipeline to meet growth targets.Manage contract lifecycles, renewals, commercial reviews and escalations.Ensure accurate invoicing and eliminate billing leakage.Strengthen customer relationships to reduce churn and drive expansion.Deliver timely commercial reporting to support strategic decisions.Service Management Oversee service delivery to meet SLAs and uptime targets.Lead incident and problem management to enhance customer experience.Govern change and release processes to minimize service risk.Drive continuous improvement and service optimization.Champion a culture of customer-centric service excellenceLeadership & Reporting Mentor and develop junior team members.Provide actionable performance dashboards and reports.Act as the bridge between commercial, operations, and executive teams.Identify risks and implement proactive mitigation strategies.Overseeing two current service managers managing 50 accounts each, with plans to increase to eight accounts per manager.Provide support to a team that currently includes in excess of 15 to 20 account managers, indicating a large and complex sales environment. QualificationsBachelor’s degree in Business, Commerce.5+ years’ experience in commercial management, service delivery, or operations leadership.Strong understanding of B2B contracts, SLAs, ITIL frameworks, and financial governance.Driving new business acquisition and expanding existing client accounts — this will represent approximately 50% of your role.Ideally, a background in software, SaaS, or ICT environments, showing flexibility in industry background.Experience in contract and account management with a focus on customer experience is critical. Required SkillsStrategic thinking & commercial acumenContract negotiation & managementCustomer relationship & service delivery excellenceFinancial discipline & analytical problem solvingLeadership & team developmentStrong communication & stakeholder engagement Be part of a high-impact role that directly influences business growth and customer success. Work in a dynamic environment that values innovation, accountability, and collaboration. Opportunity to lead cross-functional initiatives and shape service excellence.