Principal Service Manager

🔒 Confidential Employer
Posted 24 March 2026
LOCATION
Cambridge
TYPE
Full-time
LEVEL
Mid-Senior level
CATEGORY
IT Service Management
This employer holds a UK Home Office sponsor license — sponsorship for this specific role is at the employer’s discretion

SKILLS

IT Service Management Stakeholder Management Customer Relationship Management Service Delivery Team Leadership Communication Skills Customer Focus IT Service Delivery

FULL DESCRIPTION

Principal Service Manager, Cambridge/ Esher

[Employer hidden — view at passion-project.co.uk] delivers secure, transformational IT solutions across the UK, combining resilient infrastructure, advanced cyber security, intelligent automation, and modern cloud services. Our services are supported by a 24/7 Managed Services Operations Centre and backed by industry-leading security accreditations.

As a Principal Service Manager, you will be a senior leader responsible for the overall health, success, and growth of strategic customer relationships. Acting as a trusted advisor, you will ensure services are delivered effectively, customers realise value, and long-term satisfaction and retention are achieved.

This is a high-impact role for someone who thrives at the intersection of service delivery, customer success, and relationship management.

Key Responsibilities

  • Build and maintain strong, senior-level customer relationships.
  • Own the end-to-end success of strategic and business-critical customers.
  • Ensure services meet contractual commitments, SLAs, and customer expectations.
  • Lead and manage onsite service teams.
  • Drive customer satisfaction, retention, and advocacy.
  • Identify service risks, issues, improvement opportunities, and growth potential.
  • Manage customer escalations to timely resolution.
  • Report on service performance, customer health, KPIs, and SLAs.
  • Collaborate cross-functionally to deliver continual service improvement.
  • Contribute to account strategy, communications, and business development.
  • Champion a “Our Customer, One Roc” culture and coaching mindset.

Essential Skills & Experience

  • 5+ years’ experience in IT service management or large-scale IT service delivery.
  • Strong stakeholder management, including C-suite engagement.
  • Experience leading or coaching teams.
  • Excellent communication, organisation, and customer-focused skills.
  • Comfortable in fast-paced, high-pressure environments.
  • Eligible and willing to obtain Security Clearance.

Desirable

  • Experience working for a Managed Service Provider (MSP).
  • Strong understanding of enterprise technologies.
  • Experience driving operational or process improvements.

Who You Are

  • Customer-focused, proactive, and solutions-driven.
  • Resilient, adaptable, and commercially aware.
  • A collaborative leader with a strong “One Roc” mindset.
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