Service Manager

Service Operations & Support   |   Nottingham

POSTED: 10/10/2022

Introduction to Red Box

Red Box is the leading dedicated voice specialist, empowering organisations to capture, secure and unlock the value of enterprise wide voice. With the most open and connected platform, we capture and transcribe voice communications from over 55 systems (legacy and new), across global enterprises and SMEs. Our customers retain complete data sovereignty and we connect them to the broadest partner ecosystem to maximize the value of captured voice data.

Working with our global reseller channel and direct enterprise customers, we are trusted by leading organisations across financial, contact centre, government and public safety sectors (including six of the world’s top banks, 85% of global interdealer brokers, 1,700 call centres and over 70% of UK police forces) and we capture and secure millions of calls daily for over 3,400 customers around the world.

Quantify, Red Box’s market leading compliance recording platform has underpinned Red Box’s growth for the past 15 years and the platform is differentiated in terms of breadth of connectivity, resilience and ease of deployment. Over the last 2 years Red Box has built on its success by developing its next generation enterprise voice platform (Conversa), giving clients:

• Open access and control over their Voice data
• The ability to capture high quality real-time data from anywhere and stream to AI applications
• Support for all variants of cloud, on premise and hybrid delivery through one application
• The freedom to use the data with any application anywhere
• A significant reduction in their TCO

Red Box has now announced the limited release of Conversa and its launch, coupled with the ongoing success of Quantify is vital to the company’s revenue growth strategy.


Purpose of Role

To provide Service Management to a range of clients buying the Red Box software product. 


Reporting Line

You will be reporting into Head of Service Management (in the UK).  You will work within a small team of Service Managers who are primarily UK based.


Primary Responsibilities

The Service Manager is responsible for in-life service across all Red Box products and services provided to our key business customers. Service Operations are responsible for the customer experience and delivery of the ITIL Service Processes to meet contractual and client experience commitments.   Delivers and runs service management operational processes and structure.  This includes much of the ITIL stack – Incident, Problem, Change, Service Request, Major Incident management.

  • Able to lead and run joint service management activities with the client – e.g. CAB’s, Service Reviews, Continual Improvement plans
  • Ensures services are performed within contractual obligations – able to manage the business priorities of SLA’s, KPI’s and other strategic objectives daily.
  • Fosters a positive collaborative relationship with the client and key stakeholders within Red Box.
  • Able to balance delivering excellent client experience with commercial and operational reality
  • Manage escalations to satisfactory conclusion
  • Works with sales to ensure there are no support barriers to revenue generation
  • Potential to multitask to take on additional accounts in the future and be able to balance those priorities.

Skills & Experience

  • Sound understanding of ITIL concepts.
  • Strong client skills. Used to fully client facing role.
  • Worked in an IT Environment so conversationally literate on IT and willing and able to pick up new IT concepts
  • Self-starter – can work independently and prioritise
  • Hands on attitude – flexible
  • Service Now (or ticketing system) skills
  • Good Excel and reporting skills
  • Flexibility including some potential on call duties
  • Has worked within an Agile framework

Benefits for you (from your first day)

  • Flexible & Agile working
  • 33 days holiday, inc. Bank Holidays, plus 1 day for your birthday
  • Life Assurance x 4, Pension, Health Cash Plan

We are an equal opportunities employer and believe that inclusivity is vital to our success. If your skills and experience aren’t a complete match for our criteria, but you know you have something to give, we want to hear from you. We support our teams to do their best work through flexible and part-time options.


We value people who can support our Red Box employee value proposition ‘courageous, competitive, collaborative’

Closing date: Friday 11th November 2022