Service Development & Customer Support Manager

Bradford - UK

Monthly Salary: Not Disclosed

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

Were looking for a Service Development and Customer Support Manager to join us in Bradford.

The Service Development & Customer Experience Support Manager will play a key role in supporting the delivery of a high-quality commercially sound service to new and existing customers of the HR & Payroll Shared Service Centre.

The role is focused on commercial process and management particularly across the early phases of service generation impact assessment design pricing support and contracting for new and changed services. It ensures customer requirements are clearly defined commercial and operational impacts are understood documentation is robust and governance is followed from initial engagement through to operational handover. This role helps protect margin reduce commercial risk and ensure consistency in pricing and service scope.

In addition the role supports ongoing customer relationship management and strategic growth across varied customer types. This is an excellent opportunity for someone highly organised commercially minded relationship-focused and detail-oriented who wants to develop their career in Commercial management customer experience and Shared Services.

What will you be doing

Service Generation Commercial Assessment & Contracting

Supporting the early stages of service development and change including gathering customer requirements drafting documentation and conducting structured fact-finding.

Manage and prepare operational and commercial impact assessments for new or changed services summarising:

o Scope and service profile

o Risks and dependencies

o Resource and capacity considerations

o Timeline and go-live readiness

Coordinate internal reviews and inputs from HR Payroll Commercial and wider teams.

Support the creation maintenance and governance of:

o Commercial processes

o Service descriptions that feed into operating models

o Contractual schedules and change documentation

Ensure all proposals service changes and commercial activities follow agreed governance approval and escalation routes.

Customer Relationship & Experience

Support the Senior Manager in managing relationships with new and existing customers with a focus on commercially sustainable outcomes.

Assist with coordinating customer meetings capturing requirements gathering actions preparing materials and tracking progress.

Maintain accurate customer records communications and documentation to support consistent service delivery and commercial governance.

Prepare clear and accurate presentations to support customer discussions and internal decision-making.

Continuous Improvement & Strategic Support

Support the development and coordination of the yearly People Services strategy and objectives ensuring customer insight commercial activity and service improvements align with strategic priorities.

Identify opportunities to improve commercial processes customer touchpoints documentation quality and internal workflows.

Support the Senior Manager in driving a consistent structured approach to customer onboarding service change and commercial communication.

Contribute ideas and analysis to improve service transparency commercial decision-making and measurable outcomes.

We tend to look for people with:

Essential

Highly experienced in commercial processes service development customer onboarding or service change activity

Ability to create structured processes governance frameworks and approval routes.

Strong organizational and administrative skills; able to manage multiple priorities workstreams and deadlines.

Excellent written and verbal communication skills; confident engaging with stakeholders at all levels.

High attention to detail with the ability to produce accurate documentation summaries and impact assessments.

Confidence using Microsoft Office tools particularly Word Excel PowerPoint and Teams.

Interest in delivering excellent customer experience

Desirable

Experience in an HR Payroll Shared Service Centre or operational environment.

Understanding of SLAs KPIs risk management quality assurance and cost-to-serve considerations.

Basic data analysis skills

Personal Attributes

Customer-focused with a professional solutions-oriented approach.

Proactive self-motivated and curious with a willingness to learn and improve.

Strategic mindset able to connect day-to-day activity with wider People Services objectives and commercial outcomes.

Comfortable working in a fast-paced environment with shifting priorities.

Collaborative team player who builds trust across operational commercial and customer stakeholders.

Strong sense of ownership and accountability for quality accuracy and follow-through.

Whats in it for you

Competitive salary
25 days annual leave with the option to purchase 5 more
Access to wellbeing and mental health benefits such as the Calm app personal medical critical illness cover and dental insurance
Matched pension contribution up to 10%
24 hours of paid Volunteer Time Off
Discounted gym and wellness memberships
Access to our car benefit scheme
Access to our online learning platform to continue to develop and grow your career with us
The chance to join an innovative fast-paced and passionate team

Who we are:

Liberty Blume a Liberty Global company is a rapidly growing business services provider specialising in tech-enabled back-office solutions. Our mission is to deliver efficiency scale and value to our customers through Business Procurement and Financial Solutions. If youre curious customer centric and enjoy being one step ahead join us on our scale up journey and unlock your freedom to grow!

Liberty Global is an equal opportunity employer. If you are curious and resilient with a limitless mindset were eager to hear from you no matter your background.

Required Experience:

Manager

Were looking for a Service Development and Customer Support Manager to join us in Bradford.The Service Development & Customer Experience Support Manager will play a key role in supporting the delivery of a high-quality commercially sound service to new and existing customers of the HR & Payroll Shar...