Job Description

Join us to help keep even more people and pets together when times are tough. For over a century, PDSA have provided vital veterinary care for the pets of people in financial hardship.


We're now on a journey to expand our reach to support even more people and their beloved pets. To achieve this ambitious goal, we need passionate and driven individuals who are ready to embrace change and help shape a future-focused PDSA. Together, we'll build a stronger organisation to ensure our services help those who need us most for the next hundred years.


If you're ready to make a real difference and be part of a team that's creating positive change, we want you to join us. Let's build a brighter future for pets and their owners, together.


As a Service Manager, you will:



Lead and develop a team of customer service experts, delivering 1st and 2nd tier business application support, technology support, incident management, problem resolution, and request fulfilment. Take ownership of the customer's first point of contact, ensuring routine requests and incidents are resolved effectively, and non-standard requests are handled through the right processes. Personally deliver VIP support to key stakeholders. Manage and strengthen the relationship with our managed support service provider, aligning in-house and outsourced provision for a seamless customer experience. Oversee Problem Management, using proactive root cause analysis to drive effective resolution and continuous improvement. Act as lead Major Incident Coordinator during outage or disruption events, ensuring clear communication and rapid recovery. Lead the introduction of ITILv4 or equivalent best practice frameworks into our service provision. Provide strategic input into systems and technology processes, policies, and process improvements, keeping pace with industry developments and applying them to our work.



We're seeking someone with:



Proven experience of leading technology and business application support provision. A track record of delivering excellent customer service. Excellent communication skills, with the ability to lead, influence, and inspire teams. An industry-recognised qualification in IT Service, customer service, or management (or working towards). Skills and knowledge in applying ITIL or equivalent best practice frameworks. Experience with ITIL v4, multiple ITIL, Agile or Prince qualifications, or degree-level education would be beneficial. (Desirable) A full UK driving licence, with willingness for occasional travel.


At PDSA, we care for both pets and people. As part of our team, you will enjoy a supportive, flexible working environment, along with a range of great benefits designed to make you feel valued:


Remote and flexible working options to suit your lifestyle.

25 days holiday (excluding Bank Holidays), with the option to buy or sell up to 5 additional days per year. An additional Wellbeing Day, so you can recharge whenever you need it. Generous pension schemes, starting at 5% contributions and increasing up to 10%. Life Assurance policy (4x annual salary) to give you peace of mind. Employee Assistance Program and Online Wellbeing Centre available 24/7 for confidential support. Retail and Holiday Discounts via our fetch platform, giving you access to a wide range of deals.


PDSA is committed to embedding a culture of diversity and inclusion within our teams that reflect the communities we serve. We aim to create a working environment in which all individuals can make best use of their skills, free from discrimination or harassment, and in which all decisions are based on merit. We offer a range of family friendly, inclusive employment policies and opportunities for flexible working arrangements to support team members from different backgrounds.


If you have any questions or concerns regarding accessibility, please contact us and we will be happy to discuss via email or telephone reasonable adjustments that you may require throughout the recruitment process.


We are committed to safeguarding and promoting the welfare of children, adults at risk and all our colleagues and expect everyone who works for us to also share this commitment and to treat people with courtesy and respect.


To support this commitment, our recruitment & selection processes are robust and rigorous. All appointments will be subject to satisfactory references and appropriate background checks.