Head of Service Management

London - Full Time

About Zuno

When you join Zuno, you join more than a trailblazing installation company. You become part of a rapidly growing team of experts. A proud partner with E.on, EDF Energy, Worcester Bosch, B&Q, Tesla, and Rangers/Watford Football Clubs – among others. Backed by Brookfield and a part of the HomeServe group, a team that works together to empower our customers' homes and lives.

Zuno offers…

• A great team culture – You will work across departments to make incredible things happen. Then, celebrate regularly with team socials and annual parties.

• A market-leading tech platform – Our team of developers is constantly improving our award-winning platform to support customers and engineers.

• Employee progression – We're passionate about our products and enjoy helping others. We also encourage extra training to support career progression.

• Customer champions – Our unique online journey empowers our customers. And through our award-winning app, we provide ongoing five-star support throughout the lifetime of our products.

• Award-winning products – We work with leading manufacturers to install high-quality products, with many being Which? and Quiet Mark approved.

• Global investors – We're proud to be backed by Brookfield and part of the HomeServe Group
  

The role

We are looking for a hands-on leader to build and own our Service Operations function. You will not just manage a team; you will lead them to define the process for how we support incidents and crises across our group.

The role requires strategy and operational rigour, ranging from designing scalable processes (SLAs, escalation paths, post-mortems) to serving as the overall Incident Manager during an outage (ensuring processes are followed through to completion). You will lead our support function, including guiding our current Application Support team and enhancing our existing Incident and Problem Management practice across the company. You know ITIL, but you know how to adapt it for a fast-paced SaaS company without creating bureaucracy.

Responsibilities

Strategic/governance

• Owns the service management strategy for the SaaS platform (incident, problem, and crisis management), building the initial framework considering the existing teams and processes, and recommending what’s required to take us forward.

• Designs the department's structure, informs budget, owns headcount for the function, and identifies how to structure our service management function as the company scales.

• Owns tooling strategy and vendor selection, staying close enough to the detail to configure tools directly (Jira, PagerDuty, ServiceNow, etc.) when needed.

• Identifies potential future business risks with existing or new processes and proactively solves, manages or escalates appropriately.

Process/practice ownership

• Plans and facilitates crisis tabletop exercises in the early stages, handing ownership to managers or senior staff as the practice matures.

• Acts as Incident Manager during the most severe incidents, supporting our application support team and coaching others, then moving into a governance/escalation role as it matures..

• Is the primary interface between Service Management and InfoSec/Compliance, ensuring that service incident workflows are compliant, auditable, and reported correctly to legal/leadership.

• Owns SLA/SLO commitments to internal and external clients, defining what "good" looks like before handing off day-to-day monitoring.

• Alongside client success management, owns client-facing communication strategy during major incidents, including direct involvement on high-stakes cases.

People/organisation

• Manages the team directly in the early stages, and designs appropriate structures as our business expands.

• Develops the people in our teams, giving talent space to grow and progress.

• Sets department KPIs and reports on them to leadership.

• Primary liaison with exec leadership and key clients on service performance and risk.

• Owns vendor/supplier relationships for service delivery tooling.

Skills

• 10+ years in Technical Support, Service Operations, or Incident Management, including significant time in a SaaS/software environment

• Proven experience building an incident, problem, or crisis management function - not just operating within an existing one

• Track record of acting as Major Incident Manager for high-severity, customer-facing outages

• Experience managing managers, or clear evidence of mentoring senior ICs into management-ready candidates

• Strong working knowledge of ITIL practices, with demonstrated ability to adapt them for a fast-moving SaaS environment rather than applying them rigidly

• Experience designing and running crisis tabletop exercises

• Demonstrable experience integrating service management processes with broader compliance and information security functions (e.g., handling sensitive data incidents or regulatory reporting)

• Experience selecting, configuring, and owning vendor relationships for service management tooling (Jira Service Management, PagerDuty, ServiceNow, Zendesk, Incident.io, etc.)

• Excellent stakeholder management skills, including experience presenting service performance and risk to exec leadership

• Strong written and verbal communication, including experience owning external/client-facing comms during major incidents

Beneficial but not essential

• Experience scaling a support or service management function through a period of company growth (e.g., building the case for 24/7 coverage)

• Formal ITIL certification (Foundation or above)

• Experience in a regulated or client-contractual SLA environment

• Experience building career/competency frameworks for a support or service management team
  

Benefits:

• 30 days annual leave + bank holidays

• Private medical cover with Aviva*

• 4 x salary Death in Service cover with Zurich*

• Paid 6 months maternity pay after a year of service

• Paid paternity pay after a year of service

• Salary sacrifice pension matched up to 6%

• Ongoing training & development opportunities

• Social events

*After probationary period