Service Engagement Manager | Driving Customer Success

Service Engagement Manager | Driving Customer Success

Level: Mid Level career

Location: Newcastle
Experience: Experience in PMO, Service Management, Delivery Controls, Delivery Management, Resource Management, or other engagement-focused roles.

About the Role

We're partnering with an organisation seeking a Service Engagement Manager to support the successful delivery of a complex client account. This is a highly visible role that sits at the heart of programme operations, bringing together resource management, workforce planning, commercial governance, supplier management, stakeholder engagement, and continuous improvement activities.

You'll work closely with account and delivery leadership to ensure the right people are in the right place at the right time, whilst maintaining operational excellence across the engagement. This role offers the opportunity to influence strategic decisions while remaining hands-on in day-to-day operations, reporting, forecasting, and governance activities.

What You’ll Be Doing

In this role, you'll be responsible for:

• Leading end-to-end staffing activities across multiple delivery teams.
• Managing workforce forecasting and partnering with delivery leads to understand future resource demand.
• Coordinating recruitment and onboarding activities with internal teams, suppliers, and subcontractors.
• Supporting resource allocation decisions to ensure delivery commitments are met.
• Maintaining accurate workforce data, reporting, and forecasting information.
• Providing operational support across a complex delivery environment.
• Developing and maintaining operational trackers, tools, dashboards, and reporting mechanisms.
• Producing management information and operational insights to support leadership decision-making.
• Assisting with workforce-related financial forecasting and planning activities.
• Building and maintaining strong relationships across delivery, account, client, and supplier teams.
• Acting as a trusted point of contact for programme, workforce, and operational queries.
• Facilitating communication between stakeholders and helping to resolve risks, issues, and dependencies.
• Supporting governance reviews, reporting cycles, and programme controls.
• Identifying and implementing process improvements that enhance efficiency, visibility, and control.

Essential Requirements

To do well in this role, you’ll need:

• Experience working within PMO, Service Management, Delivery Controls, Delivery Management, or similar engagement-focused roles.
• Excellent stakeholder management and communication skills.
• The ability to coordinate multiple priorities within a fast-paced delivery environment.
• Experience producing management information, reports, and operational insights.
• A proactive, solutions-focused mindset with strong attention to detail.
• The ability to build trusted relationships and influence stakeholders at varying levels of seniority.
• Eligibility to work in the UK
• Ability to obtain SC clearance

Desirable (Not Required)

These aren’t essential, but they’re a bonus:

• Experience with Power BI, Power Platform, or SharePoint.
• Experience working in government, public sector, or regulated environments.
• Knowledge of commercial governance, workforce forecasting, and process improvement/automation initiatives.

What We're Looking For

We'd love to hear from people who are:

• Highly organised and naturally detail-oriented.
• Comfortable working across multiple stakeholder groups and levels of seniority.
• Collaborative, relationship-focused, and confident influencing others.
• Proactive in identifying opportunities to improve processes and ways of working.
• Passionate about innovation, automation, operational excellence, and delivering real business value.

Why Join Us?

• Dedicated support: Ongoing mentoring and guidance from experienced professionals
• Upskilling opportunities: Training and development to further strengthen your skillset
• Career growth: Work on impactful projects and progress into more senior roles
• Collaborative culture: A team environment that values knowledge sharing and continuous improvement
• Competitive salary and benefits package

Our Approach to Hiring

If you’re ready to take the next step in your career and grow with the support of _nology and a dedicated team, submit your application now. We look forward to hearing from you!