Service Management Engineer

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  "source_hash": "daf9fcf222520cc86658ed792dada9a400092893ff49272de5f2e10c79489c42",
  "last_changed_at": "2026-05-30T05:42:06.355Z",
  "active_status": "active"
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{
  "language": "en",
  "location": {
    "raw": "Cardiff, South Glamorgan, CF10 1DY, United Kingdom",
    "city": "Cardiff",
    "region": "South Glamorgan",
    "country": null,
    "is_remote": false,
    "confidence": 0.8
  },
  "salary_max": null,
  "salary_min": null,
  "inferred_at": "2026-06-06T10:27:22.659Z",
  "launch_scope": {
    "reason": "bamboohr_production_catalog",
    "included": true,
    "location": {
      "raw": "Cardiff, South Glamorgan, CF10 1DY, United Kingdom",
      "city": "Cardiff",
      "region": "South Glamorgan",
      "country": null,
      "is_remote": false,
      "confidence": 0.8
    },
    "countries": []
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  "remote_policy": null,
  "salary_period": null,
  "workplace_type": "on_site",
  "salary_currency": null
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{}

{
  "list_job": {
    "id": "231",
    "isRemote": null,
    "location": {
      "city": "Cardiff",
      "state": "South Glamorgan"
    },
    "atsLocation": {
      "city": null,
      "state": null,
      "country": null,
      "province": null
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    "departmentId": "18903",
    "locationType": "2",
    "jobOpeningName": "Service Management Engineer ",
    "departmentLabel": "Business Solutions",
    "employmentStatusLabel": "Full-Time"
  },
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  "detail_job_opening": {
    "location": {
      "city": "Cardiff",
      "state": "South Glamorgan",
      "postalCode": "CF10 1DY",
      "addressCountry": "United Kingdom"
    },
    "datePosted": "2026-03-30",
    "atsLocation": {
      "city": null,
      "state": null,
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    },
    "description": "<p><span><span>We’re</span><span> looking for a passionate and customer-focused </span></span><span style=\"font-weight: bold\"><span><span>Service</span><span> Management Engineer </span></span></span><span><span>to join our team.</span><span> </span><span>The Service Management Engineer</span><span> role</span><span> unifies </span><span>our N</span><span>etwork </span><span>O</span><span>perations </span><span>C</span><span>entre (NOC) capabilities with customer-facing B2B Service Desk responsibilities to ensure robust service delivery</span><span> across the customer base</span><span>. </span><span>The </span><span>role</span><span> monitors service performance</span><span>,</span><span> </span><span>performs regular maintenance, configuration changes, </span><span>own</span><span>s </span><span>incident resolution and </span><span>B2B </span><span>customer updates, executes well-controlled change, and </span><span>maintains</span><span> high-quality technical documentation—working closely </span><span>with all areas of the business as well as e</span><span>xternal partners to meet SLAs and provide </span><span>a positive customer experience.</span></span><span> </span></p>\n<p><br><br></p>\n<p><span><span>Reporting to the<span> </span></span></span><span style=\"font-weight: bold\"><span><span>B2B Delivery Manager</span></span></span><span><span>,<span> </span></span><span>you’ll</span><span><span> </span>take a proactive, customer-first approach and bring a genuine interest in new and emerging technologies.<span> </span></span><span>You’ll</span><span><span> </span>be keen to grow your technical skills through structured learning paths and industry certifications, building a solid foundation across our full suite of products and services.</span></span><span> </span></p>\n<p><span><span>Beyond your technical<span> </span></span><span>know-how</span><span>,<span> </span></span><span>you’ll</span><span><span> </span>develop a strong understanding of our customers’ needs and play<span> </span></span><span>an important role</span><span><span> </span>in evaluating and improving our services. As a key point of contact,<span> </span></span><span>you’ll</span><span><span> </span>be a trusted representative of our company—reflecting our values and delivering an exceptional customer experience in every interaction.</span></span><span> </span></p>\n<p><br><br></p>\n<p><span><span>The Service<span> </span></span><span>Management E</span><span>ngineer role will include, but not be limited to: </span><br></span><span> </span></p>\n<p><span><br></span><span> </span></p>\n<ul>\n<li><span style=\"font-weight: bold\"><span><span>Empower Customers and Colleagues</span></span></span><span><span>: Deliver training</span><span>,</span><span> </span><span>technical </span><span>support</span><span> and guidance</span><span> to both peers and the wider business, ensuring customers</span><span> and internal stakeholders</span><span> receive clear, informative guidance through well-structured training materials and knowledge base articles.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-weight: bold\"><span><span>Own Customer Success in Incident Management</span></span></span><span><span>: Take full ownership of </span><span>Network based and </span><span>B2B </span><span>customer specific</span><span> incidents</span><span> being received by Customer Care 1</span></span><span><span>st</span></span><span><span> Line</span><span>, working proactively to </span><span>identify</span><span> root causes,</span><span> and work with the relevant parties for a resolution. </span></span><span> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-weight: bold\"><span><span>Work as Part of a</span><span> Hi</span><span>gh </span><span>P</span><span>erforming </span><span>T</span><span>eam</span><span>: </span></span></span><span><span>ensuring that </span><span>internal and external communication channels</span><span> </span><span>are</span><span> always supported and responses are within SLA. </span></span><span> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-weight: bold\"><span><span>Ensure Seamless Service Delivery</span></span></span><span><span>: Act as a trusted partner to customers </span><span>and internal stakeholders </span><span>by ensuring our services are</span><span> </span><span>delivered and </span><span>maintained</span><span>, aligned with customer </span><span>and business </span><span>expectations, SLAs, and our commitment to outstanding service.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-weight: bold\"><span><span>Always </span><span>Proactive</span></span></span><span><span>: Monitoring service performance and integrity using advanced management tools and systems. Perform regular maintenance, upgrades and configuration changes as </span><span>required</span><span>. Getting ahead of issues before they materialise. </span></span><span> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-weight: bold\"><span><span>Prevent Recurring Issues</span></span></span><span><span>: Play a key role in problem management by </span><span>identifying</span><span> patterns, implementing preventive measures, and continu</span><span>ally</span><span> improving the customer experience. </span></span><span> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-weight: bold\"><span><span>Drive </span><span>Order Delivery</span><span> Success</span></span></span><span><span>: Engage directly with customers in structured </span><span>order delivery engagements</span><span>, ensuring that work is completed efficiently and in alignment with their needs and expectations.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-weight: bold\"><span><span>Own and Execute Change Management</span></span></span><span><span>: Manage change with precision and accountability, ensuring all are well-documented, peer-reviewed, and executed in line with best practices. </span><span>This includes </span></span><span><span>UAT</span><span> support and understanding the impact of making changes to live environments.</span><span> </span></span><span> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-weight: bold\"><span><span>Maintain High Standards of D</span><span>ocumentation: </span></span></span><span><span>Create and </span><span>maintain</span></span><br><span><span>N</span></span><span><span>etwork and </span><span>B2B </span><span>C</span><span>ustomer specific documentation, including but not limited to, network diagrams, configurations, operational and customer specific processes documentation.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-weight: bold\"><span><span>Take Ownership of Issue Resolution</span></span></span><span><span>: Triage and escalate issues as needed while </span><span>maintaining</span><span> </span><span>ownership of the</span><span> process</span><span>, ensuring </span><span>timely</span><span> updates and striving for first-contact resolution</span><span> where possible.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-weight: bold\"><span><span>Collaborate for</span><span> </span><span>Success</span></span></span><span><span>: Engage </span><span>across</span><span> our </span><span>internal departments</span><span> and external third parties where required,</span><span> to ensure seamless</span><span> network and customer operations and swift resolution</span><span>, always prioritizing customer satisfaction and communication.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-weight: bold\"><span><span>Deliver Exceptional On-Site Support</span></span></span><span><span>: When </span><span>required</span><span>, provide hands-on installation and maintenance service</span><span>s</span><span>, ensuring a </span><span>positive experience for our B2B customers.</span></span><span> </span></li>\n</ul>",
    "compensation": "£31,212 ",
    "departmentId": "18903",
    "locationType": "2",
    "seekPromoted": false,
    "jobCategoryId": null,
    "jobOpeningName": "Service Management Engineer ",
    "departmentLabel": "Business Solutions",
    "jobOpeningStatus": "Open",
    "minimumExperience": "Mid-level",
    "jobOpeningShareUrl": "https://ogi.bamboohr.com/careers/231",
    "employmentStatusLabel": "Full-Time"
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}