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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Global Service Manager - **Company:** RDC - **Location:** Braintree, UK - **Contract:** Permanent contract - **Skills:** Microsoft Excel, Spreadsheets - **Published:** September 22, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=088422891cf27891 ## About the Role * Knowledge of the ITAD industry (preferred but not essential). * Experience in working directly with international customers or suppliers (preferred but not essential). * Ability to multitask across various tasks for numerous customers (essential). * Organized approach to ensure timely completion of all required tasks (essential). * Intermediate/advanced Excel skills (essential). * Experience and confidence in dealing with customers, managing queries, and escalations in a professional and polite manner (essential). * Team player with the ability to collaborate with others to achieve common goals (essential) * Keen eye for detail, particularly for the accuracy of quotations and assessing reports (essential). ## Description Take charge of the end-to-end service offering for allocated accounts, ensuring utmost customer satisfaction. This role involves a hands-on approach, encompassing pre-sales support, financial control, operational oversight and effective escalation management., * Provide pre-sales support to aligned sector sales specialists on global opportunities, including pricing, geographical capability analysis, and billing processes. * Generate both simple and complex quotations for existing customers. * Onboard new customers by obtaining necessary handover information from sales specialists, project managing the setup, and overseeing service implementation, with a focus on issue resolution. * Fully accountable for delivering services to customers as per agreements, proactively ensuring all KPIs/SLAs are met, or exceeded, and taking corrective action where necessary. * Conduct regular recorded service review meetings, preparing and presenting current performance. * Act as the primary point of contact for issue resolution and take responsibility for contract profitability to agreed levels. * Review fee management reporting and monthly CPR, aiming for all customers to achieve agreed margin levels. * Approve invoices, liaising with the Global Commercial Controller before finalization. * Receive and act on service requests from customers, ensuring customer reporting aligns with SoW requirements. * Maintain the Service Allocation Forecast Spreadsheet (SAF) Document to measure specific areas, including SoW, RPI, forecast for the next three months, converting customers to MyData, and assessing margin levels. * Monitor the performance and workload of the Global Coordination team to prioritize tasks and meet customer expectations/deadlines. * Manage and implement changes to service with SOW/CCN management for allocated customer accounts. * Develop current business streams while collaborating with Sales Specialists on new complex business opportunities. Performance Indicators: * Achieve goals set in the annual employee performance review. * Maintain agreed margins for all assigned customers (Contract Profitability Report). * Ensure customer satisfaction with minimal involvement from the Global Business Development Manager (Customer Satisfaction Status). * Satisfactory management of all aspects of service for assigned customers (SoW/ RPI/ rev/ margin/ trends/ forecast/ opportunities) using the SAF. Knowledge, Skills & Experience, * Is always results orientated - delivers what is needed, when it is needed and overcomes barriers * Keeps the customer at the heart of everything they do - even when faced with uncertainty and pressure * Listens to the customer carefully, manages and meets their expectations * Recognises and takes immediate steps to handle an issue or potential problem or lets the right people know about it Being Straightforward * Communicates and/or presents effectively to small groups * Shares information openly with others * Probes and identifies underlying causes of issues before suggesting solutions * When appropriate, involves others before making decisions Keeping Promises * Focuses on problem prevention first, then problem solving * Is committed to highest priorities, objectives and manages expectations * Expresses an appropriate sense of urgency to deliver key results on schedule Understanding People Matter * Develops and maintains collaborative relationships * Considers the impact of own behaviours and actions on others * Actively seeks out the involvement of others and adjusts own approach if needed * Perseveres and maintains self motivation and work standards even in adverse conditions Considering The Long Term * Strives to make plans that are aligned to the long-term business objectives * Actively seeks opportunities to deliver better services * Creates and applies new ideas, initiatives and solutions into daily work Inspiring Success * Takes responsibility and drives own development * Pro-actively contributes to team performance * Seeks a balance between benefits, costs and risks * Learns from mistakes and reviews learning points to make improvements for the future * Influences and persuades to achieve a successful joint outcome