Services Manager

Services Manager

At Gallagher, we help clients face risk with confidence because we believe that when businesses are protected, they're free to grow, lead, and innovate. You'll be backed by our digital ecosystem: a client-centric suite of consulting tools making it easier for you to meet your clients where they want to be met. Advanced data and analytics providing a comprehensive overview of the risk landscape is at your fingertips. Here, you're not just improving clients' risk profiles, you're building trust. You'll find a culture grounded in teamwork, guided by integrity, and fueled by a shared commitment to do the right thing. We value curiosity, celebrate new ideas, and empower you to take ownership of your career while making a meaningful impact for the businesses we serve. If you're ready to bring your unique perspective to a place where your work truly matters; think of Gallagher.

The Services Manager is responsible for leading a small, high-performing team to deliver exceptional service performance, operational efficiency, and customer satisfaction. This role ensures that day-to-day service operations run smoothly, supports continuous improvement initiatives, and plays a key part in driving service excellence across the organization.

Team Leadership & Management

Lead, motivate, and develop a small services team to achieve performance targets and service levels. Conduct regular 1:1s, performance reviews, and support team development plans. Manage workloads, resource allocation, and team scheduling to ensure consistent service delivery. Promote a positive, collaborative, and accountable team culture.

Service Delivery & Operations

Oversee daily service operations to maintain high standards of quality and efficiency. Monitor KPIs, SLAs, and operational metrics, ensuring timely reporting and corrective actions where needed. Identify and implement process improvements to enhance service performance. Support escalations and ensure timely resolution of customer or internal issues.

Data, Reporting & Analysis

Produce accurate and insightful reports with experience of excel. Utilize Microsoft 365 tools (Word, PowerPoint, Power BI, Teams, SharePoint, Outlook) to support reporting, communication, and service optimization. Analyze trends and data to inform decision-making and recommend improvement strategies.

Stakeholder Management

Work closely with the Service Director to support strategic projects and departmental goals. Collaborate with cross-functional teams to improve service processes and customer experience. Communicate clearly with internal and external stakeholders, ensuring expectations are understood and met.

About You

Essential: Proven experience in a service management or team leadership role. Strong people-management skills, with the ability to mentor and develop team members. Proficiency in Microsoft Excel (formulas, data analysis, dashboards) and confident use of Microsoft 365 applications. Excellent organizational and time-management skills. Strong analytical mindset with the ability to interpret data and drive improvements. Professional communication skills—both written and verbal.

Desirable: Experience within a service-focused environment (e.g., managed services, customer service, technical services). Understanding of process improvement methodologies. Experience working directly with senior leadership.

Personal Attributes: Proactive and solution-oriented. Detail-focused with strong problem-solving abilities. Able to remain calm under pressure and manage multiple priorities. Collaborative, supportive, and committed to delivering high-quality service.

Compensation and Benefits

On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits. Below are the minimum core benefits you'll get, depending on your job level these benefits may improve: Minimum of 25 days holiday, plus bank holidays, and the option to 'buy' extra days. Defined contribution pension scheme, which Gallagher will also contribute to. Life insurance, which will pay 4x your basic annual salary, which you can top-up to 10x. Income protection, we'll cover up to 50% of your annual income, with options to top up. Health cash plan or Private medical insurance. Other benefits include: Three fully paid volunteering days per year. Employee Stock Purchase plan, offering company shares at a discount. Share incentive plan, HMRC approved, tax effective, stock purchase plan. Critical illness cover. Discounted gym membership, with over 3,000 gyms nationally. Season ticket loan. Access to a discounted voucher portal to save money on your weekly shop or next big purchase. Emergency back-up family care. And many more…

We value inclusion and diversity. Inclusion and diversity (I&D) is a core part of our business, and it's embedded into the fabric of our organization. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work. Gallagher embraces our employees' diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest. Gallagher is Disability Confident Committed. We have pledged to make sure our recruitment process is inclusive and accessible, in addition to supporting our existing employees with any long-term health conditions or disabilities. We are committed to diversity and opportunity for all and are opposed to any form of less favourable treatment on the grounds of gender or gender identity, marital status, civil partnership status, parental status, race, ethnicity, colour, nationality, disability, sexual orientation, religion/belief, age and those with caring responsibilities. Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity (which includes transgender and other gender non-conforming individuals), gender expression, hair expression, marital status, parental status, age, national origin, ancestry, disability, medical condition, genetic information, veteran or military status, citizenship status, or any other characteristic protected by applicable federal, state, or local laws. Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless the accommodation would impose an undue hardship on the operation of our business.