Job Position:

Service Manager

Nearest office:

London, North Row, 64 North Row, Mayfair, London W1J 5RL

Job type:


Job term:



We are looking for a Service Manager to join our growing Customer Success Team in London. As the Service Manager, you will help deliver the best customer experience to our clients, focusing on continuously developing and managing the customer support function while delivering impactful client facing content that addresses best practices, product feature documentation and general knowledge queries.  

Working closely with the Associate Director of Customer Success, you will focus on support management KPIs, including response times, adherence to SLAs, prioritization and incident response processes. This is a fantastic role for someone looking for their next step into an operational role within an advanced Data and Software as a Service offering, specifically within the cutting edge Pharma Market Access & Pricing niche.

Responsibilities and Duties:

Service Delivery/Improvement

  • Introduce ITIL best practice framework and process around:
    • Incident management: Own the end-to-end Incident Management and Major Incident Process and reporting.
    • Problem management: Work with support teams to develop the process to handle, resolve and report on problem tickets.
    • Change Management: Work with tech teams to develop a change management process that works for everyone that allows us to minimise risk of self-inflicted outages while maintaining velocity.
    • Event Management: Define a process to handle and report on system alerts.
    • Service Catalogue: Publish a Service Catalogue with associated SLAs across the business
  • Continual service improvement: In line with continual service improvement, you will need to report on the above and more to ensure that we continually improve this service and Lead the delivery of internal remediation plans to improve technical services
  • Work with tech teams and key stakeholders across the business (Legal, Finance, Compliance and Operations) to develop and maintain policies and procedures to support Incident, Change and Problem Management, Service Level Management, Financial Management, Service Continuity Management, Change Management and Configuration Management ensuring compliance with ITIL principles

Standards and continuous improvement

  • Design a Service Management framework to implement service standards and procedures for the team
  • Benchmark GPI’s Service Management against industry standards
  • Supervise other members of the team and support on-boarding new team members
  • Work with tech teams to define Service Acceptance criteria
  • Target areas of inefficiency and candidates for automation
  • Keep up to date with new tools/technology that will support Service Management at GPI

Reporting and KPI metrics

  • Create internal dashboards for senior stakeholders aligned with strategic, Technology team and Service Management team KPIs
  • Produce external KPI reporting for GPI’s clients Service Reviews
  • Produce RAG status reports for strategic projects and key initiatives
  • Gather monthly evidence to support service reports and the delivery of service improvement plans
  • Compile business case to support any external spend required to support delivery of service improvement plans

Support Knowledge base and on-demand help content management

  • Manage the development of client facing content to address frequently asked questions, best practice guides, release notes and other topics relevant to the client experience.
  • Work with the product team to develop dynamic self-help content in-app
  • Design a knowledge base content development program, continuously improving and adapting the content library in response to client queries and product development


  • Experience designing Service Management frameworks and compiling associated policies and procedures to support Service Delivery
  • Experience in ITIL and Agile methodologies and principles
  • Experience leading the implementation of ITSM tools
  • Excellent understanding of IT services and cloud technologies
  • Good business acumen with an understanding of budget management principles and ability to align operating objectives with strategic objectives
  • Ability to manage shifting priorities and conflicts across stakeholders
  • Ability to effectively prioritise and execute tasks in a high-pressure environment
  • Ability to elicit cooperation from a wide variety of sources and seniority levels

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GPI Culture

At GPI, the people are at the centre of everything do. We are a diverse, global team that bring different skillsets, ideas and creative thinking to every project.

Professional Development

At GPI, the people are at the centre of everything do. We are a diverse, global team that bring different skillsets, ideas and creative thinking to every project.

About GPI

GPI is a market leader in analytics and innovative solutions for biopharma pricing, market access and commercial strategy.

As a people-centric organisation, we strive to create opportunities for the best people in the industry. Our cultural values are centred on our corporate values: authenticity, sustainability, quality matters and change is good. Through our training and career programme LEAP we promote the ambitions of inspiring and talented individuals so that together we can make a difference to the life sciences industry.

GPI is a market leader in analytics and innovative solutions for pharmaceutical pricing, market access and commercial strategy. Headquartered London, with offices in Cambridge and Mumbai, GPI support price decision-making throughout the lifecycle and help the industry achieve day-to-day operational improvement and market access excellence.

As a business, we support our biopharma clients through:

  • GPI pulse™: a cloud-based business intelligence platform
  • GPI consulting: bespoke engagements with a focus on strategic pricing, market access excellence, and commercial strategy

Our mission is to lead the way forward to a future where data-driven strategies are the foundation for confident decision-making. We begin with our clients’ greatest challenges and harness the power of technology and our team of experts to offer holistic solutions.

If you are an ambitious individual, looking for the next step in your career and want to work in a collaborative and open environment, please send across your CV to