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About the Role

The Service Management Administrator is responsible for producing service reporting packs and performing data analysis to demonstrate service performance to key customer and Gamma stakeholders, ensuring transparency and alignment with contractual obligations. The role also supports the wider service management function through various administrative tasks.

Responsibilities

• Achieve and exceed KPI targets while delivering reporting aligned to contractual SLAs.
• Produce clear, engaging performance reports demonstrating service outcomes.
• Analyze data to identify trends, insights, and areas for service improvement.
• Investigate SLA breaches, identify root causes, and support CSI initiatives.
• Build and maintain strong relationships with key stakeholders.
• Recommend and implement improvements across systems, processes, and reporting (including use of AI tools).
• Maintain accurate documentation and data across CRM and internal systems.
• Represent the Gamma brand professionally, promoting high customer service standards and engaging in ongoing training.

Requirements

• Eligible to work in the UK.
• Pass a basic DBS check.

Skills

• Strong MS Office skills, particularly Excel (intermediate to advanced).
• Experience in data analysis, reporting, and producing management information (MI).
• Proven experience working with SLAs/KPIs and delivering performance reporting.
• Familiarity with CRM systems (e.g. ServiceNow, Salesforce) is advantageous.
• Familiarity with network monitoring tools (e.g. SolarWinds) is advantageous.
• Experience within data, telecoms, or related technical environments preferred.
• Strong problem-solving skills.
• Strong analytical thinking.
• Strong attention to detail.
• Ability to manage and prioritise workloads under pressure.
• Excellent communication skills.
• Excellent stakeholder management skills.
• Proactive approach.
• Collaborative approach.
• Commitment to continuous learning and improvement.
• Understanding of ITIL best practice is beneficial.

Location

• London
• Newbury

Work Type

• Hybrid

Benefits

• 25 days annual leave + birthday
• Subsidised private medical insurance
• 5.1% matched pension contributions
• Enhanced parental leave
• Life assurance and Income protection
• Share save and incentive plans
• Electric Vehicle and Cycle scheme
• Employee discounts
• Volunteer day

About the Company

• At Gamma, we provide voice, data, and mobile solutions to businesses across the UK, Germany, Spain, and the Benelux region.
• Our people are at the heart of everything we do. When you join us, you’ll be part of a collaborative, forward-thinking team that’s transforming how businesses connect and communicate globally.
• We’re growing fast, but we never lose sight of what matters: our people. Whether you're looking to develop your skills, take on new challenges, or make a meaningful impact, Gamma is the place to do it.

Equal Opportunity

• Gamma is an equal-opportunity employer committed to building diverse, inclusive teams where everyone feels valued and can be their authentic selves.
• We welcome applicants from all backgrounds, especially those underrepresented in our industry.
• As a family-friendly employer, we foster a culture of trust, autonomy, and flexibility to support your work-life balance and help you thrive at Gamma.