Contract : Full time, Fixed Term Contract Ecosurety is seeking a highly capable Service Manager to take full end-to-end ownership of the operational delivery of our data collection service. This role is accountable for ensuring that our Collect service is delivered efficiently, consistently, and in line with both client expectations and internal performance standards. The successful candidate will lead the operational strategy, team delivery, and continuous improvement of the serviceensuring scalable processes, strong data integrity, excellent client experience, and alignment with commercial and contractual requirements. You will also work cross-functionally with Product, Technology, Sales and Members teams to ensure the service evolves in step with client needs, regulatory changes, and internal priorities. Ecosurety is an industry leading company of 95+ people, based in the heart of Bristols vibrant city centre, with a mission to accelerate change towards an environmentally and socially sustainable world. Our clients are many of the UK big brands and retailers, often facing particularly big challenges over their use of packaging. We are a Certified B Corp, committed to balancing profit with our social and environmental impact. Accountable for the operational delivery of the Collect service, from client onboarding and contract setup through to service execution and performance reporting. Ensure service delivery meets agreed KPIs, contractual commitments, regulatory expectations, and internal quality standards. Act as the senior operational authority for the service, providing clarity, guidance, and decision-making across delivery, product, and members teams. Lead the design, optimisation, and maintenance of efficient, scalable, repeatable processes across all areas of data collection delivery. Identify bottlenecks or inefficiencies and drive data-led improvements to workflow, tooling, and team operations. Collaborate with Product and Technology teams to shape and implement platform enhancements (including automation and UX-led improvements) that increase efficiency and reduce manual effort. Ensure that process changes and service improvements are clearly documented, embedded, and communicated within the team. Leadership and team management
Provide day-to-day leadership, coaching and direction to the delivery team, promoting a high-performance culture rooted in accountability, creativity, and collaboration. Manage team capacity and resourcing, ensuring delivery is aligned with commercial priorities, project requirements, internal targets, and forecasts from the sales pipeline and time tracking data. Act as the senior point of escalation for complex or high-risk client matters, delivering expert guidance and timely resolutions. KPI ownership and monitoring
Develop, implement, and maintain a clear KPI framework across the data collection service, covering efficiency, timeliness, quality, data completeness, and client outcomes. Establish regular reporting mechanisms to monitor performance, communicate results, and drive improvement initiatives. Lead root-cause analysis and corrective action planning where KPIs fall short of expectations. Ensure the team and relevant stakeholders have clarity on performance trends, risks, and opportunities. Support the Members team in driving client retention and growth through strategic input and collaborative sales efforts. Maintain close oversight of high-value client delivery, ensuring exceptional service while upholding clearly defined scope and preventing unmanaged expansion of requirements. Ensure client contracts and statements of work are operationally viable, clearly scoped, and set up to support efficient delivery. Act as the in-house subject matter expert for the Collect product, guiding the team and wider business on service capabilities and delivery. Champion data integrity, compliance, and accuracy across all projects, especially within highly regulated environments. Ensure you and your team stay informed on regulatory updates and guidance relevant to packaging data and EPR and translate this knowledge into best-in-class delivery. Proven experience in operational or project management, ideally within a regulated, data-driven or technology-enabled environment. Ability to prioritise workloads effectively and manage time to ensure project milestones are met. Experience managing operational KPIs and running performance governance processes. Advanced skills in data management and analysis, with extensive experience in Microsoft Excel or other similar tools. Proactive approach to learning and implementing new technical knowledge, maintaining high standards for data integrity and compliance. Commercial awareness, with the ability to balance client satisfaction, operational efficiency, and profitability. A problem-solving mindset and a proactive approach to identifying opportunities for service improvement. Knowledge of environmental regulations, packaging compliance, or EPR is desirable but not essential. Fixed term until June 2027~ Full-time (would consider some flexibility for the right candidate)~28 days holiday plus 8 bank holidays~5 x salary life insurance, 7% employer pension contribution, up to 10% bonus, employee health cash plan, paid sick leave, critical illness cover, 2 weeks workcation, options to buy additional holiday or unpaid leave, 3 days volunteer leave, happy to talk flexible working, remote working, wellbeing support, great office location, £250 home working set up payment.~ Hybrid working: Employees are expected to work with colleagues (primarily at the office) at least 50% of the month
Start Date: asap…
