At Totalmobile, we’re at the heart of a rapidly expanding industry that’s transforming how businesses deliver field services. Over the past six years, we’ve made eight strategic acquisitions, with the latest in December 2024, further cementing our status as a market leader. Furthermore, we have expanded the business outside of the UK, and we now operate in Australia and Sweden. Our extraordinary 450% revenue growth in the past three years is a testament to our ambition, innovation, and the talented individuals driving our success.
As Totalmobile continues to scale, several critical service processes need to be addressed. They’re essential to platform stability, customer trust and long-term retention — but until now, they haven’t had clear ownership. The Service Assurance Manager role has been created to change that.
This is a new role with real influence, focused on improving service quality, reducing avoidable incidents, eliminating inefficiency and protecting customer relationships.
What you’ll be responsible for
You’ll own and mature a small number of high-impact service processes that underpin how Customer Support works with Engineering, Professional Services and Customer Success. Your focus will be on prevention rather than firefighting — creating clarity, consistency and confidence across the business.
Change Management will be your primary driver. You’ll take ownership of change governance across the business, introducing peer review, sign-off and quality controls that reduce risk without slowing delivery.
You’ll also own Transition Management across the customer lifecycle. From onboarding customers cleanly into support, through in-life changes such as upsells, to offboarding and decommissioning, you’ll bring structure and accountability to areas that directly impact cost, compliance and customer experience.
Service Management and Service Assurance will round out the role. You’ll standardise service reviews, improve the quality and consistency of customer reporting, and give the business better insight into service performance — while freeing Customer Success Managers to focus on value, ROI and growth conversations.
The impact you’ll have
This role isn’t directly revenue-generating, but it’s critical in protecting revenue and reducing cost leakage. By preventing avoidable incidents, improving efficiency and strengthening service governance, you’ll help improve customer sentiment, retention and operational stability.
You’ll act as a customer advocate across the business, supporting escalations where needed, improving how we communicate with customers, and championing self-service and knowledge to scale support effectively.
What we’re looking for
You’ll bring a strong background in Service Management, Service Assurance, IT Operations or Support leadership, with hands-on experience of ITIL-style processes. Ideally, you will hold an ITIL certification. You’ve likely built or improved operational processes before and are comfortable working cross-functionally, influencing senior stakeholders and challenging the status quo when needed.
You’re an excellent communicator — confident presenting to customers, handling escalations and translating complex service concepts for different audiences. Calm under pressure, highly organised and naturally collaborative, you balance structure with pragmatism and follow things through.
Why this role is different
You won’t be stepping into a rigid framework — you’ll help create it. This is a chance to shape how service is delivered at scale, leave a lasting impact on customer experience, and enable teams across the business to focus on what they do best.
If you enjoy building order from complexity and care deeply about service quality, this is a role worth exploring.
At Totalmobile, we want all of our employees to feel valued, appreciated, and free to be who they are at work. We are committed to an inclusive workforce that fully represents many different cultures, backgrounds and viewpoints. We are dedicated to supporting inclusion and diversity at Totalmobile. We actively celebrate colleagues’ different abilities, sexual orientation, ethnicity, faith, and gender. Everyone is welcome and supported in their development at all stages in their journey with us.