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About S4labour

S4labour is one of the UK's leading workforce management platforms for hospitality; built by operators, for operators. Since 2010, we've been on a mission to make pubs, restaurants and hotels more productive, more profitable and better places to work.

Our software is live in thousands of sites across the UK, helping operators schedule smarter, control their biggest cost line - labour, and give their teams a better experience at work. In 2025 we secured £4m of growth investment to accelerate the next chapter and that's where you come in.

We work in an industry we’re genuinely passionate about. Most of our team have hands-on hospitality experience, and many, including our Consultancy Team have built their entire careers in the sector. We understand our customers because we’ve been in their shoes.

About the role

We're investing in the maturity of our customer support function and are looking for a Senior Service Management Analyst to help shape how we deliver service at S4labour. This is a hands-on, senior individual contributor role sitting within Customer Success, working closely with our Product and Engineering teams.

You'll be at the centre of our first, second, and third line support model — resolving complex issues yourself, strengthening the processes and tooling that our frontline agents rely on, and owning the quality of escalation and communication between support, product, and engineering. You won't line-manage anyone, but you will be a recognised senior voice in the team whose guidance shapes how we work.

We'll give you a proper induction, the autonomy to make the role your own, and the space to tell us where you'd take it next. If you're ambitious, hands-on and want to help shape a growing business rather than maintain a giant one, we'd love to hear from you.

What you'll do

Incident & Problem Management

Own the lifecycle of significant incidents end-to-end (triage, coordination, customer communication, resolution, and post-incident review) and stand up a lightweight problem management practice that drives recurring issues to permanent fix with Engineering. You'll help set the severity, SLA, and escalation thresholds that fit a hospitality customer base trading evenings and weekends.

Escalation & Cross-Functional Communication

Act as the bridge between Customer Success, Product, and Engineering on support escalations. Get the right people engaged quickly with the right context, and keeping customers informed throughout. You'll define and embed the pathways and handover standards from first line through third line and raise the consistency and quality of customer-facing communication during incidents and long-running issues.

Service Function Development

Partner with the Head of Customer Success to shape the structure and ways of working across support. You'll evolve our service management tooling (Zendesk currently) - workflows, automations, reporting, and engineering integrations - build a knowledge base that reduces repeat contacts, and produce service reporting (volume, SLA attainment, backlog, escalation rates, recurring themes) that turns trends into action.

Team Enablement

Coach first and second line agents on investigation, troubleshooting, tooling, and customer communication so more is resolved without escalation. You'll contribute to onboarding and ongoing training, and champion an ITIL-aligned but pragmatic approach to service management that fits a small, fast-moving SaaS business.

Essential criteria

- 3+ years in a senior support, service desk, or ITSM role at a software/SaaS company.

- Working command of ITIL Incident and Problem Management, applied pragmatically - you know which parts to leave on the shelf in a small, fast-moving business.

- Hands-on administration of an enterprise ITSM platform (Zendesk, Jira Service Management, Freshservice, ServiceNow, or similar) - workflows, automations, and reporting, not just ticketing.

- Demonstrable record of improving a support function - escalation frameworks, SLA design, knowledge management, or tooling - with concrete examples you can talk through.

- Strong written and verbal communication; confident in difficult conversations with customers, engineers, and senior stakeholders.

- Eligible to work in the UK and available for a weekend support rota.

Desirable criteria

- ITIL 4 Foundation (or higher). We'll support certification for the right candidate without it.

- Zendesk administration and configuration experience specifically.

- Prior support experience in hospitality, or another sector with a similar multi-site, evenings-and-weekends rhythm.

- Background in HR, payroll, or workforce management software, or other domains where data accuracy and regulatory compliance matter.

- Experience shaping a support function through a period of growth or maturation.

- Familiarity with engineering collaboration tools (Jira, GitHub, Teams) and how a support function should interface with them.

What success looks like

First 3 months

- Embedded within Customer Success, Product, and Engineering; trusted point of contact for escalations.

- Clear picture of current support performance, tooling, and pain points, with a prioritised improvement roadmap agreed with the Head of Customer Success.

First 6 months

- Incident management practice operating consistently, with measurable improvement in time-to-engage and quality of customer communication.

- Problem management practice established; first cohort of recurring issues identified and being actioned with Engineering.

- Zendesk (or equivalent) reshaped to support the new ways of working; baseline service reporting in place.

First 12 months

- Demonstrable reduction in escalation volume and SLA breaches; measurable uplift in first-line resolution rate.

- Mature knowledge base in active use by customers and agents.

- Support function recognised internally as a strategic partner to Product and Engineering, not just a ticket queue.

What we offer

- Hybrid working — Banbury office with flexibility to work remotely.

- Additional compensation for weekend support rota participation.

- Salary sacrifice pension scheme.

- Life assurance scheme.*

- Private healthcare.*

- 25 days + bank holidays base.

- Support for ITIL certification and ongoing professional development.

- The opportunity to shape the service management function of a growing UK SaaS business from the ground up.

*qualifying period and other criteria apply

Pay: £35,000.00-£40,000.00 per year

Benefits:

• Casual dress
• Company events
• Company pension
• Enhanced maternity leave
• Enhanced paternity leave
• On-site parking
• Private medical insurance
• Work from home

Ability to commute/relocate:

• Banbury OX16: reliably commute or plan to relocate before starting work (preferred)

Application question(s):

• Will you now, or at any point in the future, require S4labour to sponsor a UK work visa in order to continue working for us?

Education:

• GCSE or equivalent (preferred)

Experience:

• Senior Support: 3 years (required)

Work authorisation:

• United Kingdom (required)

Work Location: Hybrid remote in Banbury OX16