Full job description

Service Delivery & Client Success Manager

Hamilton

Office based

c£50k

We're looking for a Service Delivery & Client Success Manager who enjoys building relationships, solving problems, improving processes, and helping shape what great customer service looks like within a growing technology business.

If you come from a data centre, MSP, managed services, hosting, cloud, infrastructure, or consultancy environment and thrive when juggling multiple priorities and stakeholders, this could be a fantastic opportunity.

The Opportunity

• Joining a close-knit and growing Service Delivery team, you'll become the primary point of contact for a portfolio of customers, ensuring they receive an exceptional service experience from day one.
• This role sits at the heart of the business, working closely with customers, internal technical teams, operations, and sales to ensure services are delivered effectively and continuously improved.
• You'll be given the autonomy to challenge existing ways of working, introduce best practice, and help drive service maturity as the business continues its impressive growth journey.

What You'll Be Doing

• Building strong, trusted relationships with customers across a range of industries
• Acting as the voice of the customer internally and ensuring service expectations are met
• Managing service reviews, customer meetings and ongoing engagement activities
• Coordinating across technical, operational and commercial teams to ensure successful service delivery
• Identifying opportunities for service improvements and operational efficiencies
• Supporting account growth through strong customer engagement and relationship management
• Producing service reports, insight and recommendations
• Managing incidents, escalations and customer communications when required
• Helping develop service documentation, processes and best practice guides
• Playing a key role in driving continuous improvement across the wider service function
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