We're excited to announce an opening for an experienced Service Manager to join our client's expanding global teams. This is a fantastic opportunity for you to work in a dynamic environment, dedicated to supporting the UK and Global customer base.
Customer Services Manager, SaaS, Cloud, UcaaS, AI, Managed Services, Tech, IT/Telecoms
Role Overview
As a Service Manager, you will take full responsibility for the end-to-end customer experience, acting as a customer champion and ensuring that our client continuously meets customer expectations and contractual obligations. This role is office-based in their Berkshire headquarters, with a minimum of 3-4 days a week of commuting.
Key Responsibilities
- Building trust-based customer relationships
- Understanding customer strategy, market dynamics, and challenges
- Acting as a customers' advocate
- Anticipating service management issues and suggesting improvements
- Maintaining high levels of communication with customers
- Serving as an escalation point for customer issues
- Collaborating with sales to identify additional products/services
- Tracking and managing customer experience throughout their lifecycle
About You
- A Bachelor's degree (2:1 or above) in a relevant subject
- Minimum of four years' experience in a customer-facing role in Service, Delivery or Client Relationship Management.
- Experience with the software development lifecycle, cloud platforms, hardware, and software development
- Excellent customer service and interpersonal skills
- Proven experience in a technical field and ability to manage and motivate others
Desirable:
- Experience in project management or project delivery in the IT and Telecoms sector
- Experience in conducting Service Review Meetings
- Full security clearance