Service Manager

As a Service Manager/Customer Success Manager, you'll have your eyes on the customer at all times. Ensuring they are receiving the highest quality service by supporting both the Account Management and Support teams in ensuring SLAs are delivered.

Looking after our top-tier customers across cloud connectivity, and security, you will have a tenacity for problem-solving and a natural ability to build strong, long-lasting relationships. You'll achieve this by demonstrating a proactive approach to business change and incident processes, and also being creative in high quality reporting presentations.

This role is perfect for someone who thrives in a fast-paced environment and can keep up with the ever-evolving world of technology. Someone who is passionate, wants to develop, and loves a good challenge!

What will I be doing?

• Creating and presenting client service reviews.


• Tracking performance against SLAs / contracts for clients, defining and delivering service improvement plans when necessary.


• Regular client contact, ensuring traction is maintained on ongoing issues and projects.


• Assisting the Account Management team to develop & maintain strong customer relationships.


• Service transition / customer onboarding.


• Identifying areas for process improvement, working with the relevant teams to implement new processes.


• Escalation management, heading the organisational side of escalation response.


• Providing advice for other customer facing teams on service-related issues.


• Point of escalation for client issues and complaints.


• Involvement in companies change management process, including attending CAB meetings, assisting in the preparation change project data and arranging communications for change both internally & externally.


• Contributing to the writing of incident reports.
  
  Strong experience in CSM, IT Service Management or IT Operations: ITIL or Agile aligned


• Experience with managing customers (Internal or External)


• Escalation management


• An excellent customer facing persona, strong communication skills, and ability to communicate at a customer management level


• Someone who is organised and self-motivated


• Strong time management and prioritization skills


• Ability to a work in a high pressure environment


• Experience working in the tech industry is desirable
  
  At ANS, we've created a place where everyone can be themselves, and we empower our people to get the job done. Openness, ambition, honesty, and passion are what drive us every day. We are bold, courageous, and innovative - and we do it like no other. We invest in our people. In training, development, health and more - we give you the benefits and flexibility to maintain a happy work-life balance.


We're proud of the inclusive, fun, dynamic environment we've created. It's a safe space that works for all. You don't have to be a techie to work in tech. Bring your authentic self and find your dream role here. Find out more at LinkedIn pages.

What's in it for you?

With fantastic benefits, an inclusive culture, and a cool office space, we're your kind of workplace.

Company benefits

• As standard: 25 days' holiday, plus you can buy up to 5 more days


• A little extra: we'll give you your birthday off, and an extra celebration day for whatever you want! Tying the knot? You get 5 days' additional holiday in the year you get married. Oh, and 5 volunteer days!


• Private health insurance


• Pension contribution match and 4 x life assurance


• Flexible working and work from anywhere for up to 30 days per year (some exceptions)


• Maternity: 16 weeks' full pay, Paternity: 3 weeks' full pay, Adoption: 16 weeks' full pay


• Company social events - get ready for a jam-packed calendar


• Electric car scheme


• 12 days of personal growth development time