At a Glance
- Tasks: Manage relationships with Tier 3 customers and ensure a top-notch service experience.
- Company: Join a dynamic team focused on customer success and service excellence.
- Benefits: Competitive salary, professional development, and opportunities for growth.
- Other info: Collaborative environment with a focus on continuous learning and improvement.
- Why this job: Be the voice of the customer and drive impactful service improvements.
- Qualifications: Experience in Service Management and strong communication skills required.
The predicted salary is between 27000 - 33000 £ per year.
The role
As a Service Manager in our Customer Success Unit, you’ll take ownership of relationships with our Tier 3 customers, acting as their main point of contact from a service perspective.
You’ll ensure a smooth transition into service, build strong partnerships from the outset, and champion the customer’s voice within ANS.
You’ll also act as a key point of escalation, helping to drive collaboration, service excellence and a consistently positive customer experience.
What will I be doing?
- Own and grow Tier 3 customer relationships, acting as the primary service contact, managing escalations, major incidents, and ensuring a customer-first experience throughout the lifecycle.
- Deliver proactive service management and governance, including SMRs, SLA/KPI adherence, renewal forecasting, Glass engagement, customer health monitoring, and continuous service improvement initiatives.
- Drive customer retention, satisfaction and commercial growth by improving CSAT, KORE, NPS, Trustpilot engagement, cloud consumption, identifying upsell opportunities, and reducing churn risk.
- Collaborate across ANS teams to support onboarding, transitions to BAU, issue resolution, service improvements, and maintain ITIL best practice standards.
- Provide service oversight and accountability, ensuring contractual obligations are met, root cause analysis is delivered within SLA, and unresolved issues are escalated appropriately.
- Build strong internal and customer partnerships by understanding customer needs, demonstrating empathy, influencing outcomes, and fostering a one-team approach across the business.
- Maintain professional development and team contribution through ongoing learning, certifications, knowledge sharing, cross-team support, and additional responsibilities as required.
What will I bring to the role?
- -Proven experience in Service Management and ITIL processes
- Excellent communication, interpersonal, and stakeholder management skills.
- A focus on continuous improvement
- Knowledge of the ANS customer journey
- Proactive attitude to set the standard of what good looks like across the team
- Eye for detail to drive continual process improvement
- #J-18808-Ljbffr
Junior Service Manager in Manchester employer: ANS Group
At ANS Group, we pride ourselves on being a dynamic and innovative employer that fosters a culture of openness, ambition, and passion. Our commitment to employee growth is evident through our collaborative environment, where you will have the opportunity to work alongside industry experts on cutting-edge projects that drive digital transformation. Located in a vibrant tech hub, we offer competitive benefits and a supportive atmosphere that empowers you to achieve your professional goals while making a meaningful impact in the world of cloud and digital services.
