Technical Services Success Manager

Bytes is a top provider of premium IT solutions and services, working with SMEs, corporations, and public sector organizations to modernize and digitally transform their IT infrastructures. Founded in 1982, Bytes has experienced significant growth, now employing over 750 people across seven locations in the UK and Ireland, with a turnover surpassing £2 billion. At Bytes, we nurture talented individuals to achieve remarkable outcomes and are dedicated to supporting our employees through continuous training, guidance, and development to help you advance and fulfil your career goals. We foster a culture of innovation, collaboration, recognition, and inclusivity and offer a wide range of benefits to support staff wellbeing.

Operating from modern, hybrid working environments with offices in Leatherhead, Reading, London, and Manchester:

• 25 days holiday per annum plus bank holidays and Christmas period
• Excellent learning and development opportunities
• Open plan office with collaborative working spaces, on-site gym, outdoor tiki bar, coffee bar, and lunch area
• Company wellbeing and social events
• Sports and social clubs
• Incentive trips
• Employee Assistance Programme
• Discounted private healthcare
• EV scheme and Ride to Work scheme
• Winners of an array of industry awards
• Great Place to Work Certified
• Sunday Times Top 100 Best Places to Work
• Supporters of 85+ charities with strong commitment to diversity and sustainability

POSITION DETAILS:

We are seeking a customer-focused, data-driven Technical Services Success Manager to lead the delivery of outstanding support services for our enterprise customers. This role is responsible for ensuring that our clients experience consistent, high-quality technical support aligned to SLAs and business outcomes. Working closely with Technical Account Managers, support teams, and clients, you’ll lead service performance reporting, manage escalations, and drive continuous improvement across the support experience. This role acts as the operational owner of the client support journey, ensuring clarity, consistency, and excellence in service delivery.

KEY RESPONSIBILITIES:

• Serve as the operational point of contact for clients for support-related matters.
• Build strong client relationships, ensuring their support experience aligns with expectations.
• Manage and resolve support service escalations in a timely and structured manner.
• Lead monthly service reviews and contribute to quarterly business reviews (QBRs).
• Onboard new clients by leading support service induction meetings.
• Prepare content and present Client service Induction meetings.
• Track, analyse, and report on SLA and KPI performance for assigned clients.
• Prepare and deliver monthly service performance reports to stakeholders.
• Monitor client satisfaction (CSAT) scores and recommend improvement actions based on feedback.
• Ensure client-facing reports and documentation are timely, accurate, and action-oriented.
• Provide suggestions to improve operational workflows, communication paths, and technical documentation that impact support delivery.
• Identify trends in support tickets, escalations, and service issues.
• Proactively recommend changes to processes, tooling, or documentation to enhance service quality.
• Lead or contribute to initiatives aimed at improving operational efficiency or client satisfaction.
• Support efforts to introduce automation or triage enhancements where appropriate.
• Create and maintain service improvement logs.
• Work closely with Technical Account Managers to align on strategic and operational priorities for clients.
• Maintain regular dialogue with Support Leads and Engineers to track key risks and service improvements.
• Participate in internal governance meetings and contribute to lessons-learned sessions following incidents.

Documentation & Compliance:

• Maintain accurate records of client SLAs, OLAs, support workflows, and service reports.
• Ensure all service activities are compliant with internal standards and external contractual commitments.

WIDER TEAM NETWORK:

• Internal Support Managers, Head of Support, Support Teams, Technical Account Managers
• External Clients and Account Management Teams

QUALIFICATIONS, EXPERIENCE, & SKILLS:

• Educational Qualifications: Bachelor’s Degree in a relevant subject
• Professional Qualifications: ITIL Qualified, Prince2 or Hybrid Agile (or similar) accreditation, Microsoft Certified: Microsoft 365 Fundamentals (MS-900)
• Experience: Experience in working with Clients, Vendors, and Partners; Experience in 1st, 2nd & 3rd Line Support Services; Experience in ITSM Tools; Experience in Microsoft Visio
• Other Requirements: Legally able to work in the country in which the position is based.
• Working Location – Hybrid – 3 days attendance at the Leatherhead office
• Ability to work proactively, independently, and in an agile manner to achieve desired outcomes.
• Ability to prioritize work under pressure, work without supervision, and use initiative.
• Excellent written and verbal communication skills, and capable of communicating with internal and external stakeholders.
• Excellent organizational skills and ability to juggle multiple demands without missing deadlines.
• Attention to detail especially involving documentation and statistics.
• Ability to understand and follow key processes, and contribute to the improvement of existing processes.