Service Delivery Analyst / Customer Success Specialist
?? Bristol (Office Based with Free Parking)
?? Up to £43,000 + Benefits
?? SC Clearance Eligibility Required
Join an MSP that's rethinking customer success.
Our client delivers Cloud, Cyber Security, Data and Digital Transformation services across public and private sector organisations.
They're investing heavily in AI, automation and customer success to move beyond the traditional MSP model of simply reacting to tickets. The focus is on helping customers get more value from their technology, reducing repetitive support activity and driving continuous service improvement.
The Role
You'll help manage escalations, improve service performance, identify trends and ensure customers receive maximum value from their IT services.
You'll be involved in customer engagement, service reviews, onboarding activities and help discover how automation and AI can be used to improve service delivery and customer outcomes.
Key Responsibilities
1. Manage customer escalations and service issues
2. Conduct service reviews and customer engagement meetings
3. Analyse ticket trends and service performance
4. Identify opportunities for automation and service improvement
5. Support onboarding and customer adoption activities
6. Work closely with technical co...