Overview
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Department: Sales & Solutions
Location: Hybrid
What You'll Do
* Customer Advocacy and Retention: Champion the customer within the organisation to deliver measurable business outcomes — efficiency, risk reduction, and cost optimisation.
* Own the customer success plan, making renewals a celebration of achieved value, not a negotiation.
* Build strong stakeholder relationships by understanding their industry, strategy, and operating model.
* Translate technical services into business value, aligning delivery with customer goals.
* Identify and mitigate churn risks early to drive retention and loyalty.
* Lead end-to-end service delivery across support, workplace, security, networking, and projects.
* Orchestrate Continuous Service Improvement Plans (CSIPs) to enhance performance and satisfaction.
* Conduct structured service reviews with ROI insights and adoption metrics.
* Ensure SLAs and KPIs are achieved, implementing corrective actions where needed.
* Facilitate regular governance and value reviews to demonstrate ROI and uncover opportunities.
* Collaborate across technical and customer teams to ensure seamless communication and outcomes.
* Convert service performance into impactful business value stories.
* Partner with Account Managers to identify upsell and cross-sell opportunities.
* Deliver ROI frameworks, maturity assessments, and benchmarking to evidence ongoing value.
* Ensure services meet contractual, governance, and compliance obligations.
* Proactively address risks and issues with clear mitigation plans.
* Maintain awareness of evolving security and regulatory trends.
* Showcase innovation and best practices through collaboration with technical teams.
* Drive user adoption, satisfaction, and productivity through improvement initiatives.
What You'll Need
* Proven experience in IT Service Delivery within a managed services environment.
* Strong understanding of multiple IT domains: support services, modern workplace, networking, security, and project delivery.
* Ability to blend operational excellence with commercial and strategic awareness.
* Demonstrated ability to build trusted relationships with business and technical stakeholders.
* Strong analytical and problem-solving skills with a continuous improvement mindset.
* Excellent communication, facilitation, and presentation skills.
* Experience in delivering value frameworks (e.g. business efficiency, IT maturity assessments, or ROI models).
* Familiar with ITIL practices, customer health tracking, and value frameworks.
What You'll Love
* Generous Time Off: 24 days of annual leave, increasing by 1 day each year up to 28 days, plus Bank Holidays.
* Continuous Learning: Regular lunch and learn sessions with internal and external speakers.
* Personal Development: 5 paid days annually to pursue new skills or knowledge.
* Volunteer Opportunities: 2 paid volunteer days each year.
* Team Spirit: A friendly team with various social events throughout the year.
London, England, United Kingdom
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