The role
As a Service Manager in the Customer Success Unit, you act as the trusted partner for our tier 3 and 4 customers, serving as their primary point of contact for all service-related needs. In this dynamic role, you lead seamless transitions, drive collaboration across teams, and confidently manage escalations to maintain customer trust. You champion customer needs within ANS, advocating for improvements and delivering exceptional experiences that strengthen relationships and create real impact. This is an excellent opportunity for someone with customer service experience who is ready to take the next step into a career in service management.
What will I be doing?
* Focused on delivering "brilliant basics", measured by Leading Indicators of Success
* SLA compliance
* Manage Tier 3 and 4 accounts with a partnering approach
* Act as escalation point for VOCs and manage major incident communications
* Liaise with delivery, sales, and Professional Services teams to support customer needs and upsell opportunities
* Drive continuous service improvement
* Pursue relevant certifications and learning to build technology and best practice expertise
* Provide coverage for other Service Managers and take on additional responsibilities as needed
* Maintain a customer-obsessed mindset from onboarding through BAU
What will I bring to the role?
* -Proven experience in Customer Service or Service Management
* Excellent communication, interpersonal, and stakeholder management skills.
* Proactive attitude to set the standard of what good looks like across the team
* Eye for detail to drive continual process improvement
Soft Skills
* Organised and self-motivated
* Strong time management and prioritization skills
* Ability to a work in a high pressure environment
* Passionate about customer service