Service Delivery Analyst

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 Manage customer escalations and service issues Conduct service reviews and customer engagement meetings Analyse ticket trends and service performance Identify opportunities for automation and service improvement Support onboarding and customer adoption activities Work closely with technical consultants and engineering teams Promote ITIL best practice and customer success outcomes Technical Environment You'll work across a broad technology landscape including:
Microsoft 365 Azure Intune Microsoft Security Oracle OCI Cisco & Networking Infrastructure Cloud & On-Prem Environments End User Computing Firewalls, Monitoring & Infrastructure Platforms What We're Looking For MSP / Managed Services experience Service Desk, Infrastructure Support or Service Delivery background Strong customer-facing communication skills Experience handling incidents and escalations Microsoft 365 & Azure exposure ITIL Foundation Certification

Experience with Halo, Autotask or similar ITSM tools Eligible for SC Clearance Working Pattern & Benefits Shift pattern between 07:00-19:00 (8-hour day) Low-volume on-call rota after probation Private Healthcare Enhanced Pension Scheme EMI Share Scheme 25 Days Holiday  Birthday Off  Bank Holidays Career Progression This role is designed for people who want to move beyond reactive support and develop into Customer Success, Service Delivery, Technical Consultancy, Account Management or Leadership positions over time.

RSG Plc is acting as an Employment Agency in relation to this vacancy.