Service Delivery​/Customer Support Manager - ERP, SaaS, Tech

You dont just want to manage support, you want to own the customer experience end-to-end. If turning complex problems into loyal, long-term customers is your thing, this role was built for you. When ERP software sits at the heart of a business, customer service isn’t a function it’s a promise. At Khaos Control, that promise has powered UK retailers for over 25 years, helping ambitious SMEs and complex, multi-channel businesses grow with confidence.

Now, as we continue to scale our award-winning ERP SaaS platform, we’re looking for a Service Delivery / Customer Support Manager who thrives on ownership, leadership, and delivering reassurance when it matters most. This is a senior, hands-on leadership role for someone ready to shape how customer service and support operate across a growing SaaS business – and to make a visible, lasting impact.

• Service Delivery / Customer Support Manager
• Grantham, Lincolnshire Office Hybrid
• £54,000 £ 58,000 DOE + Bonus
• Full-Time | Monday Friday | Permanent
• Values / Culture:
  Commitment, Success and Putting the Customer at the Heart of Everything We Do
• Company:
  Khaos Control Award-Winning ERP SaaS provider powering SME retail

• Leadership
• Customer Service Leadership
• Service Operations
• Experience in SaaS, ERP, or complex B2B software environments

Thats where you come in.

• Lead, coach, and develop our customer service and support team, setting clear expectations, accountability, and ownership of KPIs, including consistently high CSAT and NPS scores
• Own customer onboarding alongside Professional Services; from go-live through to real adoption and value
• Act as the senior escalation point for complex or high-impact customer issues
• Work cross-functionally with Product, Tech, and Sales to drive proper, long-term resolutions
• Improve processes, documentation, SLAs, reporting, and service standards as we scale
• Take ownership of customer satisfaction, retention, and overall service performance

• An experienced customer service or service operations leader
• Proven people leadership experience with accountability for results
• Background in ERP, SaaS, or complex B2B software environments strongly preferred
• Customer-first, with a strong sense of ownership and responsibility
• Confident handling escalations and complex customer challenges
• Experience leading and developing customer-facing teams in a software or IT environment
• Comfortable working cross-functionally with Product, Tech, and Sales
• Calm under pressure and trusted by customers when it matters most

• Consistently high CSAT and NPS and KPI scores
• Faster onboarding and reduced time-to-value for new customers
• Lower churn and stronger long-term customer retention
• A confident, high-performing, engaged service team
• Customers who actively recommend Khaos Control because of the service they receive

• £54,000 £ 58,000 base salary, depending on experience
• Up to 10% annual bonus linked to customer satisfaction, retention, and team performance
• Hybrid working with flexibility built in
• 25 days holiday + bank holidays
• Company pension with enhanced employer contribution
• Training & development budget (leadership, customer service, systems)
• Clear progression into broader service or customer leadership as the company grows
• Direct access to leadership, reporting to the Managing Director
• The chance to shape how customer service and operations work in an established and ambitious ERP SaaS business

If you’re a customer-first leader who enjoys complexity, ownership, and building teams that customers genuinely trust, we’d love to meet you.

Apply now and help us turn powerful ERP software into long-term customer success.