Service Manager

The role

As a Service Manager in our Customer Success Unit, you’ll take ownership of relationships with our Tier 3 customers, acting as their main point of contact from a service perspective. You’ll ensure a smooth transition into service, build strong partnerships from the outset, and champion the customer’s voice within ANS. You’ll also act as a key point of escalation, helping to drive collaboration, service excellence and a consistently positive customer experience.

• Own and grow Tier 3 customer relationships, acting as the primary service contact, managing escalations, major incidents, and ensuring a customer-first experience throughout the lifecycle.
• Deliver proactive service management and governance, including SMRs, SLA/KPI adherence, renewal forecasting, Glass engagement, customer health monitoring, and continuous service improvement initiatives.
• Drive customer retention, satisfaction and commercial growth by improving CSAT, KORE, NPS, Trustpilot engagement, cloud consumption, identifying upsell opportunities, and reducing churn risk.
• Collaborate across ANS teams to support onboarding, transitions to BAU, issue resolution, service improvements, and maintain ITIL best practice standards.
• Provide service oversight and accountability, ensuring contractual obligations are met, root cause analysis is delivered within SLA, and unresolved issues are escalated appropriately.
• Build strong internal and customer partnerships by understanding customer needs, demonstrating empathy, influencing outcomes, and fostering a one-team approach across the business.
• Maintain professional development and team contribution through ongoing learning, certifications, knowledge sharing, cross-team support, and additional responsibilities as required.

• -Proven experience in Service Management and ITIL processes
• Excellent communication, interpersonal, and stakeholder management skills.
• A focus on continuous improvement
• Knowledge of the ANS customer journey
• Proactive attitude to set the standard of what good looks like across the team
• Eye for detail to drive continual process improvement