Operational Account Manager - Norman Managed Services

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Salary: £30,000

Contract:

Permanent

Location:

Hybrid

At Norman Managed Services, we're all about people, technology, and connections. We deliver 24/7/365 IT support across voice, chat, and email, keeping university students and staff supported, empowered, and ready to thrive.

We are looking for an enthusiastic, Operational Account Manager to work with our Service Desk and Commercial colleagues, managing customer relationships and ensuring a high level of customer satisfaction. Ideally you will have a strong interest in technology coupled with strong customer service skills.

We are based on campus at Northumbria University in Newcastle upon Tyne.

As an Operational Account Manager, you will be the primary point of contact for all customer accounts. You will be responsible for conducting regular operational service reviews, proactively identifying service concerns or working to look for opportunities for service improvements.

You will be the professional contact that customers trust. You will play a key role in standard service renewal discussions and looking to provide customers with additional service offerings.

Your day-to-day will include:

• Operational reviews meetings monitoring customer health and account performance.
• Analysing trends and opportunities for service improvements via customer insight.
• Dealing with standard renewals and identifying upsell opportunities that align with customer needs
• Delivering outstanding customer service through confident proactive communications

Full details can be found in our job description
.

If you're someone who loves a customer service environment has an interest in IT and Service Delivery and enjoys each day being different then you will fit right in.

We're looking for individuals who are:

• Enthusiastic, proactive, and great team players
• Strong communicators
• Have strong time management skills and an ability to prioritise competing demands
• Not worried if no two days are the same, as that's what makes it exciting!

• Training and ongoing professional development
• Supportive, inclusive and a friendly team culture
• The chance to make a real difference in the higher education sector education sector

08 March 2026

Please send us your CV and a covering letter to Careers telling us why you'd be a great fit for the role and Norman Managed Services.

For an informal chat about the role, contact:
Amanda Brown
, Norman Head of Operations Support.

Please do not apply through this site, using the link below as your application will not be progressed.