Service Delivery & Client Success Manager

Service Delivery & Client Success Manager

Hamilton

Office based

We're looking for a Service Delivery & Client Success Manager who enjoys building relationships, solving problems, improving processes, and helping shape what great customer service looks like within a growing technology business.

If you come from a data centre, MSP, managed services, hosting, cloud, infrastructure, or consultancy environment and thrive when juggling multiple priorities and stakeholders, this could be a fantastic opportunity.

The Opportunity

• Joining a close-knit and growing Service Delivery team, you'll become the primary point of contact for a portfolio of customers, ensuring they receive an exceptional service experience from day one.
• This role sits at the heart of the business, working closely with customers, internal technical teams, operations, and sales to ensure services are delivered effectively and continuously improved.
• You'll be given the autonomy to challenge existing ways of working, introduce best practice, and help drive service maturity as the business continues its impressive growth journey.

What You'll Be Doing

• Building strong, trusted relationships with customers across a range of industries
• Acting as the voice of the customer internally and ensuring service expectations are met
• Managing service reviews, customer meetings and ongoing engagement activities
• Coordinating across technical, operational and commercial teams to ensure successful service delivery
• Identifying opportunities for service improvements and operational efficiencies
• Supporting account growth through strong customer engagement and relationship management
• Producing service reports, insight and recommendations
• Managing incidents, escalations and customer communications when required
• Helping develop service documentation, processes and best practice guides
• Playing a key role in driving continuous improvement across the wider service function

You'll likely bring:

• Experience within a Data Centre, Managed Services Provider (MSP), Cloud, Hosting or Infrastructure environment is highly preferred
• A background in Service Delivery, Client Services, Customer Operations, Technical Account Management or similar
• Strong stakeholder management and communication skills
• The ability to manage multiple customers, priorities and projects simultaneously
• Experience working across technical and non-technical teams
• Confidence operating in a fast-paced, evolving environment
• A proactive mindset with a genuine desire to improve processes and customer outcomes

Why This Role?

• This is an opportunity to join a business at an exciting stage of growth where your contribution will be visible from day one.
• You'll be working within a collaborative environment that values ideas, encourages ownership and offers genuine opportunities for progression. Several team members have already progressed internally, and as the business continues to grow, so do the opportunities available.
• It's a role suited to someone who enjoys variety, thrives in a customer-focused environment and likes the challenge of helping shape and improve service delivery rather than simply maintaining it.