Junior Service Manager

The role

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

What will I be doing

• 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.

What will I bring to the role

• 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

At ANS weve created a place where everyone can be themselves and we empower our people to get the job done. Openness ambition honesty and passion are what drive us every day. We are bold courageous and innovative and we do it like no other. We invest in our training development health and more we give you the benefits and flexibility to maintain a happy work-life balance.

Were proud of the inclusive fun dynamic environment weve created. Its a safe space that works for dont have to be a techie to work in tech. Bring your authentic self and find your dream role here. Find out more atLinkedIn pages.

Whats in it for you
With fantastic benefits an inclusive culture and a cool office space were your kind of workplace.

Company benefits

• As standard:25 daysholiday plus you can buy up to5 moredays
• A little extra:well give you yourbirthday offand an extracelebration dayfor whatever you want!Tying the knotYou get 5 days additional holiday in the year you get married. Oh and 5volunteer days!
• Private health insurance
• Pension contribution match and 4 x life assurance
• Flexible workingandwork from anywherefor up to 30 days per year (some exceptions)
• Maternity: 16 weeks full pay Paternity: 3 weeks full pay Adoption: 16 weeks full pay
• Company social events get ready for a jam-packed calendar
• Electric car scheme
• 12 days of personal growth development time

ANS are an equal opportunities employer. We encourage diversity and anyone applying for a role at our organisation can be assured that their application will be treated fairly regardless of age disability gender reassignment gender expression marriage and civil partnership pregnancy and maternity race religion or belief and sex or sexual orientation. We sometimes ask for information relating to individuals for equal opportunities monitoring purposes only.