Job Description

About Us
We're a growing IT Managed Service Provider (MSP) dedicated to helping businesses get the most out of technology. Our reputation is built on delivering reliable, friendly, and proactive IT support that makes a real difference for our clients.

We're looking for a Client Experience & Service Delivery Manager to join our team. This new role is all about ensuring that our clients consistently receive the best possible service from our technical team. You'll act as the bridge between clients, the helpdesk, and the wider business to make sure we exceed expectations at every stage of the client journey.

The Role
You won't be managing the helpdesk itself (that's handled by our Helpdesk Manager) but you'll work closely alongside them to ensure smooth operations and positive client relationships. Your focus will be on:

Acting as the first point of escalation for any client concerns, ensuring issues are addressed promptly and constructively. Managing client onboarding and offboarding, ensuring transitions are smooth and well-structured. Overseeing and delivering client projects, coordinating with the technical team to ensure deadlines and expectations are met. Designing and managing processes to tailor our service delivery to specific client requirements. Building strong client relationships, regularly checking in to understand needs and ensure satisfaction. Working with internal teams to continually improve service quality and client experience.
About You
We're looking for someone with a mix of customer service excellence and organisational skills. You don't need to be the most technical person in the room (we'll teach you what you need to know about what we do and how we do it), but you do need to be comfortable working with technical teams and translating client needs into action.

You'll bring:

Experience in a service delivery, account management, or customer success role, ideally B2B. IT or professional services experience is a bonus but not a necessity. Strong communication and relationship-building skills. A proactive, problem-solving approach, with the ability to stay calm under pressure. Solid organisational skills, with experience managing projects or client processes. A genuine passion for delivering excellent customer experiences.
Why Join Us?

Be part of a supportive and growing MSP where your input will make a real impact. Opportunities for professional development and career progression. 22 days holiday plus Bank Holidays, increasing by 1 day per year Extra day off for your birthday (and a cake) Health Cash Plan Contributary Pension Friendly, collaborative team culture with excellent staff retention. 26 years trading, owner-managed business with a strong multi-year business plan in place offering stability and security.
We work from home every Monday and Tuesday (all equipment provided) and in our Bradford on Avon office Wednesday to Friday. Working hours are 8.30-5.30. The office is fully air conditioned with kitchen facilities, shower, break-out room, foosball table, dart board etc. Parking in our private carpark. A short walk to the canal and river, local shops and open countryside.

Job Types: Full-time, Permanent

Pay: 28,000.00-30,000.00 per year

Benefits:

Company pension Health & wellbeing programme On-site parking Work from home
Work Location: Hybrid remote in Bradford-on-Avon BA15 1HA