Job Description

The role
As a Service Management Team Leader within the Customer Success Unit, you have direct people management responsibilities and serve as the accountable Manager for the customers assigned to your team members. In alignment with ITIL processes and working closely with the Senior Manager, you are responsible for ensuring your team's performance, driving LIOS initiatives, and advocating for the customer's perspective.
What will I be doing?

• Drive a high-performance, customer-focused culture centered on innovation, accountability, and service.
• Hold regular team meetings and one-on-ones to foster engagement.
• Support team development through coaching and training.
• Maintain ITIL-compliant documentation and service records.
• Identify and manage SLA risks.
• Contribute to service reviews and customer satisfaction projects as needed.
• Collaborate across CSU and business teams for end-to-end service excellence.
• Help implement Service Management strategy with Senior Manager.
• Ensure policy and security compliance.
• Act as escalation point for our Tier 4 customers and escalate issues to service desk and senior management.
• Manage major incident communications and ongoing issue escalations, driving OFIs.
• Demonstrate commercial awareness and support team growth opportunities.
• Ensure accurate forecasting data for Board reports.
• Provide coverage for Senior Manager within Service Management team.

What will I bring to the role?

• Proven experience in Service Management and ITIL processes
• Excellent communication, interpersonal, and stakeholder management skills.
• An analytical mindset with 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 that will drive continual process improvement

Soft skills:

• Excellent communication skills
• Confidence
• Organised
• Team Building
• Time management

At ANS, we've 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 people. In training, development, health and more - we give you the benefits and flexibility to maintain a happy work-life balance.
We're proud of the inclusive, fun, dynamic environment we've created. It's a safe space that works for all. You don't have to be a techie to work in tech. Bring your authentic self and find your dream role here. Find out more at .
What's in it for you?
With fantastic benefits, an inclusive culture, and a cool office space, we're your kind of workplace.
Company benefits

• As standard: 25 days' holiday, plus you can buy up to 5 more days
• A little extra: we'll give you your birthday off, and an extra celebration day for whatever you want! Tying the knot? You get 5 days' additional holiday in the year you get married. Oh, and 5 volunteer days!
• Private health insurance
• Pension contribution match and 4 x life assurance
• Flexible working and work from anywhere for 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.

Skills Required