Job Description

The role

As a Service Manager in the Customer Success Unit, you act as the trusted partner for our tier 3 and 4 customers, serving as their primary point of contact for all service-related needs. In this dynamic role, you lead seamless transitions, drive collaboration across teams, and confidently manage escalations to maintain customer trust. You champion customer needs within ANS, advocating for improvements and delivering exceptional experiences that strengthen relationships and create real impact.

What will I be doing?

Performance & Outcomes:

Focused on delivering brilliant basics, measured by Leading Indicators of Success Renewal forecast coverage at 100%, 80% commit rate SLA compliance
Account & Relationship Management:

Manage Tier 3 and 4 accounts with a partnering approach Conduct and track Service Management Reviews (SMRs) Act as escalation point for VOCs and manage major incident communications Ensure root cause analysis and SLA adherence for incidents Liaise with delivery, sales, and Professional Services teams to support customer needs and upsell opportunities
Service Improvement & Governance:

Drive continuous service improvement through: SLA/KPI management, churn reduction, usage trend analysis Enhancing CSAT, KORE, Trustpilot engagement Escalation handling, Glass engagement governance, and other CSI initiatives Champion OFIs and collaborate with Service Desk Leadership to elevate service quality
Training & Development:

Pursue relevant certifications and learning to build technology and best practice expertise Demonstrate progress against personal development plans
Team Collaboration & Support:

Collaborate with ANS Squads and CSU teams to ensure quality and compliance Provide coverage for other Service Managers and take on additional responsibilities as needed
Customer Experience & Growth:

Maintain a customer-obsessed mindset from onboarding through BAU Drive exceptional CX as reflected in CSAT and NPS Promote Cloud adoption and identify upsell opportunities within accounts

What will I bring to the role?

Proven experience in Service Management and ITIL processes Excellent communication, interpersonal, and stakeholder management skills. Proactive attitude to set the standard of what good looks like across the team Eye for detail to drive continual process improvement

Soft Skills:

Organised and self-motivated Strong time management and prioritization skills Ability to a work in a high pressure environment A big team player?? Passionate about customer service
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 LinkedIn pages



With fantastic benefits, an inclusive culture, and a cool office space, we're your kind of workplace.

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.