Macildowie seeking a dynamic and experienced individual to lead the Customer Success division of a successful organisation. In this role, you will play a crucial part in nurturing strong relationships with internal and external stakeholders. You will mentor customers, guide a dedicated team, drive service improvements, and ensure contractual obligations are met. If you're an excellent communicator, a problem solver, and have a track record in IT service delivery, we invite you to apply.

£50,000 | Hybrid 3 days in the office | Monday - Friday | 9:00 - 5:30

Responsibilities:

• Provide accurate billing forecasts for the future.
• Collaborate with sales and account management teams for renewals and extensions.
• Partner with the Customer Experience Director to foster growth within your assigned client portfolio.
• Identify and capitalise on growth opportunities.
• Generate detailed contract reports on a daily basis.
• Assure compliance with service obligations.
• Conduct regular on-site service reviews with clients.
• Develop close relationships with customers through site visits.
• Deliver performance reports and packs to clients.
• Manage and resolve service issues and escalations to satisfaction.
• Serve as a senior-level representative for IT, assuming accountability and responsibility.
• Engage with internal and external stakeholders to manage requirements and requests.
• Establish and promote a culture of service excellence and quality.
• Collaborate with the Service Delivery team to design and implement new processes and policies.
• Manage service delivery calls and requests with a proactive and solution-oriented approach.
• Identify process improvements across departments in collaboration with internal stakeholders.
• Maintain and update Standard Operating Procedures (SOPs).
• Adhere to company guidelines including HR and H&S policies.

Essential Qualifications, Skills & Experience:

• Proven track record of successful IT service delivery experience.
• Demonstrated ability in managing IT service delivery effectively.
• Capability in budget and P&L management.
• ITIL qualification.
• Strong communication skills, both verbal and written, with excellent planning and organisational abilities.
• Ability to remain composed under pressure and adapt to changing demands.
• Pragmatic problem-solving skills with a solutions-focused approach.
• Confidence in presenting to clients and building lasting relationships.
• Flexible approach to work and working hours.

Please note that the selected candidate will be required to successfully pass SC UK MOD clearance.

If you are interested in this role please apply with your most up to date CV and we will be in contact with you to discuss the role in more depth.

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Macildowie are a recruitment business working on behalf of a client to recruit this role. Your personal data may be forwarded to that client company as part of the application process.

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Macildowie is a specialist recruitment consultancy with a rich history of enhancing the careers of professionals across the Midlands and the Northern Home Counties. We have an unrivalled understanding of the local market place and recruit for the majority of the region's premier employers. To search for all of our live jobs please visit us at macildowie.com.