Service Manager
This is a , Full Time vacancy that will close in {x} days at {xx:xx} BST.
The Vacancy
The role
As a Service Manager in our Customer Success Unit, you’ll take ownership of relationships with our Tier 3 customers, acting as their main point of contact from a service perspective. You’ll ensure a smooth transition into service, build strong partnerships from the outset, and champion the customer’s voice within ANS. You’ll 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
Why work for ANS?
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.
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.
The Benefits
The Benefits
Work from anywhere
Private Medical
Pension Scheme
Life Assurance
Volunteer Days
Electric Vehicle Scheme
Personal Development Days
Ride to Work Scheme
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