Head of Service Management and Customer Experience

Head of Service Management and Customer ExperienceHead of Service Management and Customer Experience

role at

Iomart

OverviewJoin to apply for the

Head of Service Management and Customer Experience

role at

Iomart .

What you''ll be doingAs Head of Service Management and Customer Experience, you will lead a unified team of Service Delivery Managers, Technical Account Managers, and Customer Experience professionals to ensure outstanding outcomes across our cloud-managed services. Reporting to the COO, you will define and execute our service strategy, champion continual improvement, and serve as a senior point of contact for high-value customers, including C-level executives. Collaborating closely with technical, sales, and support teams, you’ll ensure our services remain reliable, scalable, and aligned to customer success. You’ll also act as the senior escalation point for critical service issues, general escalations, and dispute resolution for some of the group’s most strategic accounts.

Responsibilities

Lead, mentor, and grow the Service Delivery and Customer Experience teams to deliver high performance and customer value

Define and execute a future-focused service strategy aligned with business objectives and customer needs

Build and maintain strong relationships with key customer stakeholders, leading executive-level service reviews

Work with our Service teams to drive continuous improvement through proactive service monitoring, performance analysis, and SLA compliance

Hold accountability for the review and approval of customer complaints and service credits, along with follow-up improvement actions to prevent future reoccurrence

Collaborate cross-functionally with Sales, Technical, and Product teams to support customer retention and account growth

Champion customer advocacy by turning feedback into actionable insight and embedding a culture of service excellence

Develop clear, actionable reporting alongside Sales to monitor satisfaction, retention risks, and address service issues early

What we’re looking for

Proven experience leading service delivery or customer success in a cloud/MSP environment

Highly accountable, able to pro-actively take ownership of issues, de-escalate disputes and reach positive outcomes

Strong knowledge of ITIL (v4 certified) and cloud-managed services (e.g., Azure, VMware)

Commercially astute, data-driven, and comfortable engaging with executive-level clients

Experienced in leading and developing high-performing, cross-functional teams

Excellent communicator with strong analytical, strategic, and operational skills

What''s in it for meCompetitive salary and bonus; benefits.

Who you''ll be doing it forIomart is the UK’s leading Secure Cloud Managed Services Provider. We are passionate about delivering Hybrid Cloud, Data Protection, Cyber Security and Secure Connectivity to over 9,000 organisations in the UK and globally.

We have over 25 years expertise in data centre and cloud services

Over 600 skilled professionals and turnover over £143 m

Our HQ is in Glasgow and offices across the UK

We provide critical services across all public and private sectors

What to do nextPlease click apply if you like the sound of this. If you do not have an up to date CV or want to have a chat about the role first please feel free to contact me on careers@iomart.com

We’re an equal opportunities employer and want our vacancies to be available to all, so if you need us to make any reasonable adjustments during the process then just let us ..... full job details .....