Client Success & Service Delivery Lead

LMG (lmgiq.com); Horley; Híbrido; GBP 42.000 - 56.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Annual Leave 22 days + bank holidays

Health and wellbeing benefits

Flexible hybrid working

Development & recognition

Descripción de la vacante

LMG is seeking a Service Delivery Specialist within Maintenance & Support. You will be the central link between clients, service delivery teams, and the organisation, ensuring clients realise value from our Maintenance & Support offering from digital commissioning to live service.

You will engage with internal teams, manage governance, and drive improvements to service performance and client satisfaction across a hybrid working model in the UK.

Formación

• GCSEs five passes (A*-C) including Maths or English.
• Three A levels at A*-C or 240 UCAS points.
• Degree in Business Management, Operations, Information Systems or related discipline.
• ITIL Foundation Certification (or working towards).
• PRINCE2 Foundation or equivalent project coordination cert.

Responsabilidades

• Oversee service requests, incidents, and escalations per SLAs and client expectations.
• Act as escalation point for complex/high-priority issues with coordinated resolution.
• Support governance frameworks, processes, reporting requirements, and service levels.
• Coordinate resources with Service Desk, Engineering, Project and Operations teams.
• Maximise Service Engineer utilisation and align to client and business needs.
• Monitor renewals and SSAs, including licensing renewals and invoicing cycles.
• Prepare accurate quotations for time‑and‑materials work and ensure alignment with commercial processes.
• Identify risks to client satisfaction and take early action to mitigate issues.
• Support client retention by demonstrating value and service quality.
• Schedule regular client check-ins and onboarding of new clients to live service.

Conocimientos

Customer success

Service coordination

Communication skills

Data-driven / analytical

Advanced Excel

Educación

Bachelor's degree in Business Management / Operations / Information Systems

ITIL Foundation Certification

PRINCE2 Foundation / APM PFQ

Herramientas

Freshservice

ServiceNow

CRM tools

Descripción del empleo

LMG is seeking a Service Delivery Specialist within Maintenance & Support. You will be the central link between clients, service delivery teams, and the organisation, ensuring clients realise value from our Maintenance & Support offering from digital commissioning to live service.

You will engage with internal teams, manage governance, and drive improvements to service performance and client satisfaction across a hybrid working model in the UK.