Customer Success & Service Delivery Manager – ITIL Expert

Motion Applied; Woking; On-site; GBP 60,000 - 90,000; Full time

Job summary

Motion Applied seeks a Customer Success Manager to own service delivery and drive customer outcomes across a portfolio of clients. The role blends ITIL service delivery management with account management to ensure SLA adherence, performance targets and ongoing customer satisfaction.

You will be the primary contact for operational enquiries, coordinate with suppliers and internal teams, and lead continual service improvement while supporting renewals and new bids where needed.

Qualifications

• Experience in Service Delivery Management, Customer Success or IT Service Management.
• Strong understanding and application of ITIL principles in practice.
• Experience managing customer-facing services against SLAs and KPIs; ability to coordinate with suppliers and internal teams.

Responsibilities

• Own service delivery across assigned customer accounts and monitor SLAs, KPIs and performance.
• Lead customer onboarding, adoption activities and drive customer satisfaction, retention and growth.
• Manage supplier relationships, conduct governance meetings and support contract and invoicing activities.

Skills

Service Delivery Management

Customer Success

IT Service Management

ITIL principles

SLA/KPI management

Stakeholder management

Commercial awareness

ITSM platforms

English & German fluency

Job description

Motion Applied seeks a Customer Success Manager to own service delivery and drive customer outcomes across a portfolio of clients. The role blends ITIL service delivery management with account management to ensure SLA adherence, performance targets and ongoing customer satisfaction.

You will be the primary contact for operational enquiries, coordinate with suppliers and internal teams, and lead continual service improvement while supporting renewals and new bids where needed.