ITSM Service Delivery Lead — Client Success

beaumont; Newcastle upon Tyne; On-site; GBP 28,000 - 36,000; Full time

Job summary

Beaumont is seeking a Client Success Advisor to join a growing Managed Service Provider in the North East. The role focuses on ownership of ticket triage, workflow, and engineer scheduling, acting as the operational bridge between clients and technical teams to ensure requests are reviewed and resolved promptly.

This is not a purely technical role; it’s ideal for someone moving toward ITSM, service delivery, or account management, offering visibility into SLAs, service quality, and MSP

Qualifications

• Experience in customer service, helpdesk dispatch, or operational coordination.
• Experience within an IT environment or MSP is a plus, but strong organization and communication skills matter most.
• Clear, professional communication skills with confidence on the phone.
• Strong organizational ability and the composure to re-prioritize work when urgent issues arrive.
• Comfort working with ticketing software, CRM systems, and Microsoft 365.
• A practical mindset focused on keeping systems organized and clients informed.

Responsibilities

• Own the ticket dispatch lifecycle: Review incoming client calls, emails, and portal tickets, checking technical context and prioritizing issues before dispatching them into engineers' calendars.
• Coordinate engineering capacity: Manage daily schedules. When high-priority P1 incidents drop in, you reshuffle tickets on the fly to get critical issues handled fast.
• Protect SLAs and service delivery: Keep a constant eye on the service board, identify tickets approaching breach limits, and chase up stalled items.
• Drive client satisfaction: Act as the voice of the customer. You will update clients on progress, manage expectations, and follow up directly on customer feedback scores.
• Assist with onboarding and quick fixes: Help new clients get set up on the portal, run through basic access checks, and resolve simple first-contact requests like password resets.

Skills

Customer service

Helpdesk dispatch

Operational coordination

Tools

Ticketing software

CRM systems

Microsoft 365

Job description

Beaumont is seeking a Client Success Advisor to join a growing Managed Service Provider in the North East. The role focuses on ownership of ticket triage, workflow, and engineer scheduling, acting as the operational bridge between clients and technical teams to ensure requests are reviewed and resolved promptly.

This is not a purely technical role; it’s ideal for someone moving toward ITSM, service delivery, or account management, offering visibility into SLAs, service quality, and MSP