Service Delivery / Customer Support Manager - ERP, SaaS, Tech

RecruitmentRevolution.com; Cambridgeshire and Peterborough; Hybrid; GBP 54,000 - 58,000; Full time

Job summary

A leading ERP SaaS provider seeks a Service Delivery / Customer Support Manager to enhance customer experience and lead the support team. Located in Grantham, this role emphasizes ownership, leadership, and accountability in delivering exceptional customer service. Responsibilities include leading the team, improving processes, and ensuring customer satisfaction and retention. The position offers a competitive salary of £54,000 - £58,000 with bonus potential and flexible hybrid working arrangements.

Benefits

Competitive Salary

Flexible Hybrid Working

Annual Bonus

25 Days Holiday

Company Pension

Training & Development Budget

Qualifications

• Proven experience in customer service leadership.
• Comfort handling escalations and complex challenges.
• Experience leading customer-facing teams in IT.

Responsibilities

• Lead and develop the customer service team.
• Own customer onboarding and adoption.
• Act as the escalation point for high-impact issues.

Skills

Leadership

Customer Service Leadership

Service Operations

SaaS Experience

B2B Software Environment

Job description

You don t just want to manage support, you want to own the customer experience end-to-end.

If turning complex problems into loyal, long-term customers is your thing, this role was built for you.

When ERP software sits at the heart of a business, customer service isn t a function it s a promise.

At Khaos Control, that promise has powered UK retailers for over 25 years, helping ambitious SMEs and complex, multi-channel businesses grow with confidence.

Now, as we continue to scale our award-winning ERP SaaS platform, we re looking for a Service Delivery / Customer Support Manager who thrives on ownership, leadership, and delivering reassurance when it matters most.

This is a senior, hands-on leadership role for someone ready to shape how customer service and support operate across a growing SaaS business - and to make a visible, lasting impact.

The Role at a Glance:

Service Delivery / Customer Support Manager
Grantham, Lincolnshire Office Hybrid
£54,000 £58,000 DOE + Bonus
Full-Time Monday Friday Permanent

Values / Culture: Commitment, Success and Putting the Customer at the Heart of Everything We Do

Company: Khaos Control Award-Winning ERP SaaS provider powering SME retail

Your Background / Skills:

Leadership. Customer Service Leadership. Service Operations. Experience in SaaS, ERP, or complex B2B software environments.

At Khaos Control, our software has been running the operational backbone of hundreds of UK businesses for over 25 years - from fast-growing SMEs to complex, multi-channel retailers.

Inventory, orders, warehousing, accounting, CRM, integrations - when things go well, our customers scale with confidence. When things go wrong, they need someone who takes ownership, cuts through complexity, and makes them feel supported.

That s where you come in.

As our Service Delivery / Customer Support Manager, you ll lead the team that customers rely on when it matters most. You ll own service standards, influence product decisions, and ensure customers don t just use Khaos Control they succeed with it.

This is where leadership, accountability, and ownership really matter.

You Will:

• Lead, coach, and develop our customer service and support team, setting clear expectations, accountability, and ownership of KPIs, including consistently high CSAT and NPS scores
• Own customer onboarding alongside Professional Services; from go-live through to real adoption and value
• Act as the senior escalation point for complex or high-impact customer issues
• Work cross-functionally with Product, Tech, and Sales to drive proper, long-term resolutions
• Improve processes, documentation, SLAs, reporting, and service standards as we scale
• Take ownership of customer satisfaction, retention, and overall service performance

What We’re Looking For:

• An experienced customer service or service operations leader
• Proven people leadership experience with accountability for results
• Background in ERP, SaaS, or complex B2B software environments strongly preferred
• Customer-first, with a strong sense of ownership and responsibility
• Confident handling escalations and complex customer challenges
• Experience leading and developing customer-facing teams in a software or IT environment
• Comfortable working cross-functionally with Product, Tech, and Sales
• Calm under pressure and trusted by customers when it matters most

What Success Looks Like:

• Consistently high CSAT and NPS and KPI scores
• Faster onboarding and reduced time-to-value for new customers
• Lower churn and stronger long-term customer retention
• A confident, high-performing, engaged service team
• Customers who actively recommend Khaos Control because of the service they receive

What’s on Offer:

• £54,000 £58,000 base salary, depending on experience
• Up to 10% annual bonus linked to customer satisfaction, retention, and team performance
• Hybrid working with flexibility built in
• 25 days holiday + bank holidays
• Company pension with enhanced employer contribution
• Training & development budget (leadership, customer service, systems)
• Clear progression into broader service or customer leadership as the company grows
• Direct access to leadership, reporting to the Managing Director
• The chance to shape how customer service and operations work in an established and ambitious ERP SaaS business

If you re a customer-first leader who enjoys complexity, ownership, and building teams that customers genuinely trust, we d love to meet you.

Apply now and help us turn powerful ERP software into long-term customer success.