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

RECRUITMENTREVOLUTION.COM; East Midlands; Hybrid; GBP 54,000 - 58,000; Full time

Job summary

A leading ERP SaaS provider based in the United Kingdom is seeking a Service Delivery / Customer Support Manager to lead their customer service and support operations. The ideal candidate will own customer experience and service standards while leading a dedicated team to ensure customer satisfaction and retention. With a salary range of £54,000 – £58,000 plus a bonus, this permanent, hybrid role offers an opportunity to shape service operations in a growing company.

Benefits

Up to 10% annual bonus

25 days holiday + bank holidays

Company pension with enhanced employer contribution

Training & development budget

Clear progression into broader service roles

Qualifications

• Proven people leadership experience with accountability for results.
• Customer-first mentality with strong ownership and responsibility.
• Experience leading customer-facing teams in a software or IT environment.

Responsibilities

• Lead, coach, and develop customer service and support team.
• Own customer onboarding and service standards.
• Act as the senior escalation point for complex customer issues.
• Work cross-functionally with Product, Tech, and Sales.
• Improve processes and service standards as the company scales.

Skills

Leadership

Customer Service Leadership

Service Operations

Experience in SaaS

Experience in ERP

Complex B2B Software Environments

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.

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 aService Delivery / Customer Support Managerwho 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: 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.

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 us – they succeed with it.

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 us 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.

Application notice... We take your privacy seriously. When you apply, we shall process your details and pass your application to our client for review for this vacancy only. As you might expect you may be contacted by email, text or telephone. Your data is processed on the basis of our legitimate interests in fulfilling the recruitment process. Please refer to our Data Privacy Policy & Notice on our website for further details.

If you have any pre‑application questions please contact us first quoting the job title & ref. Good luck, Team RR.