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

RecruitmentRevolution.com; Nottingham; Hybrid; GBP 54,000 - 58,000; Full time

Job summary

A leading customer support organization in the UK seeks a Service Delivery / Customer Support Manager to lead a dedicated team. The role requires strong leadership, with a focus on customer satisfaction, onboarding, and improving service standards in a fast-paced ERP SaaS environment. You’ll collaborate with various teams, ensuring excellence in customer service. The ideal candidate has experience in SaaS or ERP, a customer-first mentality, and proven leadership skills. Hybrid working and competitive salary of £54,000 - £58,000 with a bonus are offered.

Benefits

Up to 10% annual bonus

25 days holiday + bank holidays

Company pension with enhanced employer contribution

Training & development budget

Clear progression opportunities

Qualifications

• Proven people leadership experience with accountability for results.
• Experience leading and developing customer-facing teams in a software or IT environment.
• Strong sense of ownership and responsibility in customer-first environments.

Responsibilities

• Lead, coach, and develop the customer service and support team.
• Own customer onboarding alongside Professional Services.
• Act as the senior escalation point for complex customer issues.
• Improve processes, documentation, SLAs, and service standards.

Skills

Leadership

Customer Service Leadership

Service Operations

Experience in SaaS

Experience in ERP

Complex B2B Software

Job description

The Role at a Glance

Service Delivery / Customer Support Manager

Location: Grantham, Lincolnshire Office - Hybrid

Salary: £54,000 - £58,000 DOE + Bonus

Type: 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

Background / Skills

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

Your Role

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.

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

Application

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.