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

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

Job summary

An award-winning ERP SaaS provider in the UK seeks a Service Delivery / Customer Support Manager to lead their customer service team. This hybrid role offers a competitive salary (£54,000 - £58,000) based on experience, a bonus linked to performance, and additional benefits including a pension and training budget. You will be responsible for onboarding, issue escalation, and improving service standards to ensure high customer satisfaction and retention rates.

Benefits

Annual performance bonus

25 days holiday + bank holidays

Training & development budget

Company pension with enhanced contribution

Qualifications

• An experienced customer service or service operations leader.
• Proven people leadership experience with accountability for results.
• Confident handling escalations and complex customer challenges.

Responsibilities

• Lead, coach, and develop customer service and support team.
• Own customer onboarding from go-live to adoption.
• Act as senior escalation point for complex customer issues.

Skills

Leadership

Customer Service Leadership

Experience in SaaS, ERP, or complex B2B software environments

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.