Service Relationship Manager

Claranet; Gloucester; On-site; GBP 50,000 - 70,000; Full time

Benefits offered by this job

Pension scheme

Healthcare coverage

Gym discounts

Wellbeing support

Holiday allowance (25→27 days)

Learning & development

Job summary

Claranet is seeking a Service Relationship Manager in Gloucester to oversee strategic customer relationships across hosting, network, and security services. You will drive service delivery, KPIs, and customer satisfaction in a fast-paced digital environment.

Collaborate with Operations, Infrastructure and project teams, manage escalations, and contribute to continuous service improvements and contract compliance. Solid stakeholder management and ITIL knowledge preferred.

Qualifications

• Experience managing complex customer relationship activities in a client services environment.
• Ability to develop and maintain relationships across multiple locations and levels.
• Proven track record in delivering service excellence and SLA compliance.
• Comfort with change and digital enablement in a fast-paced business setting.

Responsibilities

• Owns relationships with corporate customers across hosting, network and security services.
• Accountable for successful delivery of contracted services, KPIs and SLAs.
• Engage with customers to understand operational challenges and opportunities for growth.
• Coordinate with Service Operations, Infrastructure and PM to ensure service excellence.
• Assess infrastructure changes for impact and implement mitigation strategies.
• Drive service improvements and manage improvement plans where appropriate.

Skills

Matrix organization

Stakeholder management

Change management

Decision making

Problem solving

Executive communication

Tools

ITIL

Job description

Position Summary

Through a culture of collaboration, learning and opportunity, Service Relationship Management is a community of vibrant and dynamic service and technology experts, executing all facets of our operation with consistency, pride and efficiency.

Claranet's Service Relationship Managers (SRM's) are responsible for the service relationships of Claranet's customer base. They look after the customer experience ensuring the efficient and effective provision of these services to meet their assigned customer's needs. As we move at an increasingly fast pace to a digital world, these solutions and customer requirements are likely to change over the term of the contractual agreement. With this in mind we are looking for innovative, digital aware, agile individuals that relish the world of change and the level of complexity this brings to any customer focused organisation.

Key Responsibilities

• Owns the relationship with one or more of Claranet's Corporate customers contracted services across Claranet's portfolio of Hosting, Network, Communications and Security services
• Accountable for successful delivery of all clients contracted service and key KPI's and SLA's
• Able to manage customer contact engagement that maximises the relationship and knowledge of the customer
• Consult with customers on organisational, and operational challenges with their systems
• Build successful relationships with and drive performance of key internal stakeholders - Service Operations, Infrastructure, Project Management and business units - to ensure service excellence for clients
• Evaluate infrastructure Changes or new projects for operational impact to the client's system and implement strategies to mitigate any negative service effects
• Actively engages in customer satisfaction (Net Promoter Score) and operational stability of client's environments through monthly / quarterly / annual surveys
• Facilitate and resolution of problem solving (technical and non-technical) between Claranet and the Customer
• Drive continuous service improvement and manage service improvement plans where appropriate and according to the level of SRM engagement
• Manage and feed into financial targets where appropriate, ensuring that variable billing and service credit elements are delivered in a timely fashion

Required Qualifications & Experience

Behavioural Competencies – Organisational & Behavioural Fit

• Demonstrable ability to work within a matrix organization
• Innovative, digital native, technology "hungry", is comfortable with ambiguity and a change environment that is the "digital era"
• Demonstrable experience in successfully managing complex customer relationship activities in a client services industry
• Ability to develop and maintain relationships at all levels across multiple geographic locations (externally and internally)
• Demonstrable experience of leading change within a customer driven environment
• Excellent decision making & problem solving skills
• Able to confidently identify ways to maximize customer growth & retention opportunities
• Ability to prioritise multiple complex tasks, whilst working to tight deadlines
• Ability to communicate confidently at all levels whilst demonstrating close attention to detail
• Proven ability to work creatively and analytically in a problem-solving environment
• Self-motivated – personal drive and enthusiasm to continually improve and readily embrace change
• Appreciation of ITIL methodologies and standards

Benefits

At Claranet, we go the extra mile with our people- because we believe in building a workplace where everyone feels valued and supported. Our flexible benefits package includes:

• Pension Scheme: Employer-matched contributions to help you plan for the future.
• Comprehensive Healthcare Coverage: Access to private medical care for your peace of mind and wellbeing.
• Discounted Gym Memberships: Prioritise your fitness with exclusive rates at leading gyms.
• Personalised Wellbeing Support: App-based resources and services available 24/7
• Enhanced Annual Leave: 25 days of holiday, increasing to 27 days with service, plus bank holidays and a day off for your birthday.
• Continuous Learning & Development:Ongoing opportunities to grow your skills and advance your career.

What makes us unique is Team Claranet, our internal community that supports causes close to our employees' hearts. We offer paid charity leave, support local charities across our offices, and host annual fundraising events, all backed by a dedicated committee.

We're proud founding members of TC4RE (Technology Community for Racial Equality) working collectively to build a more diverse and inclusive tech industry.

About Claranet

Founded at the beginning of the dot com bubble in 1996, our CEO Charles Nasser had a light bulb moment to develop a truly customer-focused IT business. Since then, Claranet has grown from an Internet Service Provider (ISP) in the UK to being one of the leading business modernisation experts, who deliver solutions across 11+ countries.

Equal Opportunities Statement

Diversity, equity and inclusion are at the heart of what we value as an organisation. Claranet is an equal opportunities employer and all qualified applicants will receive consideration for employment without regard to race, religion, sex, sexual orientation, age, disability or any other status protected by law. Our recruitment team are happy to support any reasonable adjustments that are needed within the recruitment process.