Support Manager

Ambis Resourcing; Camberley; Hybrid; GBP 60,000 - 69,000; Full time

Job summary

A small entrepreneurial company in the UK is seeking a Service Delivery Manager (ERP) to lead a team of product managers and manage client relationships. The role involves overseeing support operations, ensuring client satisfaction, and taking on leadership responsibilities for operational growth. Candidates should have a strong technical understanding, leadership skills, and experience in customer communication. Flexibility and a willingness to engage in diverse tasks are essential for success in this dynamic environment.

Qualifications

• Experience managing a team of product managers overseeing ERP solutions.
• Strong communication skills to manage client relationships.
• Understanding of technical issues to guide support work.

Responsibilities

• Oversee product managers and ensure escalations are handled effectively.
• Conduct client account reviews and build relationships.
• Take on operational responsibilities while managing the support team.

Skills

Leadership

Customer Communication

Technical Understanding

Job description

Service Delivery Manager (ERP)

Location: UK (remote with about 5 days a month travel to clients/office)

Works closely with: Product Managers, Delivery/Projects, Support, Development, Leadership Team

To: £60,000 base (DOE) + performance bonus (5% - 20%)

This role is a support manager overseeing 10 product managers who typically work in sub‑teams covering each module of the ERP solution:

• CRM
• Finance
• Manufacturing
• Distribution
• Project management

Responsibilities

The first 6 months of the role will be taking charge of the queue, managing the escalations, customer communication, ensuring that the 50 clients are properly looked after and that issues are resolved in a considered coordinated way, that developers/product managers are doing the right thing, priorities are correct and the team feels like a bunch of teckies pulling together.

The next 6 months is around client account reviews, working with a customer success manager (that you may need to hire) to start building fuller more durable relationships, set account objectives and have an understanding of what they want, where they are and a firm understanding of the stickiness of the clients to ERP solution and company.

Year 2 is about taking on more operational responsibility and growing your leadership position in the company, whilst still managing the support team and the customer success manager(s).

The job involves some hands‑on support work overseeing issues, managing the queue and dealing with the product managers; you will need enough technical skills to understand black from white.

Additional Information

Health warning!

About the Company

As a small entrepreneurial company you will have the opportunity to engage in all sorts of tasks from Sales, Marketing, web site design, business strategy, product direction / development, hiring / interviewing, and anything else that happens to be a priority at the time. If you see this as a challenge, as exciting, as an opportunity to grow, this is a the company for you. If you see this as a distraction from your core job and an annoying pull on your time, then this is probably not the place for you.