Head of Service Management and Customer Experience

As Head of Service Management and Customer Experience, you will lead a unified team of Service Delivery Managers, Technical Account Managers, and Customer Experience professionals to ensure outstanding outcomes across our cloud-managed services. Reporting to the COO, you will define and execute our service strategy, champion continual improvement, and serve as a senior point of contact for high-value customers, including C-level executives. Collaborating closely with technical, sales, and support teams, you’ll ensure our services remain reliable, scalable, and aligned to customer success. You’ll also act as the senior escalation point for critical service issues, general escalations, and dispute resolution for some of the group’s most strategic accounts.

Responsibilities:

• Lead, mentor, and grow the Service Delivery and Customer Experience teams to deliver high performance and customer value
• Define and execute a future-focused service strategy aligned with business objectives and customer needs
• Build and maintain strong relationships with key customer stakeholders, leading executive-level service reviews
• Work with our Service teams to drive continuous improvement through proactive service monitoring, performance analysis, and SLA compliance
• Hold accountability for the review and approval of customer complaints and service credits, along with follow-up improvement actions to prevent future reoccurrence.
• Collaborate cross-functionally with Sales, Technical, and Product teams to support customer retention and account growth
• Champion customer advocacy by turning feedback into actionable insight and embedding a culture of service excellence
• Develop clear, actionable reporting alongside Sales to monitor satisfaction, retention risks, and address service issues earl

What we’re looking for:

• Proven experience leading service delivery or customer success in a cloud/MSP environment
• Highly accountable, able to pro-actively take ownership of issues, de-escalate disputes and reach positive outcomes
• Strong knowledge of ITIL (v4 certified) and cloud-managed services (e.g., Azure, VMware)
• Commercially astute, data-driven, and comfortable engaging with executive-level clients
• Experienced in leading and developing high-performing, cross-functional teams
• Excellent communicator with strong analytical, strategic, and operational skills

£Competitive salary + bonus + benefits

Iomart is the UK’s leading Secure Cloud Managed Services Provider.  We are passionate about delivering Hybrid Cloud, Data Protection, Cyber Security and Secure Connectivity to over 9,000 organisations in the UK and globally.

• We have over 25 years expertise in data centre and cloud services
• Over 600 skilled professionals and turnover over £143 m
• Our HQ is in Glasgow and offices across the UK
• We provide critical services across all public and private sectors

Please click apply if you like the sound of this. If you do not have an up to date CV or want to have a chat about the role first please feel free to contact me on careers@iomart.com

We’re an equal opportunities employer and want our vacancies to be available to all, so if you need us to make any reasonable adjustments during the process then just let us know.