Head of Service Management and Customer Experience

As our Head of Service Management and Customer Experience, you’ll lead a combined team of Service Delivery Managers, Technical Account Managers, and Customer Experience professionals, responsible for delivering exceptional customer outcomes across our cloud-managed services. You’ll shape and execute our service strategy, drive continual improvement, and act as a senior point of contact for key customers, including C-level stakeholders.

You’ll report to the COO and work cross-functionally with technical, sales, and service teams to ensure our services are reliable, scalable, and aligned to customer success, as well as acting as senior escalation point for service issues, general escalations and dispute resolution for some of the groups largest and most valued customers. 

You'll also:

• Lead and develop our Service Delivery and Customer Experience teams
• Design and implement a forward-thinking service strategy aligned to business and customer goals
• Build strong relationships with key customer stakeholders and manage executive service reviews
• Drive continuous service improvement, performance monitoring, and SLA adherence
• Collaborate with Sales and Technical teams to support retention and growth
• Champion customer satisfaction, insight-driven change, and service excellence
• Develop robust reporting alongside Sales to ensure customer satisfaction and retention, and correct account issues at first identification

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 £127m
• 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.