Service Delivery Analyst / Customer Success Specialist
Bristol (Office Based with Free Parking)
Up to £43,000 + Benefits
SC Clearance Eligibility Required
Join an MSP that's rethinking customer success.
Our client delivers Cloud, Cyber Security, Data and Digital Transformation services across public and private sector organisations.
They're investing heavily in AI, automation and customer success to move beyond the traditional MSP model of simply reacting to tickets. The focus is on helping customers get more value from their technology, reducing repetitive support activity and driving continuous service improvement.
The Role
You'll help manage escalations, improve service performance, identify trends and ensure customers receive maximum value from their IT services.
You'll be involved in customer engagement, service reviews, onboarding activities and help discover how automation and AI can be used to improve service delivery and customer outcomes.
Key Responsibilities
- Manage customer escalations and service issues
- Conduct service reviews and customer engagement meetings
- Analyse ticket trends and service performance
- Identify opportunities for automation and service improvement
- Support onboarding and customer adoption activities
- Work closely with technical consultants and engineering teams
- Promote ITIL best practice and customer success outcomes
Technical Environment
You'll work across a broad technology landscape including:
- Microsoft 365
- Azure
- Intune
- Microsoft Security
- Oracle OCI
- Cisco & Networking Infrastructure
- Cloud & On-Prem Environments
- End User Computing
- Firewalls, Monitoring & Infrastructure Platforms
What We're Looking For
- MSP / Managed Services experience
- Service Desk, Infrastructure Support or Service Delivery background
- Strong customer-facing communication skills
- Experience handling incidents and escalations
- Microsoft 365 & Azure exposure
- ITIL Foundation Certification
- Experience with Halo, Autotask or similar ITSM tools
- Eligible for SC Clearance
Working Pattern & Benefits
- Shift pattern between 07:00-19:00 (8-hour day)
- Low-volume on-call rota after probation
- Private Healthcare
- Enhanced Pension Scheme
- EMI Share Scheme
- 25 Days Holiday + Birthday Off + Bank Holidays
Career Progression
This role is designed for people who want to move beyond reactive support and develop into Customer Success, Service Delivery, Technical Consultancy, Account Management or Leadership positions over time.
Pay: £38,000.00-£43,000.00 per year
Work Location: In person
