Client Success Manager

OryxAlign is a fast-growing Managed Services Provider delivering technology solutions and high-quality support services to a diverse client base. We have invested significantly in our people, systems and operational capability, and continue to grow our presence across our UK, Cape Town and Manila offices.

Our business is built on delivering excellent service, developing trusted client partnerships and maintaining strong operational efficiency. In a fast-evolving technology market, we continue to strengthen our managed services offering and invest in the talent needed to support our clients, our growth and our long-term ambitions.

Overall purpose

As a Client Success Manager, you will take ownership of contracted services for nominated managed services clients, building trusted partnerships and turning their priorities into measurable service plans. As their primary contact and operational lead, you will bring together technical, operational, project and commercial teams to deliver excellent service and commercially sustainable outcomes. You will also act as a senior practitioner within Client Success, mentoring colleagues and potentially leading up to five engineers to strengthen service delivery and drive continual improvement.

Key Responsibilities

- Own trusted relationships and service governance for nominated high-value clients, translating contractual commitments and business priorities into measurable service plans and contributing to strategic account planning. - Lead monthly service reviews, using service, financial and client-experience data to provide clear recommendations, agree actions and improve outcomes. - Take the lead on complex issues and escalations, assessing impact and risk and coordinating teams and suppliers to achieve timely resolution. - Plan and allocate engineering resources to balance client needs, service risk, cost and capacity; where assigned direct reports, lead and develop up to five engineers through clear objectives, feedback and coaching. - Drive continual service improvement and service transitions, measuring benefits and managing operational, contractual, security and financial risks in line with relevant service management, health, safety, security and quality requirements. - Mentor Client Success Managers, support new colleagues and share best practice, providing peer review and constructive challenge to strengthen service governance and decision-making.

What we need from our Client Success Manager:

You will be a confident, commercially aware relationship-builder who takes ownership and exercises sound judgement in a fast-paced managed services environment. Comfortable working with a high degree of autonomy, you will use evidence to balance client outcomes, contractual commitments, profitability and operational priorities. You will build credibility with senior stakeholders, communicate clear recommendations and challenge constructively when needed. Your collaborative approach, emotional intelligence and commitment to service excellence will help you guide colleagues through complex situations, coach others and role-model OryxAlign's values while continually improving how we work.

Experience and expertise

Essential:

- Substantial client success or service delivery experience in an SLA-driven, multi-tenanted technology services environment, with responsibility for complex, high-value or business-critical client relationships. - Current ITIL Foundation certification or equivalent practical IT service management experience, with strong applied knowledge of SLA and KPI management, service governance, escalations and continual service improvement. - Strong operational understanding of IT infrastructure, cloud services, security best practice and relevant vendor technologies, with working knowledge of ISO/IEC 20000, ISO/IEC 27001 and ISO 9001 in managed services. - Excellent client-facing, influencing and stakeholder-management skills, including the ability to build credibility with senior clients, analyse performance data, plan resources and communicate clear recommendations. - Demonstrable people leadership, coaching and mentoring experience, alongside strong commercial awareness covering contracts, service scope, profitability, cost control and operational risk.

Desirable:

- A degree-level qualification in a related field, or equivalent relevant professional experience. - ITIL Intermediate modules, ITIL Practice Manager, ITIL Managing Professional or an equivalent advanced service management qualification.

What you will get from OryxAlign

- Along with competitive salary and training and development you will receive leave entitlement of 23 days plus one volunteer day, private medical through Vitality, group personal pension - 4% employer and 5% employee contributions and Life Insurance at 4 x salary.

Other benefits include:

• Employee Assistance Programme and access to Online GP

- Social events throughout the year - Cycle to Work & Instant Discounts - Technology Loans - Wellbeing initiatives - Long service leave - Holiday Trading - Reward and recognition awards - Lunches on All-In Office Days

Equal opportunities