IT Customer Service Manager

Here at Littlefish, we look for people who can make a real difference and become a giant slayer. As the world around us continues to change, we look for people who grab that change with optimism and excitement. These are the passionate and high-performing people who enjoy and thrive on thinking outside the box.

Our current employees are the giant slayers who have made Littlefish who we are today, and you will be the future employees who continue to add the drive, passion, and skills and experience as we continue to grow.

So, if this is ticking your boxes and you are excited at the thought of working with creative, passionate, energetic, friendly people, we would love to hear from you.

The role and what you’ll be getting up to on a day-to-day basis:

As Customer Service Manager, you’ll play a critical role in ensuring that our customers receive an exceptional support experience. You’ll lead a team of Support Consultants and Engineers, oversee customer support operations, and act as a key escalation point for stakeholders.

This is a highly visible leadership role that combines people management, customer relationship management, service delivery oversight, and continuous improvement.

You will:

• Lead, motivate, and develop a team of Support Consultants and Engineers within the Customer Service Practice.
• Take ownership and accountability for the successful delivery of customer support services.
• Ensure the smooth transition of projects into the support function following implementation.
• Manage team utilisation, workloads, and resource allocation to ensure service levels are consistently met.
• Monitor, report, and drive performance against key customer service and operational KPIs.
• Act as the primary escalation point for customer issues and ensure timely resolution of complex support challenges.
• Build strong, trusted relationships with customers and maintain high levels of customer satisfaction.
• Gather and communicate customer feedback to help shape service improvements and future project delivery.
• Coach, mentor, and support team members to maximise performance and professional development.
• Develop and maintain customer service processes, policies, and quality standards.
• Collaborate closely with functional and technical consultancy teams to ensure seamless service delivery.
• Contribute to continuous improvement initiatives that enhance customer experience, operational efficiency, and service quality.

• An experienced Customer Service, Customer Success, Service Delivery, or Support Management professional.
• A proven people leader with experience developing and motivating high-performing teams.
• An excellent communicator with strong stakeholder management and customer relationship skills.
• Experienced in managing service delivery environments and operational performance metrics.
• Highly organised with strong analytical and problem-solving abilities.
• Proficient in Microsoft applications, particularly Dynamics 365/CRM and Excel.
• Skilled in developing processes, policies, and best-practice approaches to service management.
• Commercially aware with experience managing budgets and resources effectively.
• Proactive, results-driven, and committed to delivering exceptional customer outcomes.

It would be great if you also have:

• Degree-level qualification.
• Postgraduate qualification or evidence of continued professional development.
• Knowledge of ITIL principles.
• ITIL certification.
• Experience within a technology, managed services, or IT consultancy environment.
• Experience supporting Microsoft-based business solutions.

• Healthcare cash plan. This will give you access to online GP appointments, 24/7 access to qualified counsellors and cashback against a range of general healthcare.
• Referral bonus scheme of \u00a31000 when you successfully refer a friend.
• Access to our LinkedIn Learning platform, with over 16,000 expert-led online tutorials to enhance and achieve your personal and professional goals.
• Casual dress policy.
• Company Pension Scheme.
• Company social events.
• 25 days annual leave plus public/bank holidays.
• Purchase of annual leave scheme.

Life at Littlefish:

Our company values shape who we are as a business, what we stand for and how we work. Hiring people with our values at heart is very important as we see Littlefish grow.

I am High Performing - I like to raise the bar, we look at creating opportunities to increase quality and improve efficiency, we strive for service excellence.

I am Passionate - We build team success and celebrate them together, I am enthusiastic and energetic, I care about the people I work with and we support one another.

I Have a Can-Do Attitude - I am not afraid to step outside my comfort zone, we are not afraid to challenge status quo, we get stuff done

So, if you feel like you can make a tangible difference, apply today, and join us on this journey.

Here at Littlefish we aim to be somewhere everyone can be themselves. We are committed to encouraging a diverse and inclusive community where everyone irrespective of who they are, or their background, can feel equal and supported.