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# IT Customer Service Manager

- **Company:** Clyde & Co
- **Location:** Glasgow, UK
- **Contract:** Permanent contract
- **Skills:** IT Management, Information Technology
- **Published:** September 20, 2026
- **Apply:** https://www.careerjet.co.uk/job/gb50351a56e950e75e32b453c42497f95e/eaa

## About the Role

Leadership & People Management

 * Proven experience leading, developing and retaining high-performing customer service teams.
 * Strong coaching, mentoring and performance management skills.
 * Ability to motivate, inspire and develop team members through clear objectives and ongoing support.
 * Experience creating and maintaining a positive, collaborative and customer-focused team culture.

Service Delivery & Operational Management

 * Experience managing service desk operations, ticket handling processes and escalation procedures.
 * Ability to monitor, analyse and improve service performance through KPIs and trend analysis.
 * Experience managing escalated issues and driving effective resolutions.
 * Strong understanding of customer service best practices, service processes and continuous improvement methodologies.

Stakeholder & Vendor Management

 * Strong relationship management skills with the ability to build credibility across all levels of the organisation.
 * Experience managing third-party vendors and holding suppliers accountable against agreed service levels.
 * Ability to effectively manage customer expectations while balancing operational priorities and business requirements.
 * Experience working with stakeholders across multiple regions and global teams.

Technical & Professional Capability

 * Proven analytical and problem-solving skills.
 * Experience with ticket management systems, service desk technologies and call centre platforms.
 * Ability to research technical issues and communicate solutions in a business-friendly manner.
 * Excellent written, verbal and interpersonal communication skills.
 * Ability to remain composed under pressure and effectively manage conflict resolution.
 * Degree in Computer Science or a related discipline is preferred.
 * Experience within a law firm or professional services environment would be advantageous., * Modern, flexible working - A minimum of 2 days each week required from the office, 3 days from home.

## Description

As the IT Customer Service Manager (UK, Europe & MEA), you will lead a team of Local Support Technicians and managed service providers, ensuring the delivery of high-quality IT support across the region. You will oversee ticket management, service performance, stakeholder and vendor relationships, and continuous service improvement initiatives. Working closely with IT leadership, you will drive operational excellence, develop team capability, and ensure a consistent, customer-focused service that supports the firm's strategic goals., * Lead customer service delivery across a large and diverse UK, Europe and MEA region, influencing the end-user experience at a global level.

 * Play a key role in shaping IT service strategy, team development and continuous improvement initiatives.
 * Work collaboratively with senior IT leaders, business stakeholders and external technology partners to drive operational excellence and customer satisfaction.