Senior Service Delivery Lead - ERP SaaS & Customer Success

Prescriptionbluegrass; Grantham; Hybrid; GBP 54,000 - GBP 58,000; Full time

Job summary

A leading ERP SaaS provider in Grantham is looking for a Service Delivery / Customer Support Manager to oversee customer experience and team performance. In this senior role, you will lead a dedicated team, manage service standards, and ensure high customer satisfaction. The ideal candidate possesses strong leadership qualities, experience in SaaS or ERP environments, and a commitment to customer success. The position offers a salary range of £54,000 – £58,000 and a hybrid working model with additional perks.

Benefits

Up to 10% annual bonus

25 days holiday + bank holidays

Company pension with enhanced employer contribution

Training & development budget

Clear progression opportunities

Qualifications

• Proven people leadership experience with accountability for results.
• Comfortable working cross‑functionally with Product, Tech, and Sales.
• Experience leading and developing customer‑facing teams in a software or IT environment.

Responsibilities

• Lead, coach, and develop customer service and support team.
• Act as the senior escalation point for complex customer issues.
• Take ownership of customer satisfaction and overall service performance.

Skills

Leadership

Customer Service Leadership

Service Operations

Experience in SaaS, ERP, or complex B2B software environments

Job description

A leading ERP SaaS provider in Grantham is looking for a Service Delivery / Customer Support Manager to oversee customer experience and team performance. In this senior role, you will lead a dedicated team, manage service standards, and ensure high customer satisfaction. The ideal candidate possesses strong leadership qualities, experience in SaaS or ERP environments, and a commitment to customer success. The position offers a salary range of £54,000 – £58,000 and a hybrid working model with additional perks.