Service Delivery Manager - ERP, SaaS, Tech

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

You dont just want to manage support, you want to own the customer experience end-to-end. If turning complex problems into loyal, long-term customers is your thing, this role was built for you.

When ERP software sits at the heart of a business, customer service isn’t a function – it’s a promise. At Khaos Control, that promise has powered UK retailers for over 25 years, helping ambitious SMEs and complex, multi‑channel businesses grow with confidence.

Now, as we continue to scale our award‑winning ERP SaaS platform, we’re looking for a Service Delivery / Customer Support Manager who thrives on ownership, leadership, and delivering reassurance when it matters most.

This is a senior, hands‑on leadership role for someone ready to shape how customer service and support operate across a growing SaaS business – and to make a visible, lasting impact.

The Role At a Glance

Service Delivery / Customer Support Manager

Grantham, Lincolnshire Office Hybrid

£54,000 – £58,000 DOE + Bonus

Full‑Time | Monday – Friday | Permanent

Values / Culture: Commitment, Success and Putting the Customer at the Heart of Everything We Do

Company: Khaos Control – Award‑Winning ERP SaaS provider powering SME retail

Your Background / Skills:

• Leadership
• Customer Service Leadership
• Service Operations
• Experience in SaaS, ERP, or complex B2B software environments

That’s where you come in.

As our Service Delivery / Customer Support Manager, you’ll lead the team that customers rely on when it matters most. You’ll own service standards, influence product decisions, and ensure customers don’t just use Khaos Control – they succeed with it.

You Will

• Lead, coach, and develop our customer service and support team, setting clear expectations, accountability, and ownership of KPIs, including consistently high CSAT and NPS scores
• customer onboarding alongside Professional Services; from go‑live through to real adoption and value
• Act as the senior escalation point for complex or high‑impact customer issues
• Work cross‑functionally with Product, Tech, and Sales to drive proper, long‑term resolutions
• Improve processes, documentation, SLAs, reporting, and service standards as we scale
• Take ownership of customer satisfaction, retention, and overall service performance

What Were Looking For

• An experienced customer service or service operations leader
• Proven people leadership experience with accountability for results
• Background in ERP, SaaS, or complex B2B software environments strongly preferred
• Customer‑first, with a strong sense of ownership and responsibility
• Confident handling escalations and complex customer challenges
• Experience leading and developing customer‑facing teams in a software or IT environment
• Comfortable working cross‑functionally with Product, Tech, and Sales
• Calm under pressure and trusted by customers when it matters most

What Success Looks Like

• Consistently high CSAT and NPS and KPI scores
• Faster onboarding and reduced time‑to‑value for new customers
• Lower churn and stronger long‑term customer retention
• A confident, high‑performing, engaged service team
• Customers who actively recommend Khaos Control because of the service they receive

Whats On Offer

• £54,000 – £58,000 base salary, depending on experience
• Up to 10% annual bonus linked to customer satisfaction, retention, and team performance
• Hybrid working with flexibility built in
• 25 days holiday + bank holidays
• Company pension with enhanced employer contribution
• Training & development budget (leadership, customer service, systems)
• Clear progression into broader service or customer leadership as the company grows
• Direct access to leadership, reporting to the Managing Director
• The chance to shape how customer service and operations work in an established and ambitious ERP SaaS business

Apply now

Help us turn powerful ERP software into long‑term customer success and join a team that values ownership, leadership, and customer impact.