84 Customer Service & Helpdesk jobs in the United Kingdom

NQC is a successful and growing software company specialising in supply chain risk management platforms. We’re in the ‘Tech for Good’ space, providing online web platforms which are in use by some of the largest organisations across a number of industries including the UK Government and the Automotive industry.

Based in central Manchester, NQC offers a supportive working atmosphere within a diverse team of people. We work on a hybrid model and regularly meet up outside of the office for team socials and company events. This is an opportunity to work on globally recognised technology solutions used by major brands throughout the world and become part of an exciting long term plan for sustainability, and a better future.

About your new role

As part of our continued growth, we have a new role within the team for a Customer Success Manager. Within this role, you will be responsible for strategically managing and developing our accounts within the Automotive Sector. As a Customer Success Manager, you will be tasked with developing relationships with senior stakeholders from a variety of large multinational organisations, ensuring they have a full understanding of how our product can support their sustainability and supply-chain strategies, and their ongoing projects with us through the use of data and insight.

Key Responsibilities

As a Customer Success Manager, you will be required to undertake the following responsibilities as part of your day to day activities:

• Client Relationship Management
• To manage a portfolio of client accounts to agreed KPI’s maintaining a focus on customer satisfaction, service delivery and contract renewal.
• To ensure regular communication with clients through face to face meetings and other communication means.
• To own and take a lead on high-profile and complex client relationships within the portfolio of clients. Develop strong relationships with key decision makers and influencers. Define, develop and own the customer contract strategy for client relationships within the portfolio.
• To assist the Head of Customer Success in forecasting revenue planning within the portfolio ensuring account development plans reflect the strategic direction of the customer.
• To produce weekly, monthly and quarterly status reports for the portfolio of clients to the Head of Customer Success to provide updates on progress against agreed client relationship strategies.
• To oversee all commercial aspects of the agreed portfolio of clients.
• Client Development
• To extend the existing portfolio of NQC products and services within the client accounts and increase the potential revenue stream to NQC.
• To maintain a thorough understanding of the portfolio of the client's business sector and use the knowledge to devise and implement relevant engagement strategies to identify opportunities for growth within the client accounts.
• To manage commercial opportunities within the portfolio of clients and to oversee the development of each client account.
• Service Delivery
• To oversee the successful delivery of service into client accounts focussing on achieving the highest levels of customer satisfaction.
• To effectively interact with internal NQC teams including Product Development & Assurance Team, Project Management and NQC’s Service Delivery and Support Centre function.
• To work closely with the internal NQC teams to assess and evaluate current processes with the support of your team, to feedback and drive ongoing refinement/improvement, focusing on improved service and increased profit margins.

Requirements

To be successful for this role, you will ideally meet these requirements:

• Excellent written and verbal communication skills in English. Additional languages are a plus.
• Experience working within a customer focused B2B environment.
• Experience of developing strategic client relationships and accounts with senior stakeholders, within a software environment.
• Excellent presentation skills - with the ability to create engaging material applicable to the audience.

• A passion for sustainability and engaging others on this topic.

Benefits

• Competitive salary package

• Hybrid working policy of 60% office-based
• Private Pension/Salary Sacrifice scheme
• 25 days holiday (Increasing with service) + bank holidays
• Enhanced Maternity and Paternity Leave
• Health Cash Plan
• Learning & Development through Udemy platform
• 24/7 Access to a Virtual GP
• Life Assurance (4 x Salary after 6 months)
• YuLife - employee discounts and wellbeing platform
• Regular company socials & events

Who We Are

Element is a secure, sovereign, and interoperable communications platform for government, defence, and public sector organisations. We’re building on the open Matrix protocol—a decentralized standard developed by our team—to help organisations control their communication infrastructure.

The Role

As a Customer Success Manager (CSM) at Element, you’ll lead the post-sale customer relationship, ensuring our customers achieve tangible value from our products and services. You’ll be measured by customer satisfaction, adoption, and retention, working across functions to help customers meet their business objectives while championing their needs within Element.

You will collaborate closely with:

• Pre-Sales Team (Account Executives and Pre-Sales Engineers) to ensure a smooth handover into the post-sales lifecycle.
• Account Managers to support renewal and account growth.
• Technical Account Managers to resolve technical barriers and drive adoption.
• Product Delivery teams to influence the roadmap and oversee customer-sponsored development projects

This is a high-impact role at the intersection of product, delivery, and customer engagement.

Responsibilities

• Own the onboarding journey, including customer handover from Sales and the development of tailored onboarding plans.
• Deliver customer training sessions and workshops to drive adoption.
• Become a product expert, delivering training to drive adoption
• Support product provisioning and ensure successful technical rollout (in partnership with TAMs).
• Maintain regular customer contact, building trusted relationships with stakeholders at all levels.
• Capture and share customer insights, ensuring feedback flows effectively into Element.
• Act as a customer advocate:
• Escalate and resolve urgent issues impacting success.
• Influence longer-term product roadmap decisions based on customer needs.
• Partner with Account Managers on renewals and account growth opportunities.
• Track and report on customer outcomes, adoption trends, and satisfaction.

Requirements

Must-Have

• Excellent communication and stakeholder management skills.
• Proven experience in customer-facing roles, ideally serving enterprise or government clients.
• Professional-level English (C1+).

Nice-to-Have

• German language skills (C1+).
• Account Management experience including dealing with renewals and contracts
• Familiarity with decentralised systems, open source software, VoIP, or end-to-end encryption.
• Knowledge of mobile platforms (iOS, Android) and mobile device management.
• Existing security clearance (UK, SÜ2 in Germany, or equivalent).

Benefits

• Meaningful, mission-driven work in open source
• 40 days of annual leave (incl. local public holidays)
• Private healthcare (depending on location)
• Share options
• Flexible hours and remote-first culture
• Family-friendly environment
• Annual bonus subject to individual and company performance

Our Values

• We care about the greater good
• We work together in the open
• We are proud of how we serve our customers
• We are ambitious and iterate rapidly

Equality, diversity, and inclusion

Element does not discriminate on the basis of race, sex, colour, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.

Your personal data will be processed in accordance with our Careers Privacy Policy .

About The Role

Our Customer Success team is looking for a Customer Success Manager to join our fast-growing team supporting the Life Sciences industry and help shape the future of digital solutions in the chemistry, manufacturing and controls (CMC) space.

As a Customer Success Manager, you will be responsible for ensuring our customers’ success with QbDVision’s products and services. You will serve as the liaison between QbDVision and key customer stakeholders, foster collaboration and drive strategic initiatives through proactive engagement.

What You'll Own

• Align with key customer stakeholders across various organizations in R&D, Operations and Manufacturing to drive successful business outcomes
• Partner with customers in evaluating how they manage their QbDVision investment and identify areas of improvement
• Promote awareness of the latest innovations QbDVision is releasing in the platform
• Regularly share best practices both internally and with customers
• Collaborate with cross-functional account team to drive account growth

Requirements

What You Need To Succeed

• 3+ years working in life sciences, software or consulting
• Strong analytical and problem solving skills
• Experience working with global pharmaceutical companies
• Customer-facing consulting experience
• Managed relationships with executive stakeholders
• Ability to travel up to 20%

Benefits

• Our people-first focus: Every company decision is made with you in mind. From our unlimited PTO to flexible work hours, we do our best to prioritize our people by empowering them to work (and live!) in the way that best suits their needs.
• Culture of teaching and learning: Growth is the bedrock of success, so we strive for it at every opportunity.
• Competitive compensation package: Keeping great talent means knowing someone’s value, and paying them for it. Our salaries, equity offerings, and bonuses reflect the A-players we hire.
• Health Insurance, Disability, Insurance, and Mental Health Services: You can’t bring your best self to work if you’re not feeling well. Our wellness offerings will help you get back in the saddle in no time!
• Hybrid Office Model: As a virtual company with teammates located around the world, you will have the option to work from home and/or to go into an office (if you are in one of our brick and mortar cities – Austin, Boston, and Dublin).
• Stipends: We offer our full-timers various stipends to promote professional growth and allow for success in one’s role. Making you better makes us better!

Service Manager - Frimley, Surrey.

Due to the continued growth at ACL (Alarm Communication Limited), we have a requirement for an additional Service Manager to join our established team at our main offices in Frimley Surrey.

You will work within one of our Key Account Divisions, which look after a selection of Key Accounts made up of several prestigious large-scale commercial properties, ranging across the Commercial, Education, Healthcare, Hospitality and Stadia sectors.

This position is a people management role, with the office based service delivery administration team within your division reporting to you.

Basic Salary – £40,000 - £6,000 - DOE

Overtime, Travel Time & Call-out

Pension, Life Assurance & much more. – Please see our generous remuneration packages below

What this role will look like

• Working directly alongside the Contract Managers (Technical Account Manager) within your Division and acting as a vital, personable, and responsive point of contact for our clients and their estates/security teams onsite.
• Responsible for all planned maintenance works, reactive callouts, and monitoring critical Remedial repairs.
• Preparing service reports before meeting key accounts and completing any client-specific requests, including tailoring our reporting to suit their needs.
• Regularly meeting clients alongside the relevant Contract Manager to deliver Service-related information and reports whilst building and nurturing strong client relationships.
• Pricing all new Service Contracts, monitoring annual financial performance for each contract, and pricing all renewals.
• Auditing Maintenance Contract Asset Data and escalating any concerns to the Contract Manager.
• Regularly reviewing Maintenance activities, Callouts, Asset Failures, and system compliance and ensuring that we meet or exceed all clients’ SLAs.
• Ensure that all planned maintenance works are raised on time and work with the Service Coordinators and the Contract Manager to allocate labour resources efficiently.
• Monitoring the financial performance of the Service Team and ensuring that all works are approved for invoiced on time each month.
• Build relationships of trust through open and honest communication with clients, suppliers, and colleagues.
• Oversight for all ARC Connections within the division. Completing all initial setups, renewals and monitoring and reporting on all police and fire brigade attendances.

Requirements

Who We're Looking For:

• Proven customer support experience
• Strong phone manner, conflict-handling skills, and exceptional active listening
• Strong problem-solving skills and ability to work well under pressure.
• Excellent communication skills, both verbal and written.
• Solid technical knowledge and understanding of various systems.
• Ability to work independently as well as part of a team.
• Attention to detail and ability to complete work accurately and efficiently.
• Professional and customer-oriented approach.

Benefits

• Basic Salary – £ subject to experience
• Overtime, Travel Time & Call-out
• Aviva Pension
• Life Assurance 4x Salary
• 22 Days Paid Holidays plus Bank Holidays
• Paid Candidate Referral Scheme – up to £1 00 per referral, unlimited referrals.
• Mental Health & Well-being Scheme
• Employee Recognition Scheme
• Free, secure, onsite parking
• Development and progression opportunities

A Little More About Alarm Communications

Alarm Communications Limited (ACL), a specialist division of Marlowe Fire & Security Group, installs and maintain intelligent building systems that allow our clients to keep the people that rely on them safe from harm and secure their businesses' future. Working across our three core service; Fire & Life Safety systems, Securitysystems,and Building Energy Management systems.

Marlowe Fire & Security Group is the UK’s fastest growing and most innovative consortium of fire life safety and security service providers providing protection to our customer's property and people. Consisting of established and complimentary brands: ACL, BBC Fire & Security, FAFS Fire & Security, Hadrian Technology, Island Fire Protection, Marlowe Fire & Security, Marlowe Kitchen Fire Suppression, Morgan Fire Protection.

Our Business Includes:

• Alarm Communications - acl.uk.com
• Clymac - clymac.co.uk/
• FAFS Fire & Security - fafsfireandsecurity.com
• Marlowe Kitchen Fire Suppression - marlowefireandsecurity.com
• Morgan Fire Protection - morganfire.co.uk
• Marlowe Smoke Control - marlowe-aov.co.uk
• Marlowe Fire & Security - marlowefireandsecurity.com

Equal Opportunities

We strive to create a diverse, inclusive environment to encourage all our employees to be themselves. We celebrate what makes us unique and believe that adopting a culture of inclusion helps us to best serve our customers. We are committed to supporting equal opportunities, please inform us if you require any reasonable adjustments to enable you to participate in the recruitment process.

Right to Work

Regrettably, we are unable to offer Right to Work Sponsorship.

If you do not currently have the Right to Work in the UK or will need additional support to extend your current Right to Work status, your application cannot be considered.

**About the Role:**
**Grade Level (for internal use):**
09
**Role title: Customer Success Manager EMEA,** **Global Intelligence & Analytics**
**The Impact:**
Customer Success Managers serve as subject matter experts for our powerful, complex solutions, as well as their relevant applications in the marketplace. We support specific personas within various industry segments such as corporates, transportation/logistics firms, financial institutions, governments, military and law enforcement agencies, academia and others. You will partner with the commercial sales organization to help support new and existing business by showcasing our solutions within the context of defined business objectives and support the delivery and training of these solutions to end users to help optimize the impact of the investment.
**What's in it for you:**
You may be a great fit for our next Customer Success Manager if the following career benefits appeal to you:
+ **Client-facing impact:** You enjoy working directly with decision makers and end users to help them to interpret and apply the intelligence gained from our powerful solutions to make more informed business decisions.
+ **Empowerment:** You like thinking critically about the unique needs at hand and working independently and collaboratively to come up with creative approaches to solve a given pain point or obstacle.
+ **Commercial success:** You take personal satisfaction in the success of supporting business wins without the pressure of a direct quota/commission structure.
+ **Entrepreneurial, innovative culture:** You like the challenge of working in an environment that is ever evolving: enhancing our solutions, refining our processes, adapting our strategy.
+ **Career growth:** Our most successful Customer Success Managers master the areas of data analysis, public speaking and presentation development, interpersonal skills including objection handling, probing questions and being able to simplify complex concepts. We learn from each other on the job and progress into the role over time through immersion in our company culture and business activities. Many of our alumni have progressed their careers into areas such as product management, sales, project management, consulting and others.
**Responsibilities:**
Our next successful Customer Success Manager will take personal ownership of responsibilities like these:
+ **Understanding Client Needs:** Develop a comprehensive understanding of prospects' and customers' workflows and needs to maximize the benefits of S&P Global solutions.
+ **Demonstrations and Training:** Provide tailored demonstrations and training sessions to showcase GIA solutions' value proposition, driving business development, customer usage and product awareness to optimize customers' workflow.
+ **Advanced Support:** Manage escalated customer inquiries and act as point of contact for complex issues that require in-depth knowledge of our products and services. Ensure timely resolution of customer issues while maintaining high satisfaction levels.
+ **Data and Dataset Expert:** We're looking for a person that will gain comprehensive knowledge of our data offerings, including sources, methodologies, and applications. Serve as a go-to resource for team members and clients regarding data-related inquiries and best practices.
+ **Creation of Customized Dashboards:** Collaborate with clients to understand their specific needs and objectives for dashboard functionalities. Utilize tools and software to design and develop interactive, user-friendly dashboards that provide actionable insights. Ensure that dashboards are tailored to meet regional requirements and preferences for our clients.
+ **Data Feed Support:** Assist clients in setting up data feeds and troubleshooting related issues, ensuring seamless integration with their systems.
+ **Cross-Functional Collaboration:** Collaborate with cross-functional teams to manage client and prospect requests, channel feedback, and improve products and processes to better meet customer requirements. Proactively work with the Sales team to help develop client engagement initiatives and increase client retention rate.
**What We're Looking For:**
+ **Required Languages:** Native/fluency in verbal and written French and English is a must. Additional language skills such as Spanish is a plus.
+ **Academic background:** Bachelor's degree or higher achievement in business administration, economics, international trade or finance from an accredited university or comparable curriculum/work experience.
+ **Preferred Professional Experience:** Although not required, prior professional experiences in similar positions are highly preferred.
+ **Communication:** Strong communication and presentation skills, both verbal and written, with the ability to document and discuss potentially complex technical concepts to a diverse audience both online and in person.
+ **Troubleshooting skills:** Strong troubleshooting/problem-solving skills. The candidate will be highly numerate, meticulous and have strong business analysis skills.
+ **Interpersonal skills:** Excellent interpersonal skills and phone presence; must be able to deal with others in a professional manner and work under varying degrees of pressure and time constraints.
+ **Self-starter:** Ability to work independently while still interacting within an integrated team structure. Personal initiative and ability to prioritize and multi-task efficiently and effectively.
+ **Self-learner:** Ability to quickly learn new products/interfaces/processes by both engaging your manager and peers and by indulging in self-learning activities.
+ **Results oriented:** You can deliver specific business outcomes within a defined deadline to specifications.
+ **Required Occasional Business Travel:** Some opportunities may require occasional domestic and/or regional international business travel.
**About S&P Global Market Intelligence**
At S&P Global Market Intelligence, a division of S&P Global we understand the importance of accurate, deep and insightful information. Our team of experts delivers unrivaled insights and leading data and technology solutions, partnering with customers to expand their perspective, operate with confidence, and make decisions with conviction.
For more information, visit .
**What's In It For** **You?**
**Our Purpose:**
Progress is not a self-starter. It requires a catalyst to be set in motion. Information, imagination, people, technology-the right combination can unlock possibility and change the world.
Our world is in transition and getting more complex by the day. We push past expected observations and seek out new levels of understanding so that we can help companies, governments and individuals make an impact on tomorrow. At S&P Global we transform data into Essential Intelligence®, pinpointing risks and opening possibilities. We Accelerate Progress.
**Our People:**
We're more than 35,000 strong worldwide-so we're able to understand nuances while having a broad perspective. Our team is driven by curiosity and a shared belief that Essential Intelligence can help build a more prosperous future for us all.
From finding new ways to measure sustainability to analyzing energy transition across the supply chain to building workflow solutions that make it easy to tap into insight and apply it. We are changing the way people see things and empowering them to make an impact on the world we live in. We're committed to a more equitable future and to helping our customers find new, sustainable ways of doing business. We're constantly seeking new solutions that have progress in mind. Join us and help create the critical insights that truly make a difference.
**Our Values:**
**Integrity, Discovery, Partnership**
At S&P Global, we focus on Powering Global Markets. Throughout our history, the world's leading organizations have relied on us for the Essential Intelligence they need to make confident decisions about the road ahead. We start with a foundation of **integrity** in all we do, bring a spirit of **discovery** to our work, and collaborate in close **partnership** with each other and our customers to achieve shared goals.
**Benefits:**
We take care of you, so you can take care of business. We care about our people. That's why we provide everything you-and your career-need to thrive at S&P Global.
Our benefits include:
+ Health & Wellness: Health care coverage designed for the mind and body.
+ Flexible Downtime: Generous time off helps keep you energized for your time on.
+ Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills.
+ Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs.
+ Family Friendly Perks: It's not just about you. S&P Global has perks for your partners and little ones, too, with some best-in class benefits for families.
+ Beyond the Basics: From retail discounts to referral incentive awards-small perks can make a big difference.
For more information on benefits by country visit: Hiring and Opportunity at S&P Global:**
At S&P Global, we are committed to fostering a connected and engaged workplace where all individuals have access to opportunities based on their skills, experience, and contributions. Our hiring practices emphasize fairness, transparency, and merit, ensuring that we attract and retain top talent. By valuing different perspectives and promoting a culture of respect and collaboration, we drive innovation and power global markets.
**Recruitment Fraud Alert:**
If you receive an email from a spglobalind.com domain or any other regionally based domains, it is a scam and should be reported to . S&P Global never requires any candidate to pay money for job applications, interviews, offer letters, "pre-employment training" or for equipment/delivery of equipment. Stay informed and protect yourself from recruitment fraud by reviewing our guidelines, fraudulent domains, and how to report suspicious activity here ( .
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**Equal Opportunity Employer**
S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law. Only electronic job submissions will be considered for employment.
If you need an accommodation during the application process due to a disability, please send an email to:   and your request will be forwarded to the appropriate person. 
**US Candidates Only:** The EEO is the Law Poster   describes discrimination protections under federal law. Pay Transparency Nondiscrimination Provision - - Professional (EEO-2 Job Categories-United States of America), SLSGRP202.1 - Middle Professional Tier I (EEO Job Group)
**Job ID:**
**Posted On:**
**Location:** London, United Kingdom

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
As a key member of the Customer Success team, you will be a trusted advisor and single point of contact for your portfolio of customers, guiding them on their post-sale journey to maximize the value of their ServiceNow investment. You will build strategic, long-term relationships with customers, drive adoption, and ensure business outcomes are achieved through personalized guidance, data-driven insights, and continuous collaboration with internal teams.
This role combines strategic thinking, customer relationship management, and operational excellence to ensure customers receive the most value from their ServiceNow products. You will be instrumental in helping customers scale their usage and drive innovation across their business while ensuring a seamless experience through the full lifecycle of their ServiceNow partnership.
**What You Get to Do in This Role:**
**· Drive Business Outcomes:** Own a portfolio of customers, guiding them through the entire post-sale experience. Ensure they achieve business objectives and maximize the value of their ServiceNow investment.
**· Strategic Guidance:** Build trusted advisor relationships with key stakeholders at multiple levels within the customer organization. Align ServiceNow's solutions with their business goals, and provide recommendations that drive both short-term and long-term success.
**· Customer Success & Adoption:** Drive adoption and product utilization across your accounts, ensuring customers gain maximum value from their ServiceNow products. Focus on expanding use cases and ensuring customer satisfaction and retention.
**· Create Tailored Success Plans:** Develop personalized success plans for each customer, with clear milestones and outcomes. Conduct regular quarterly reviews to track progress, provide insights, and adjust strategies as needed.
**· Lead Issue Resolution:** Proactively monitor customer health, addressing potential risks and escalated issues in a timely and collaborative manner. Work with cross-functional teams to ensure swift resolution.
**· Drive Innovation and Advocacy:** Be a champion for ServiceNow, sharing customer success stories and helping create new use cases that showcase the impact of the platform. Promote continuous improvement by feeding customer insights into ServiceNow's broader initiatives.
**· Cross-Functional Collaboration:** Partner closely with Sales, Account Management, and other internal stakeholders to align on strategy and ensure a cohesive experience for customers. Work collaboratively across teams to drive seamless execution and successful outcomes.
**To be successful in this role you have:**
+ Experience in leveraging or critically thinking about how to **integrate AI into work processes** , decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
+ **Experience in SaaS or IT Industry:** Strong knowledge of ServiceNow or similar SaaS platforms.
+ We're seeking candidates with sector experience across **Enterprise industries**
+ **8+ years of experience** working in a technology-driven, consultative environment where you've helped customers deploy and derive value from digital solutions.
+ **Proven Customer Success Track Record:** A history of driving successful business outcomes for customers, ensuring high levels of satisfaction, adoption, and renewal.
+ **Relationship Building:** Strong interpersonal skills with a proven ability to build and maintain relationships with senior customer stakeholders, including C-level executives.
+ **Analytical & Problem-Solving Skills:** Strong quantitative analysis abilities, with a knack for assessing customer needs and identifying opportunities for improvement or expansion. Comfortable using data to drive decision-making .
+ **Entrepreneurial Mindset:** A creative, high-energy, self-starter who thrives in fast-paced,ambiguous and dynamic environments. Ability to manage multiple initiatives independently and drive initiatives to completion.
+ **Collaborative and Cross-Functional:** A team player with the ability to work across various internal functions (Sales, Product, Support) to ensure alignment and success for the customer.
+ **Excellent Communication:** Exceptional written and verbal communication skills. Comfortable presenting to senior stakeholders, both internally and externally, and able to tailor communication for different audiences.
+ Right to work in the country
**Work Personas**
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here ( .
**Equal Opportunity Employer**
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
**Accommodations**
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact for assistance.
**Export Control Regulations**
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
From Fortune. ©2024 Fortune Media IP Limited. All rights reserved. Used under license.

**We are SAP**
SAP innovations help more than 400,000 customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with 200 million users and more than 100,000 employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, we build breakthroughs together.
_The official recruitment begins August 2025. By applying to this position, you have the option to get in contact with us early in the application cycle for our SAP Academy for Costumer Success Program starting March 2026. We will host info sessions about the Program in the months ahead._
**The SAP Academy for Customer Success is a global development program designed for talent who are early in their career.**
**What we offer**
We help the world run better.
Our company culture is focused on helping our employees enable innovation by building breakthroughs together. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from. Apply Now!
**The SAP Academy for Customer Success is a global development program designed for talent who are early in their career**
**Who You'll Become**
The Customer Success Manager (CSM) works directly with customers to guide them through their business journey with our solutions. The CSM works to increase customer satisfaction, retention, renewals, references, and upsells for Cloud products within their assigned solution portfolio. The CSM oversees key customer milestones throughout the customer lifecycle, from deal signature through system provisioning, monitoring implementation progress, and business case achievement. The CSM is expected to serve as the strategic point of contact for the customer within the assigned solution portfolio and to leverage appropriate resources across SAP functions to maintain overall customer health.
**What You'll Do**
As a CSM within the SAP Academy for Customer Success, you will be responsible to:
+ Successfully complete a 10-month learn-apply program, which includes classroom phases and field phases with your CSM team, that enhances your support in the CSM role, a critical customer-facing function within our dynamic Customer Success board area.
+ Immerse yourself in multi-dimensional, experiential learning with a focus on digital transformation, global intelligence, human skills, business and technology acumen, solution/industry knowledge, and strategy/tools/process.
+ Enhance skills around your solution portfolio, managing customer retention, and driving value realization.
+ Receive onboarding in your local market with on-the-job training and mentoring by a senior CSM professional in the field. You will have the opportunity to work both behind the scenes and directly with customers.
The program will enrich your knowledge of SAP and the Customer Success board area and give you the professional experience to be ready to serve our customers. We offer full-time employment from day one with practical learning application for your role. Upon successful completion of the program, you will move into a direct customer-facing CSM role in your market and continue to receive mentoring and coaching support to accelerate your growth.
CSM focus areas:
**SAP Finance** **& Spend Management** **(** **F&S) -** Knowledge in key areas such as accounting, procurement, and supplier management, focused on boosting visibility, cutting costs, and improving efficiency.
+ S/4HANA Finance
+ oCFO
**SAP SuccessFactors (H** **uman Capital Management - H** **CM)** - Knowledge in core HR and payroll, talent management, employee experience management, HR analytics, workforce planning, and sales performance management.
**What You Bring**
+ 2-3 years of experience supporting customers and driving business transformation, ideally in consulting or account management.
+ Proven ability to deliver strategic guidance and solutions that drive customer success and long-term value, coupled with experience in resolving issues and managing escalations to ensure satisfaction and business continuity.
+ A cooperative and productive approach to working relationships, internally and externally.
+ A strong ability to quickly learn new concepts, adapt to changing environments, and apply knowledge to deliver results.
+ An understanding of AI fundamentals, uses, and ethics, to identify business problems solvable with AI.
+ A resilient mindset, embracing challenges with optimism and consistently striving for growth and success.
+ Strong Business Acumen, including demonstrated knowledge of business processes and/or industries.
+ Proficiency in English to engage with our global network
**About SAP Academy for Customer Success**
The SAP Academy for Customer Success offers a three-year journey that drives accountability and enhances productivity. It enables graduates to make a quick impact in customer-facing roles while fostering career longevity and leadership potential.
Join us for a unique opportunity to build a global network, collaborate with customers to solve real business challenges, and gain hands-on experience with world-class cloud solutions - all while learning in a dynamic environment and earning competitive pay and benefits
**#SAPAcademyforCustomerSuccess**
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Job Title:     Service Desk Analyst    

Location:     Cardiff, Wales

Salary:     £23,000.00 - £26,000

Contract type:     Permanent

#LI-Hybrid

About the role

This position sits on the ARO Services Service Desk Team of the Cloud, Cyber, and IT (CCIT) Business Unit, reporting to the Front Line Services Manager.

The ARO Services function oversees both Professional and Managed Services across all technical domains. We’re looking for a proactive and experienced Service Desk Analyst to join our team and provide exceptional customer support. In this role, you’ll manage our monitoring software, troubleshoot issues, log calls, and resolve support queries quickly and efficiently.

You'll handle inbound calls, emails, and service requests, providing first-line support and escalating unresolved issues to the relevant teams. The ideal candidate will be an enthusiastic communicator with a strong customer service focus, quick-thinking, and detail-oriented. Experience with troubleshooting or technical support is a plus, but most importantly, we’re looking for someone eager to learn and make an impact.

You’ll be part of a supportive team, and have opportunities to grow within the company. If you’re ready to take on an exciting role where your contributions truly matter, we’d love to hear from you!

Please note that this is a Hybrid role with onsite requirement 3 days a week. You must be able to commute to the office in Cardiff. This role also requires occasional out of hours cover, which is paid at x1.5. 

Requirements

What you’ll do

Objectives

To drive excellent customer experience through effective ownership, and management of customer reported incidents and requests. Ensure contractual SLAs are met on a day-to-day basis.

Responsibilities

·    Responsible for assisting the customer with their questions about supported software and platforms, ensuring adherence to company processes, policies and customer SLAs/OLAs.

·    Day to day management of our proactive monitoring software; includes logging all related service desk tickets and dealing with them as per the service guidelines.

·    Desktop and hardware repairs internally and for customers Log information on tickets and calls received and maintain detailed and accurate records.

·    Communicate effectively (verbally and in writing) with company stakeholders (e.g. customer, third party, internal customers).

·    Establish and maintain effective working relationships with co-workers, supervisors and customers. Pursue personal development of skills and knowledge necessary for the effective performance of the role. Responsible for supporting the company’s proactive services operations and other service desk operations as required.

·    Travel to and from customer sites (nationally) where required to meet business needs.

·    Working at customer sites (nationally) where required to meet business needs.

Benefits

Who are we?

ARO has 25 years’ experience in Collaboration, Connectivity, Cloud and Infrastructure and Cyber Security services both in the UK and Internationally and has a nationwide presence with offices across the UK.

As one of the UK’s leading independent IT and communication experts our mission is to deliver a seamless technology experience to all end users. To make that vision a reality, we need bright, tenacious and inspiring talent to help drive our performance, growth and achieve this mission.

To make us successful we focus on strong communication, a culture based on fun, trust and collaboration. We have created a modern workplace environment, which is full of engaged, energetic, positive and curious people whose productivity, resilience and wellbeing allow them to thrive.

In 2021 we were awarded the People Insight’s Outstanding Workplace Award, which celebrates organisations building positive workplace cultures and acting on employee feedback to spark positive change.

Why Work for ARO?

At ARO we are committed to creating an excellent employee experience. Our employees, culture and additional benefits all make ARO a great place to work. Come join us!

We offer a wide range of benefits and incentives to our employees including:

• Company Pension Scheme and matching contributions
• Company Perks portal
• Private Medical insurance
• Life assurance
• 25 days holiday plus bank holidays plus holiday trading
• Your Birthday off, on us!
• Health Club and Wellbeing Scheme
• Aro Shares after 12 months employment
• Employee Assistance Programme
• Technical Training Academy and E-learning
• Hybrid working

If even 80% of this matches your experience and attributes, we would be delighted to hear from you.

Bionic is a tech-enabled business switching service. We empower small business owners with a radically better way for them to sort their business essentials through smart technology.

We've evolved into a digital business, investing heavily in talent and a new tech platform, alongside developing unique 'hybrid' web and voice customer journeys, in addition to expanding our range of products. By combining smart technology with world class human service, we help match small business customers with the right energy, insurance, connectivity and finance providers and products - with speed, convenience, clarity and trust.

To support our continued growth and exciting plans, we’re looking for a Service Desk Analyst to join our Tech Operations Team in London and work in a fast-paced environment where innovative ideas and projects come to life.

The Role

In the role of Service Desk Analyst, you'll be part of the Tech Ops Team, supporting the London Office of 200 people and providing remote support to offices of another 400 users. This position is primarily located at our London office, with occasional travel - approximately once a month - to other sites (expenses covered). These visits ensure staffing levels remain sufficient to uphold consistent operational support.

You need to have an aptitude for technology, be a great problem solver and have a passion to learn and grow. A can-do attitude will get you far, but a will-do attitude will get you even further and we’ll support you on that journey.

Day to Day Responsibilities:

As the Service Desk Analyst your key responsibilities will be:

·    First line support to the business and proactive maintenance

·    Ensuring all incidents & requests are logged correctly & resolved to SLA

·    Resolution of incidents where possible and achieving a high first line fix rate

·    Escalate incidents appropriately and in a timely manner

·    Perform root cause analysis on problem tickets

·    All user administration to accounts on request

·    Hardware support to include desktops, laptops, MFDs and all peripherals

·    Assisting with project work

About You:

·    Prior experience in a Service Desk Support role 

·    Experience of supporting Windows 11 and O365 suite

·    Experience of supporting Mac OS devices

·    Desktop and laptop hardware installation and troubleshooting

·    Experience in supporting Salesforce is desirable

·    Have used machine imaging technologies

·    Worked in a cyber security aware environment

·    Strong communication skills

·    Driven team player

·    Previous experience working within a fast-paced environment is advantageous

The interview process

·    Initial conversation with our Talent Acquisition Team

·    1st stage interview with the Hiring Manager & Senior Service Desk Analyst

·    2nd stage interview face to face with our Head of Tech Ops

About Bionic Group

Bionic has 600 people working across three office locations and four businesses; Bionic - London, Bionic Outbound – Luton, Think Business Loans – Chelmsford, and Smart – Field based agents.

We have a high energy work environment wherever the location; you can feel the passion the moment you walk through our door! Our work environments are packed with amazing people and energy, hubs of collaboration, creativity and fun! We’re one team, we get stuck in, we roll our sleeves up and we care about helping each other out wherever we can. We set the highest standards and show up every day to be the best version of ourselves.

Working at Bionic means provides you many opportunities to advance your career, with incredible progression, recognition, and reward.

Benefits

We know that our employees are what sets us aside from our competitors, our benefits are just part of the way we say thanks.

Enhance your health & wellbeing