Customer Success Manager
Location – Belfast (Hybrid)
BUSINESS UNIT – Capita AiTO
Competitive salary and bonus
Help customers realise greater value from technology services
You will have experience in customer success, service delivery, account management, client relationship management, managed services or technology services.
About the role: We’re looking for two commercially minded customer leaders who can own strategic client relationships, influence delivery across Capita, grow the account and quickly understand the technology environment so our customers achieve maximum value from Capita AiTO services. You’ll act as a trusted advisor, working with customers and internal teams to improve service performance, enable continuous improvement, manage risk and support long‑term customer success.
Must be based in Northern Ireland, able to travel to our Belfast Office (hybrid).
Full, valid UK driving licence required, with the flexibility to travel to customer and Capita sites as needed.
- Managing customer relationships across the full-service lifecycle.
- Leading service reviews, governance meetings and customer forums.
- Monitoring KPIs, SLAs, customer satisfaction and service performance.
- Driving Continuous Service Improvement (CSI), optimisation and automation.
- Supporting onboarding, service transitions and transformation programmes.
- Managing risks, issues, escalations and compliance requirements.
- Owning operational, commercial, finance and technical teams.
- Monitoring cost‑to‑deliver performance, identifying opportunities for efficiency and ensuring services are delivered in line with financial, commercial and customer objective.
- Supporting customer retention, contract renewals and growth opportunities.
What we’re looking for
- Strong stakeholder management, communication and influencing skills.
- Experience managing customer relationships in a complex technology environment.
- Experience working with KPIs, SLAs, governance and service reporting.
- Knowledge of ITIL, ITSM, cloud, infrastructure or digital services.
- A track record of driving continuous improvement and customer outcomes.
- Commercial awareness with experience of risk and escalation management.
Why Capita AiTO?
Join a team delivering Applications, Infrastructure, Technology and Operations services. You will help customers improve performance, realise value from technology investments and achieve their business goals.
Living Our Values
Customer First, Always – Build trusted customer relationships, ensuring services deliver value, positive outcomes and an exceptional customer experience.
Achieve Together – Work collaboratively across customer, operational, commercial and technical teams to deliver successful outcomes and long‑term partnerships.
Fearless Innovation – Drive continuous service improvement, challenge existing ways of working and identify opportunities to enhance services through innovation and automation.
Everyone is Valued – Create an inclusive environment where diverse perspectives are welcomed, respected and supported to achieve shared success.
What’s in it for you?
- Hybrid – Belfast, Hillview House
- Competitive salary and bonus
- 23 days’ holiday, rising to 27 (pro rata) – plus the option to buy more after qualifying period
- Paid volunteering day with a charity of your choice
- Generous family leave policies – including 15 weeks’ fully paid maternity, adoption, and shared parental leave
- Cycle2Work scheme, pension, life assurance, and more
- Customer first, always
- Fearless innovation
- Achieve together
- Everyone is valued
We are committed to building a workforce that reflects the diversity of the communities we serve. As part of our strategic goals, we are focused on accelerating gender and ethnic representation in leadership roles. We warmly encourage applications from women and individuals from Black, Asian, and other ethnic minority backgrounds.
We’re an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We’re committed to providing an inclusive, barrier‑free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format, such as large print or audio, or if you’d like to discuss other changes or support you might need going forward, please email reasonableadjustments@capita.com and we’ll get back to you. For more information about equal opportunities and process adjustments, please visit the Capita Careers website.
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