Reporting to: Head of Client Experience
Location: Horsham HQ (Free On-site Parking & Easy Rail Access)
The Mission: Bridge the gap between Technical Excellence and Business Value
Are you a relationship builder with a passion for IT service excellence? Do you enjoy turning complex technical data into a compelling story of success?
At Global 4, we don't just "fix things"—we build long-term partnerships. As our Client Experience Manager, you will be the primary advocate and service owner for our key IT-managed service clients. You are the bridge between our high-performing operational teams (Service Desk, Infrastructure, Projects) and the client stakeholders who rely on us to keep their businesses moving.
The Mission: Monitor, Improve, Retain
Your role is to ensure our clients don't just receive a service, but an exceptional experience. You’ll monitor service health, drive continuous improvement, and act as a trusted advisor to ensure our IT services align perfectly with our clients' business goals.
Your Key Impact Areas:
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Service Ownership: Act as the "face of service," building trusted relationships across both technical and business stakeholders.
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Governance & Health: Monitor incident volumes and SLA compliance, translating ticket trends and analytics into meaningful business insights.
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Continual Service Improvement (CSI): Lead the charge on Service Improvement Plans (SIPs), working cross-functionally to ensure we are always evolving and adding value.
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Escalation Mastery: Act as the calm voice of authority during major incidents, ensuring transparent updates and thorough post-incident reviews.
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Client Advocacy: Be the "voice of the client" within Global 4, ensuring our internal delivery teams are perfectly aligned with client expectations.
The Profile: Is This You?
We’re looking for a strategist who understands the "human" side of IT Service Management.
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ITIL Mindset: You have a strong grasp of IT service management practices and know how to apply them in a fast-paced environment.
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Data-Savvy: You can interpret operational data and present it with confidence to varied audiences—from IT Managers to CEOs.
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The MSP Factor: Experience in a Managed Service Provider environment is a huge plus, especially if you’ve used tools like Auto Task, ServiceNow, or Halo.
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Problem Solver: You don’t just spot risks; you proactively resolve them before they impact client satisfaction.
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Communicator: You are excellent at building rapport and navigating complex service discussions with diplomacy and clarity.
The Global 4 Experience
Join a family-run UK leader where your contribution is visible and your career growth is a priority. We offer a culture that is high-energy, collaborative, and rewarding.
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The Tech Perk: 50% off Broadband & Utilities (100% free after two years!).
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The Refresh: 33 days holiday (inc. Bank Holidays), a Buy & Sell scheme, plus extra "loyalty" days.
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The Vibe: Fresh fruit, bottomless coffee, and the legendary "Friday Fridge."
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The Recognition: "Kudos" employee awards, company lunches, and exciting team incentives.
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The Heart: Paid charity leave, a £250 "Bright Ideas" scheme, and a commitment to being a Living Wage Foundation Employer.
Ready to Drive Excellence?
If you’re ready to take ownership of a high-tier client experience and drive long-term service partnerships, we want to hear from you.
Apply today and help us redefine what exceptional IT service looks like
Salary description
£40000.00 - £45000.00 per year