Client Service Excellence Manager

Quick Facts

• Role: Client Service Excellence Manager (CSEM)

• Focus: Own and improve quality of technical delivery across key client accounts

Description

As Client Service Excellence Manager, you will own the quality of technical delivery and be a trusted voice for client IT leaders. You will measure delivery performance, manage KPIs and SLAs, identify risks early, and bring insight to senior business reviews. You will also anticipate upcoming needs by assessing challenges, supporting resourcing and bid activity, and raising consultant standards through knowledge transfer and continuity.

Responsibilities

• Own delivery quality across key accounts

• Manage KPIs, SLAs, and service performance using measurable data

• Identify delivery, performance, and commercial risks early and ensure appropriate actions

• Build trusted relationships with client IT leaders and understand roadmaps and delivery pressures

• Engage confidently in projects and transformation programmes by flagging risks and dependencies

• Bring delivery and performance insight to client business reviews

• Identify client project challenges and capability needs; help plan to meet them

• Support new resourcing requirements, tenders, and RFPs

• Capture on-the-ground insight from deployed consultants and keep standards high

• Assess prospective consultants for technical and cultural fit; identify skills gaps

• Manage knowledge transfer and continuity when consultants move on from engagements

Requirements

• Hands-on experience in IT project management or technical delivery; able to discuss scope, risk, dependencies, and timelines as an equal with client managers

• Strong background in IT services and technology delivery/service delivery or project/programme environments

• Working understanding of modern technology and transformation (cloud, infrastructure, data, applications, integrations, SaaS)

• Track record managing KPIs, SLAs, and continuous improvement

• Experience resolving delivery risks and performance issues

• Credibility to build trust with senior IT stakeholders and confidence to challenge constructively

• Experience leading or working closely with technical teams and consultants

• Commercial awareness to anticipate what’s coming next and where to add value

Benefits

• Attractive salary, pension, healthcare, and training

• Equal Employment Opportunity employer committed to diversity