Client Service Excellence Manager

A snapshot of your key responsibilities as Client Service Excellence Manager (CSEM) would be:

Delivery & Performance

• Accountable for the ongoing performance of the teams, identifying and resolving delivery issues proactively.
• Leads continuous improvement and efficiency initiatives that deliver measurable benefit to the client.
• Identifies delivery risk at an early stage and recommends appropriate remediation.
• Manages client-specific defined KPIs for delivery, performance and improvement.
• Maintains personal performance against agreed company KPIs.

Screening & Team Capability

• Works jointly with the KAM to assess prospective consultants for technical and cultural fit prior to deployment.
• Maintains a Skills Matrix across the deployed team, identifying skill gaps, single points of failure and cross-training requirements.

Reporting & Continuous Improvement

• Owns KPI reporting and performance analysis for technical service delivery across the account(s).
• Contributes technical delivery content to client business reviews.
• Operates a structured mechanism for capturing input from deployed consultants, incorporating relevant findings into service improvement activity.

Risk Management

• Identifies commercial risk and escalates it to the KAM.
• Identifies consultant performance risk and escalates it to the REM where the matter becomes a people or HR issue.

Supporting Growth

• Drafts the initial brief for new resourcing requirements in conjunction with the KAM and sourcing team.
• Supports tender and RFP responses with on-the-ground delivery insight.

Knowledge Transfer

• Owns the knowledge transfer process at the conclusion of each engagement, ensuring continuity of service and minimising knowledge loss when a consultant exits the account.

Requirements

• Experience in IT services and Project Delivery, with direct accountability for team performance outcomes.
• Sound working knowledge of modern technology environments and how digital transformation programmes are delivered in practice, including Agile, Waterfall and hybrid approaches.
• Background in IT Project Management an advantage.
• Ability to interpret performance data and translate it into clear, actionable reporting.
• A continuous improvement mindset, with a track record of identifying and implementing service enhancements.
• Sound judgement in assessing technical skill and cultural fit.
• Ability to hold consultants, and self, to a clear performance standard.
• Sufficient commercial awareness to operate effectively within a structured sign-off process.