156 Client Services Director jobs in the United Kingdom

Job Description – Client Services Director / Account Manager Existing Business

Reports to: Regional VP

Role Type: Leadership – Account & Delivery Oversight

Role Purpose

The Client Services Director is accountable for the overall health, profitability, and growth of assigned client accounts. This includes ensuring consistent delivery quality, maintaining positive executive-level client relationships, driving account revenue expansion, and achieving internal financial and operational targets.

The role requires balancing, account planning, sales execution, governance, and delivery oversight, working closely with Strategy and Delivery teams to ensure OSF Digital executes to a high standard while meeting client expectations.

Core Responsibilities

Financial

• Own and manage account-level revenue, bookings and account margin
• Provide weekly forecast updates of the opportunities.
• Deliver accurate monthly forecasting (pipeline and bookings).
• Working with delivery to ensure account margin and revenue is aligned with goals
• Ensure corrective action plans are in place for underperforming accounts.

Client Relationship & Governance

• Act as executive escalation point for clients.
• Lead or represent OSF Digital at Quarterly Business Reviews and governance meetings with client stakeholders.
• Monitor and report on account health metrics (satisfaction and adoption).
• Foster and build a relationship with the client to drive and build new opportunities to expand the services of OSF digital.

Delivery Oversight

• Partner with Delivery Leaders to ensure project execution meets time, budget, and scope commitments.
• Review weekly RAG status and financial performance across engagements.
• Proactively identify risks and initiate mitigation actions.

Growth & Expansion

• Develop and execute account plans for each top-tier account.
• Identify and progress cross-sell / upsell opportunities
• Ensure pipeline coverage supports account growth targets.

Internal Collaboration & Leadership

• Coordinate with global OSF functions (Delivery, Strategy, Marketing) to bring the right capabilities into accounts.
• Provide leadership, coaching, and guidance to Client Services Managers / Account Leads.
• Share lessons learned and best practices across the wider Client Services community.

Key Skills and Experience:

• Strong communication, negotiation, and interpersonal skills
• Strategic thinking, problem-solving, and leadership abilities
• Experience in project delivery is highly valued as this role works in close collaboration with Clients and Delivery teams

Service Delivery Manager

£15m Field Service Business | 60 Engineers | Dynamic Team Culture

Join a thriving, people-focused organization as our Service Operations Manager — leading the internal help desk that powers a high-performing team of 60 field engineers.

You’ll oversee the planning, scheduling, and invoicing of field operations through a cutting-edge, cloud-based Field Service Management (FSM) system — ensuring our customers receive world-class service.

We’re an employer of choice, fostering collaboration, growth, and belonging.

You’ll use data insights and exception reporting to drive efficiency, motivate your team, and deliver results that matter.

What you’ll bring:

• Proven experience managing field service operations and teams.
• Strong leadership, people management, and communication skills.
• Confidence with Microsoft 365 and data-driven decision-making.
• Energy, positivity, and a passion for continuous improvement.

What we offer:

• Competitive salary + bonus
• Career development and leadership training
• Supportive, inclusive, and forward-thinking environment

Join us and help shape the future of service excellence.

Apply now and be part of a great place to belong.

Formal HR Job Description

Position Title: Service Delivery Manager

Department: Field Service Operations

Reports To: Operations Director

Direct Reports: Internal Help Desk & Planning Team

Location: Bury HQ

Salary Range: £55,000 Basic + Bens + Bonus

Purpose of Role

To manage and continuously improve the internal service operations team responsible for supporting, planning, scheduling, and invoicing all field engineer work. The role ensures operational excellence, data-led decision making, and an exceptional employee and customer experience.

Key Accountabilities

• Lead the daily operation of the internal help desk supporting 60 engineers.
• Manage planning, scheduling, and invoicing through the company’s cloud-based FSM system.
• Monitor team and individual performance using KPIs, dashboards, and reports.
• Ensure compliance with service SLAs, process standards, and data accuracy.
• Drive continuous improvement through analysis of trends and exception reporting.
• Develop and coach team members to achieve personal and business goals.
• Communicate effectively across departments to ensure seamless service delivery.
• Produce management reports highlighting performance, challenges, and opportunities.
• Foster a culture aligned with company values — collaboration, development, and belonging.

Key Competencies

• Leadership and team development
• Communication and stakeholder management
• Analytical thinking and data literacy
• Operational planning and prioritization
• Customer service excellence
• Adaptability and problem-solving

Education & Experience

• Minimum 5 years’ experience in a service operations or scheduling environment.
• Strong working knowledge of field service management or ERP systems.
• Advanced Microsoft 365 Office (Excel, Teams, Power BI preferred).
• Experience leading and developing teams in a fast-paced, customer-centric environment.

At Millstream, we are looking for a Service Delivery Executive to support the Head of Service Delivery with all aspects of technical and administrative duties to help ensure that the services provided by all of Millstream’s TPAs meet the required levels, are proactively developed to enhance the customer experience and relevant processes protect the underwriting performance of Millstream schemes.

Assist with building the most effective relationships at all levels with customers and suppliers.

Responsibilities:

• Respond to agent and client enquiries via telephone and in writing to agreed service standards.
• Handle queries from sales support, claims handlers, medical screeners and emergency assistance providers.
• Liaise with the Underwriters to ensure that non-standard and complex queries are managed and resolved to the satisfaction of our customers.
• Work with the guidance of the Underwriters and Head of Service Delivery to perform analysis on MI reports to ensure they accurately reflect the current position.
• Demonstrate in-depth knowledge of policy cover, recoveries, and subrogation processes, and provide guidance to internal and external stakeholders.
• Maximise subrogation and cost containment wherever possible
• Assist in resolving customer disputes, preparing papers and liaising with relevant parties including the Financial Ombudsman Service.
• Prepare and interpret performance analysis reports.
• Conduct audits of Third-Party Administrators (TPAs).
• Support the delivery and analysis of customer satisfaction surveys.
• Support the implementation and monitoring of Consumer Duty outcomes, ensuring fair value and good customer outcomes across all products and services.
• Provide specialist support for funeral-related insurance products, ensuring sensitivity, compliance, and customer care are prioritised.

Knowledge and Experience:

• Strong working knowledge of travel, personal accident, loss of licence and funeral insurance products.
• Experience working within a regulated environment, with a clear understanding of first line compliance responsibilities.
• Familiarity with FCA Consumer Duty principles and their practical application in service delivery.
• Highly articulate and confident when dealing with people at all levels – clients, brokers, customers, and regulators.
• Empathetic, flexible, and assertive customer management skills, especially in sensitive areas such as funeral services.
• Strong organisational skills with the ability to prioritise workload to tight deadlines while maintaining attention to detail.
• Strong numeric, IT, and analytical skills.
• Self-motivated and able to work effectively both independently and as part of a team.
• Proficient in Microsoft Office applications and comfortable with web-based technologies.

By submitting your CV you confirm that you are agreeing to the Privacy Policy of Nexus Underwriting and consenting to Nexus Underwriting processing and holding your personal details.

At Millstream, we are looking for a Service Delivery Executive to support the Head of Service Delivery with all aspects of technical and administrative duties to help ensure that the services provided by all of Millstream’s TPAs meet the required levels, are proactively developed to enhance the customer experience and relevant processes protect the underwriting performance of Millstream schemes.

Assist with building the most effective relationships at all levels with customers and suppliers.

Responsibilities:

• Respond to agent and client enquiries via telephone and in writing to agreed service standards.
• Handle queries from sales support, claims handlers, medical screeners and emergency assistance providers.
• Liaise with the Underwriters to ensure that non-standard and complex queries are managed and resolved to the satisfaction of our customers.
• Work with the guidance of the Underwriters and Head of Service Delivery to perform analysis on MI reports to ensure they accurately reflect the current position.
• Demonstrate in-depth knowledge of policy cover, recoveries, and subrogation processes, and provide guidance to internal and external stakeholders.
• Maximise subrogation and cost containment wherever possible
• Assist in resolving customer disputes, preparing papers and liaising with relevant parties including the Financial Ombudsman Service.
• Prepare and interpret performance analysis reports.
• Conduct audits of Third-Party Administrators (TPAs).
• Support the delivery and analysis of customer satisfaction surveys.
• Support the implementation and monitoring of Consumer Duty outcomes, ensuring fair value and good customer outcomes across all products and services.
• Provide specialist support for funeral-related insurance products, ensuring sensitivity, compliance, and customer care are prioritised.

Knowledge and Experience:

• Strong working knowledge of travel, personal accident, loss of licence and funeral insurance products.
• Experience working within a regulated environment, with a clear understanding of first line compliance responsibilities.
• Familiarity with FCA Consumer Duty principles and their practical application in service delivery.
• Highly articulate and confident when dealing with people at all levels – clients, brokers, customers, and regulators.
• Empathetic, flexible, and assertive customer management skills, especially in sensitive areas such as funeral services.
• Strong organisational skills with the ability to prioritise workload to tight deadlines while maintaining attention to detail.
• Strong numeric, IT, and analytical skills.
• Self-motivated and able to work effectively both independently and as part of a team.
• Proficient in Microsoft Office applications and comfortable with web-based technologies.

By submitting your CV you confirm that you are agreeing to the Privacy Policy of Nexus Underwriting and consenting to Nexus Underwriting processing and holding your personal details.

Driving Excellence in Technical Support!

Join us as a Service Desk Manager and ensure round-the-clock coverage across all support

channels. Manage our Service Desk team to deliver exceptional support, evaluate performance, and uphold SLA standards. Implement ITIL processes to foster best practices in technical support.

Your insights from customer feedback will be pivotal in enhancing our services and driving continuous improvement.

About us

We are a rapidly growing Omnichannel SaaS organisation on a mission to boost productivity, improve customer service, and increase efficiency across various industries. Based in Manchester, UK, our influence spans five continents, with offices in Barcelona, Miami,

Melbourne, and South Africa, and we're not done yet- we're still growing at incredible rates. We are soon likely to become Manchester’s tech Unicorn.

Responsibilities

• Deliver on promises and drive customer success through exceptional support.

• Prioritise effectively, identifying and resolving root causes of recurring issues.

• Demonstrate expertise in technical support, maintaining professionalism in all interactions.

• You will ensure quality delivery in every customer interaction.

Who is suitable for this role?

• Proven track record as a Service Desk Manager or similar role

• Proficiency in help desk and remote control software.

• Strong technical background with excellent communication skills for both technical and non-

technical audiences.

• Customer service orientation

• Exceptional written and verbal communication skills.

• Problem-solving skills

Additional Information:

This role may require working outside standard business hours, including nights and weekends, once every five weeks.

Job Title: Service Delivery Manager – Associate

Location: London, Birmingham, or Glasgow (Hybrid: 1 day per month on client site; mandatory 2-day quarterly planning event in Birmingham)

Contract: Fixed-term until 31st July 2026

Day Rate: Up to £660 inside IR35

Security Clearance: Home Office SC required to start

About Our Client

Our client is a leading provider of applied intelligence and managed services, delivering mission-critical solutions to government and commercial organisations. Their teams focus on innovative, secure, and reliable service delivery, supporting operations that have real-world impact.

Role Overview

We are looking for an experienced Service Delivery Manager to oversee the delivery of managed service contracts. You will act as the primary client contact, ensuring services meet agreed SLAs, budgets, and quality standards. The role may also include additional engineering responsibilities in certain circumstances.

Key Responsibilities

• Build and maintain relationships with client stakeholders and internal teams.
• Monitor service performance against SLAs and KPIs, implementing recovery plans when needed.
• Manage financial performance of the contract, including revenues and costs.
• Produce timely and accurate service reports, chairing service review meetings.
• Manage subcontractors and 3rd-party providers to ensure service quality.
• Lead communication and transition management for changes impacting the service.
• Act as a client advocate, promoting requirements to technical teams and product authorities.
• Contribute to service improvement initiatives and support pre-sales/commercial activities.
• Participate in an on-call rota as required.

Candidate Profile

• Proven experience in service delivery management, preferably in a complex, mission-critical environment.
• Strong stakeholder management and communication skills.
• Experience managing budgets, SLAs, and 3rd-party providers.
• Ability to lead service improvement initiatives and resolve escalated issues effectively.
• Security clearance: Home Office SC.

This is a hands-on, hybrid role offering exposure to high-impact services in applied intelligence.

Service Delivery Manager (Anaplan Managed Service)

Role Opportunity

We are seeking an experienced Service Delivery Manager (SDM) to join our Anaplan Managed Services team, ensuring high-quality support, continuous improvement, and seamless service delivery for our growing Anaplan customer portfolio across the EMEA region.

This role requires a strong mix of stakeholder management, commercial awareness, governance, teamwork and collaboration skills, with a focus on maintaining excellent service levels and driving Anaplan adoption.

We put the customer at the centre of what we do and enabled by a tremendously powerful connected planning platform in Anaplan, we seek to enable our customers to improve decision-making by gaining transparency and visibility through business-owned models and turning response time into real-time, to make better decisions to enhance their businesses.

This is a fantastic opportunity for someone who enjoys building relationships and is passionate in helping customers optimise the value they get from their Anaplan environment.

Please note: This is not an IT service desk role. It requires close engagement with business stakeholders, consultants, and platform teams to ensure customers realise the full business value of their Anaplan investment through effective adoption, optimisation, and ongoing support.

Reports to: Head of Managed Services/Care

Location: Hybrid – mixture of remote working and travelling to customer site approx. x2 days per week

Direct Reports: N/A

Package: TBA

Job Description

You will take the lead in ensuring our customers continually realise the full value of their investment in Anaplan and our managed services. Acting as the primary advocate for our customers, you will ensure they achieve the best possible return on their investment.

Working closely with our Managed Services Consultants, you will proactively seek to understand each customer’s unique needs, driving better adoption of the Anaplan platform while ensuring Bedford’s services remain integral to their success and are well-positioned for renewal.

Accountabilities and KPIs

Reporting to our Head of Managed Services/Care, you will take the lead in ensuring our customers are availing of our services.

Responsibilities & Accountabilities:

Customer Relationship & Stakeholder Management

• Act as the primary point of contact between the customer and the managed service team.
• Quickly establish close relationships with key customer stakeholders, understanding their current service requirements and building out a service plan to support in value realisation and service expansion.
• Conduct regular service reviews with the customer to discuss performance, improvements, and upcoming requirements.
• Gather and translate business needs into actionable enhancements, business critical updates and new Anaplan models .
• Manage escalations , ensuring critical issues are addressed promptly and keeping the customer informed of resolutions.

Service Management & Operations

• Ensure that service delivery aligns with the agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) .
• Oversee the incident management , problem resolution , and change management processes related to Anaplan support.
• Monitor ticket trends , identifying recurring issues and ensuring proactive resolution to reduce future incidents.

Financial & Commercial Management

• Track service consumption against contracts and ensure service delivery remains within agreed budgets.
• Identify and propose upsell or additional service opportunities .
• Assist in contract renewals and service scope discussions with customers.

Collaboration & Coordination

• Coordinate with the Managed Service support team , ensuring workloads are balanced and high-priority issues are addressed promptly.
• Collaborate with our technical consultants to implement system improvements and new features.

Governance & Reporting

• Maintain service performance reports , highlighting trends, SLAs, and areas for improvement.
• Provide quarterly or monthly service reports , presenting insights on ticket volumes and themes, response times, lessons learnt, opportunities for improvements.
• Understand and apply the processes and structures that ensure the smooth running of the Managed Service customer support experience.

Key Pre-requisites

Essential:

Minimum 3 Years experience in Service Delivery Management within a Managed Services or SaaS environment, with a proven track record of owning complex customer portfolios and delivering high-impact service outcomes.

Experience managing a portfolio of mid-to-large enterprise customers, ideally across multiple industries, with a focus on SaaS or platform adoption, value realisation, and long-term service delivery success.

Demonstrated ability to build and maintain strong, strategic customer relationships, acting as a trusted advisor to senior stakeholders and driving customer satisfaction, retention, and long-term engagement.

Knowledge of ITIL processes within the service operation and transition layers.

Ability to analyse service performance metrics and drive continuous improvements.

Excellent communication, stakeholder management and governance skills, with experience leading service reviews, handling escalations, and working cross-functionally.

Desirable:

Conversational knowledge of Anaplan , including model maintenance and best practices

Anaplan certification (Model Builder) is a plus.

Strong leadership skills, with the ability to manage and mentor technical teams.

Experience with automation tools and process optimisation in a cloud-based environment.

Company policy statement

Please note the company’s preferred selection method is to use a combination of interviews and by inviting potential candidates to one of our assessment centres. Please further note that to protect the company’s legitimate business interests, and the interests and wellbeing of current staff, the company reserves the right to lawfully undertake proportionate pre-employment checks and ongoing diligence both before the commencement of your employment and periodically during your employment.

Service Delivery Manager

The Service Delivery Manager will be responsible for overseeing the delivery of all sustainment activities for the RCS1 and FIRCTS programmes, ensuring alignment with contractual obligations and customer satisfaction. Responsible and accountable for ensuring execution of Sustainment deliverables to cost, schedule and technical / performance. Manages the delivery of services to ensure that SLAs (service level agreements) and KPI (key performance indicators) are met or exceeded; ensures that all sustainment teams have a clear understanding of requirements; builds and maintains strong relationships, is responsible as a CAM for relevant accounts / work packages, provides day-to-day advice and support ensuring service quality and delivery standards, identifies service needs, plans the service delivery and proactively supports cost reductions.

Key Responsibilities

• Act as the primary point of contact for the LMUK Sustainment Organisation and the RCS1 and FIRCTS programmes, building and maintaining strong relationships to understand their needs and expectations.
• Manage and be accountable for the delivery of the agreed Sustainment activities to the RCS1 and FIRCTS programmes, ensuring timely and effective delivery of services including key activities such as Logistics, Deployed Operations, Service Management and Trade Compliance.
• Manage requests for change and work with the Sustainment Service Architects to deliver new requirements when required.
• Develop and implement processes and procedures in line with industry best practices.
• Control Account Management
• Monitor and report on service performance metrics, ensuring compliance with Service Level Agreements (SLAs) and Key Performance Indicators.
• Create a culture of Continuous Improvement.
• Collaborate with internal and external stakeholders to resolve issues and implement solutions to enhance service delivery.
• Conduct regular service reviews with clients and internal teams, recommending improvements.
• Manage and coordinate service transitions, ensuring smooth handover and minimal disruption to our customers .
• Identify and mitigate risks and opportunities related to service delivery, implementing contingency plans as necessary.
• Ensure compliance with relevant regulations, standards and best practices.

Required skills, qualifications and experience

• Experience in service delivery management, with a strong understanding of service management frameworks (e.g., ITIL, ISO/IEC 2000)
• Experience working with ILS delivery frameworks (e.g Def-Stan 00-600)
• Experience working with MOD customer
• Project Management experience
• Experience supporting complex
• Experience as a Control Account Manager (CAM)
• Experiencing in planning, organising, and coordinating resources, timelines, and deliverables
• Ability to build and maintain relationships in complex and environments
• Adept at analysing complex situations, identifying problems, and proposing effective solutions
• Strong customer service skills, empathy, communication and product knowledge
• Knowledge of Airworthiness support frameworks (e.g MAA - MAOS, MAP, DAOS or CAA Part 145)

Equal Opportunity Statement

Lockheed Martin is committed to upholding principles of equal opportunity, fostering a work environment that is aligned with our core values of integrity, respect, and exceptional performance. We recognize the importance of leveraging the unique talents and experiences of all our employees to drive innovation, deliver superior solutions, and maximize value for our customers. Our focus is on identifying the most qualified candidate for each role, regardless of their background. If you are interested in a position, we invite you to share how your skills and perspectives could bolster our team and encourage you to apply, even if you feel your qualifications do not fully meet all the job criteria outlined in our advertisement. Furthermore, Lockheed Martin is dedicated to ensuring our recruitment process is inclusive for all individuals. We are prepared to accommodate reasonable adjustments for applicants as needed. If you require assistance or adjustments to participate in the job application or interview process, please contact or call .

The Company

Corporate Travel Management (CTM) is an award winning, global leader in business travel management services. We drive savings, efficiency and safety to businesses and their travellers all around the world. CTM’s proven business strategy combines personalised service excellence with customer facing technology solutions to deliver a return on investment to customers.

Overview

The Service Delivery team are responsible for managing and overseeing a number of specific projects for government clients, specifically in relation to the provision of accommodation, transport and providing operational help and support to make their project a success. In this role, the job holder will be the main point of contact in relation to all project related issues, working alongside colleagues in Client Services, Supplier Relations, Health & Safety and Finance. The role will also be responsible for handling incoming calls and emails in line with agreed service levels and providing a high level of customer service to all clients.

Please note that this role requires to undergo a security clearance process (you must have lived in the UK since 5 consecutive years to be eligible) and an enhanced DBS check. Kindly refrain from applying if you are not willing to undergo these necessary background checks.

The role is office based, Monday to Friday, core office hours.

Skills

Must Have

• Excellent written and verbal skills
• Excellent with Excel spreadsheets
• Highly resilient, remaining calm when dealing with pressure
• Highly organised and an effective planner

Nice to Have

• Experience using Freshdesk or a similar tool
• Exemplary customer service to internal and external stakeholders
• High attention to detail
• Excellent communicator
• A team player
• Commercially aware
• Ability to think logically and to use creativity to solve problems and come up with solutions
• Proficient knowledge of Microsoft Office packages, particularly Word and Excel.
• Flexibility to work in all aspects of the role, taking on tasks as dictated by business needs.

Experience

Essential

Customer service experience –demonstrable experience of working in a customer centric environment

Desirable

Previous experience of working for a travel company would be advantageous.

Required of all CTM Positions

Embrace CTM’s core values of Connect, Evolve, Deliver.

Professional, collaborative and supportive interaction with employees, clients, suppliers and vendors.

Ability to work independently as well as part of a team.

Appropriate and professional written and verbal communication.

Demonstrated ability to meet deadlines, handle and prioritise simultaneous requests.

Creative and analytical thinking with strong problem-solving and consultative skills.

Demonstrates calm under pressure – is a proactive contributor and eager to learn.

Proficiency in Microsoft Office Suite.

Ability to do basic math.

Ability to read and interpret information.

Attention to detail.

Regular and reliable attendance.

Why CTM?

Reward & Recognition

CTM’s annual reward and recognition programme, CTM All Star Awards, takes our peer voted ‘All Stars’ on an incentive trip to destinations all around the world. Previous trips have included: Los Angeles, Hong Kong, Paris, Abu Dhabi, Queenstown, and Dallas.

As part of a strong and stable company, CTM will support you in your career development plans with a very strong history of promoting from within. CTM’s High-Performance (HiPo) programme has excelled the professional development of many CTM Leaders.

Employee Wellbeing and Flexibility

The physical health and mental wellbeing of our CTM employees is something we take very seriously. To promote these amongst our teams, CTM provides each employee with access to a well know wellbeing platform, free independent advice across a range of topics, ability to increase annual leave and more.

Sustainability Focus

CTM is committed to a range of initiatives that enable a socially responsible, long-term and sustainable mindset within CTM. Underpinned by our four Sustainability Pillars; Principles of Governance, People, Planet, and Prosperity, CTM’s Sustainability Strategy identifies material issues and outlines initiatives to achieve this. Some initiatives include:

• Annual Volunteer Day Leave to support a charity/cause of your choice
• Offsetting all CTM employees’ travel
• Partnership with South Pole – supporting sustainable community projects (local & global)
• Paperless office initiatives & recycling options

If you’re considering a career in travel, or a return to the travel industry, CTM is your number one choice. Your career in corporate travel is ready for take-off. Get on board today.

CTM is a Disability Confident Employer. Do not hesitate to connect with our Recruitment team if you need to discuss arrangements.

CTM is the Data Controller with respect to the personal information you provide during your application. We will use this information solely to process your application, and our legal basis is that you are considering taking up an employment contract with us. We may share this information with our parent company in Australia, but otherwise we will not disclose it to any other organisation. If you take up employment with us, we will keep the information for the duration of your employment, otherwise we will destroy it 2 months after the post is filled.

All the information that we ask for in application forms has to be completed for your application to go ahead. There is no profiling or automated decision making applied to the personal information you supply. You have all the legal rights with your personal data as laid out in the General Data Processing Regulation (GDPR) and the Data Protection Act 2018, including the right to complain to the Information Commissioner’s Office. Our Data Protection Officer may be contacted at