Client Services Excellence Consultant

Overview

The purpose of this role is to design, lead and continually improve this organisation's client services operating model, ensuring that all clients are onboarded, managed and supported through a consistent, high?quality and inspirational delivery approach. The role has a strong delivery focus. The postholder will develop and put in place clear, practical frameworks, processes and standards that support effective delivery across Commercial, Portfolio, and Operations teams. They will ensure that these ways of working are well understood, consistently applied and tailored to the needs of different clients and sectors.

This role requires a strong professional services and consultancy mindset, with experience of leading client services in complex, controlled or compliance?driven environments, including defence and the private sector. The successful candidate will help build confidence and capability across teams, ensuring that this organisation's approach to client delivery is consistent, efficient and aligned with best practice.

Knowledge, Skills, and Experience Essential

• Significant experience leading client services, programme delivery, portfolio management or managed services within a professional services, consultancy or similar environment.
• Experience designing and embedding delivery frameworks, processes and standards that support clear and consistent ways of working.
• Experience working in complex, controlled or compliance?driven environments, including defence and the private sector.
• Experience working in an SME or scale?up environment, with an understanding of capacity constraints, practical delivery requirements and organisational growth.
• Strong internal leadership experience in client services, with the ability to influence senior stakeholders and guide delivery teams.
• Ability to understand client needs and translate these into clear, structured approaches that support effective delivery.
• Strong organisational, coordination and communication skills.
• Ability to provide clarity, structure and direction in situations that are changeable or ambiguous.
• Experience in commercialisation, technology transfer, innovation or IP?led environments.
• Experience building or scaling client services functions.
• Experience defining service propositions, delivery models or operating frameworks.
• Experience working in international or multi?market environments.
• Experience supporting growth, upsell and cross?sell activity within client portfolios.