What You'll Do

The Centre of Excellence (COE) is the driving force behind SmartPA, where strategy comes to life. As part of this dynamic, client-facing department, you’ll be the heartbeat of our business – delivering high-impact, tailored support to a key client account daily. 

In the role of Client Service Delivery Manager, you’ll take ownership of team performance and service delivery excellence. You’ll oversee day-to-day operations, solve challenges proactively, and ensure your team consistently delivers measurable value and positive results for our clients.

This particular role is assigned to one of our ‘dedicated’ clients, meaning you will be representing our brand, whilst working very closely with a global tech giant. 

This leadership role is responsible for the overall performance of the team, crucially ensuring client happiness, flawless brand representation, and continuous service quality improvement.

What Your Day Will Look Like

• Client Relationship & Advocacy: Serve as the point of escalation and liaison for key clients, actively managing expectations and ensuring a proactive, solution-focused service delivery mindset is maintained across the team.

• Performance Leadership: Lead, mentor, and manage the service delivery team, fostering a culture of high performance, accountability, and alignment with company and brand standards.

• Continuous Improvement (CI): Utilise feedback (internal audits, QA reports, and client surveys) as actionable intelligence to identify service gaps and drive a formal, continuous improvement agenda.

• Quality & Brand Governance: Ensure every client interaction and deliverable meets rigorous quality standards, thereby safeguarding and enhancing brand reputation.

• Technology Utilisation: Champion the adoption of relevant technology and AI tools to streamline workflows, predict issues, and improve service efficiency.

• Manage multiple projects simultaneously, maintaining a high level of quality under tight deadlines.

About You 

You are a natural leader and a dedicated client advocate who measures success by client retention and satisfaction scores. You operate with a continuous improvement mindset, using data and technology to not just react to problems, but to proactively engineer solutions. You are a clear, diplomatic, and inspiring communicator, capable of driving change at both the team and client levels.

What You'll Need

Your experience is key but your attitude is what sets you apart.

Essential:

• Proven experience in a Service Delivery Management, Account Management, or similar client-facing leadership role.

• Demonstrated ability to utilise client feedback and data to implement measurable service improvements.

• Strong leadership skills with experience managing, motivating, and developing a service-oriented team.

• Excellent understanding of the correlation between service quality, brand representation, and business success.

• Exceptional communication, negotiation, and conflict resolution skills.

Desirable:

• Experience leveraging technology, automation, or low-code tools to improve service efficiency and client proactivity.

• Formal training or certification in Continuous Improvement methodologies. 

• Experience with quality assurance frameworks and service level agreement (SLA) management.

Yes

£40,000 - £50,000 (depending on experience)

Monday - Friday
Your working hours will be 2:00pm to 10:30pm (UK time), aligned to cover the 9:00am to 5:30pm (EST) business day.

Full-time, Permanent (37.5 hours per week)

At SmartPA we believe in rewarding talent and supporting your growth .

• Competitive Salaries
• Yearly Bonuses based on company, department, and individual performance.
• Department based incentives.
• Hybrid/Remote Work: Whether you prefer a hybrid model or require remote work due to your location, we’re open to discuss options that work for you!
• 33 Days Holiday: Because rest fuels greatness.
• Growth Opportunities: Develop your skills, advance your career and grow with a company reshaping the industry.