Client Service Manager

Ziva0103; Dubai; On-site; AED 180,000 - 240,000; Full time

Job summary

Ziva0103 in Dubai, UAE, is seeking a Client Services Manager to own a defined portfolio of client accounts and line-manage the Project Managers delivering them. The role combines commercial ownership with hands-on delivery for 3-5 client accounts, including acting as Project Manager on 1-2 accounts, to keep commercial reality aligned with delivery.

You will own account health, renewal readiness, and growth opportunities, while ensuring governance, budget tracking and on-time delivery.

Qualifications

• Five+ years in a client-facing delivery role within a digital agency, tech consultancy or product company.
• Experience managing multiple senior client relationships simultaneously.
• Current, practical project management capability.
• Ability to operate commercially and delivery-wise in the same day.
• Commercial literacy to discuss scope, budget and value with confidence.
• Excellent written and spoken English for senior client correspondence.

Responsibilities

• Act as principal client contact at senior stakeholder level across the assigned portfolio.
• Direct delivery management on one to two accounts within the portfolio.
• Maintain project plans, delivery cadence, status reporting and meeting records.
• Manage scope, change control and release gates to standard team expectations.
• Line-manage two to three Project Managers with coaching and performance reviews.

Skills

Client relationship management

Project management

Commercial acumen

English proficiency

On-site Dubai residency or relocation

Job description

POSITION DESCRIPTION

Client Services Manager

Client Services Department

1.Particulars

POSITION TITLE

Client Services Manager

DEPARTMENT

Client Services

REPORTS TO

Head of Client Services

DIRECT REPORTS

Two to three Project Managers

PORTFOLIO

Three to five client accounts

LOCATION

Dubai, United Arab Emirates. Office-based.

CONTRACT

Full-time, permanent

2.Purpose of the role

The Client Services Manager holds commercial and relationship ownership of a defined portfolio of client accounts, and line management of the Project Managers who deliver them. The role is accountable for account health, contract utilisation, renewal readiness and the professional development of the project management team within its pod.

3.Scope of the role

The role combines portfolio management with direct delivery. In addition to holding three to five portfolios as Client Services Manager, you will act as Project Manager on one to two of those accounts. This is intended to keep commercial ownership connected to delivery reality.

COMPONENT OF THE ROLE

INDICATIVE ALLOCATION

ACCOUNTABLE TO

Client Services Manager. Portfolio ownership, client relationships, commercial governance and line management.

60 – 70%

Head of Client Services

Project Manager. Direct delivery management on one to two accounts within the portfolio.

30 – 40%

Head of Client Services

Candidates should note that the role requires current, practical project management capability. It is not a purely supervisory position.

4.Key accountabilities

4.1Client relationship ownership

• Act as the principal client contact at senior stakeholder level across the assigned portfolio.
• Identify emerging client concerns and address them before they require escalation.
• Represent Mobii in person at presentations, steering committees, workshops and delivery milestones.

4.2Direct delivery management

• Act as Project Manager on one to two accounts within the portfolio.
• Maintain project plans, delivery cadence, status reporting and meeting records for those accounts.
• Manage scope, change control and release gates to the standard expected of the wider team.

4.3Commercial governance

• Own the monthly contracted support hour budget across the portfolio, ensuring hours are fully utilised, accurately recorded and not exceeded without written approval.
• Review account health weekly and lead the remediation response where an account is flagged at risk.
• Support the Head of Client Services on renewal strategy, scope variation and commercial positioning.
• Identify and qualify growth opportunities within existing accounts, presenting a supporting business case.

4.4Line management

• Line-manage two to three Project Managers, including weekly one-to-ones, coaching and formal performance review.
• Hold the team accountable for delivery timelines, process adherence and quality of client communication.
• Onboard new Project Managers against a graduated portfolio and defined competency milestones.
• Escalate resourcing constraints and delivery risk to the Head of Client Services in advance of client impact.

4.5Process and standards

• Ensure the pod operates within the department's briefing, change control and deployment procedures.
• Lead change request discussions with clients, maintaining process discipline while preserving the relationship.
• Review and approve client-facing documentation issued by the pod.

5.Person specification

5.1Essential

• A minimum of five years in a client-facing delivery role within a digital agency, technology consultancy or product organisation.
• Demonstrable experience holding multiple senior client relationships concurrently.
• Current, practical project management capability.
• Ability to operate credibly at both commercial and delivery level within the same working day.
• Commercial literacy sufficient to discuss scope, budget, utilisation and value with confidence.
• Excellent written and spoken English, to a standard appropriate for senior client correspondence.
• Demonstrated organisational discipline and independent follow-through.
• Prior line management or structured mentoring experience.
• Resident in Dubai, or able to relocate, and available to work on-site full time.

6.Performance measures

Performance will be reviewed quarterly against the following measures.

MEASURE

BASIS OF ASSESSMENT

Account health

Health status across the assigned portfolio and trend over the review period.

Contract utilisation

Variance of consumed against allocated support hours, within a tolerance of plus or minus ten per cent.

Retention and renewal

Renewal outcomes and commercial terms achieved on portfolio accounts.

Direct delivery

Delivery performance on the accounts personally managed.

Team development

Progression, retention and assessed capability of the Project Managers managed.

Escalation containment

Proportion of issues resolved within the pod without client escalation.

7.Key relationships

INTERNAL

Head of Client Services, Project Managers, Technical Director, Head of UX/UI, Business Analysts, Quality Assurance

EXTERNAL

Client senior stakeholders, marketing and digital leads, client project and support teams

Skills

• Experience within a mobile or digital product agency.
• Familiarity with agile delivery methods and product development lifecycles.
• Experience administering annual maintenance contracts, retainers or service level agreements.
• Exposure to enterprise or public sector clients in the UAE or wider GCC.
• Working knowledge of Arabic.