Client Delivery Manager

Arc Recruitment; Halifax; On-site; GBP 40,000 - 65,000; Full time

Benefits offered by this job

5% employer pension contribution

23 days' annual leave (pro rata)

Childcare vouchers

Office-based with travel to clientprem

Job summary

Arc Recruitment is seeking an experienced Client Delivery Manager to own the end-to-end delivery of a portfolio of commissioned advice services and contracts. You will manage relationships with clients, operational teams and internal departments to ensure contracts meet KPIs, SLAs and performance targets, while driving service improvements and identifying growth opportunities.

The role covers mobilisation through to completion, requires strong planning, data analysis and stakeholder engagement,

Qualifications

• Proven experience in contract, project or service delivery management.
• Strong client relationship and stakeholder management skills.
• Experience monitoring performance against KPIs, SLAs and contractual targets.
• The ability to analyse data, produce reports and translate findings into meaningful improvements.
• Commercial awareness and an understanding of contract performance and funding requirements.
• Excellent planning, organisation, communication and problem-solving skills.
• Good working knowledge of Microsoft Excel, PowerPoint and customer management systems.

Responsibilities

• Take ownership of allocated contracts and projects from mobilisation through to completion, ensuring contractual obligations, KPIs, SLAs and performance targets are achieved.
• Develop and maintain delivery plans covering resources, milestones, dependencies, risks and recovery actions.
• Monitor operational performance, identify issues and implement improvement or recovery plans where required.
• Act as the primary point of contact for allocated clients, building strong relationships and managing expectations.
• Lead client and contract review meetings, presenting performance information, customer outcomes, risks and improvement plans.
• Identify opportunities for contract extensions, service enhancements, future funding and business development.
• Produce accurate and timely management reports, analysing data to identify trends, risks and opportunities for improvement.
• Lead the mobilisation of new contracts and services, including resource planning, process development, systems, training and readiness reviews.
• Drive continuous improvement, reviewing customer journeys and operational processes to improve quality, efficiency and customer experience.
• Maintain oversight of contractual obligations, project risks, safeguarding, data protection and relevant compliance requirements.
• Work closely with Finance and senior colleagues to monitor contract performance, forecasts, funding claims and invoicing requirements.
• Contribute operational insight to tenders, bids, business cases, contract extensions and service development opportunities.
• Represent the organisation at client, partnership and stakeholder meetings, developing productive external relationships.
• Line manage designated team members, setting objectives, monitoring performance and supporting coaching, development and a positive team culture.

Job description

On behalf of our client, we are seeking an experienced and proactive Client Delivery Manager to take ownership of the successful delivery of a portfolio of commissioned advice services and contracts.

This is an excellent opportunity for someone who enjoys building strong client relationships, managing operational delivery and driving service performance. You will ensure contractual commitments are met, performance targets are achieved and customers receive high-quality services and positive outcomes.

Working closely with clients, operational teams and internal departments, you will oversee contracts from initial mobilisation through to completion, ensuring delivery is effective, compliant and commercially sustainable.

You will also play an important role in identifying opportunities to improve services, strengthen client relationships and support future business growth.

Key Responsibilities

• Take ownership of allocated contracts and projects from mobilisation through to completion, ensuring contractual obligations, KPIs, SLAs and performance targets are achieved.
• Develop and maintain delivery plans covering resources, milestones, dependencies, risks and recovery actions.
• Monitor operational performance, identify issues and implement improvement or recovery plans where required.
• Act as the primary point of contact for allocated clients, building strong relationships and managing expectations.
• Lead client and contract review meetings, presenting performance information, customer outcomes, risks and improvement plans.
• Identify opportunities for contract extensions, service enhancements, future funding and business development.
• Produce accurate and timely management reports, analysing data to identify trends, risks and opportunities for improvement.
• Lead the mobilisation of new contracts and services, including resource planning, process development, systems, training and readiness reviews.
• Drive continuous improvement, reviewing customer journeys and operational processes to improve quality, efficiency and customer experience.
• Maintain oversight of contractual obligations, project risks, safeguarding, data protection and relevant compliance requirements.
• Work closely with Finance and senior colleagues to monitor contract performance, forecasts, funding claims and invoicing requirements.
• Contribute operational insight to tenders, bids, business cases, contract extensions and service development opportunities.
• Represent the organisation at client, partnership and stakeholder meetings, developing productive external relationships.
• Line manage designated team members, setting objectives, monitoring performance and supporting coaching, development and a positive team culture.

About You

You will be an organised and commercially aware professional with experience managing contracts, projects or commissioned services within a customer-focused environment.

You will have the confidence to manage multiple priorities, build effective stakeholder relationships and take responsibility for operational performance.

You will also bring:

• Proven experience in contract, project or service delivery management.
• Strong client relationship and stakeholder management skills.
• Experience monitoring performance against KPIs, SLAs and contractual targets.
• The ability to analyse data, produce reports and translate findings into meaningful improvements.
• Commercial awareness and an understanding of contract performance and funding requirements.
• Excellent planning, organisation, communication and problem-solving skills.
• Good working knowledge of Microsoft Excel, PowerPoint and customer management systems.

What's on Offer?

• Permanent, full-time position.
• 37-hour working week.
• 5% employer pension contribution.
• 23 days' annual leave (pro rata).
• Childcare vouchers.
• An opportunity to make a meaningful difference through the delivery of customer-focused services.

Location: Office-based, with travel to client premises and service delivery sites as required.