Client Service Delivery Manager

Boss Consulting; England; Hybrid; GBP 45,000 - 55,000; Full time

Benefits offered by this job

Optional company pension scheme

20 days annual leave

Job summary

Boss Consulting is seeking an experienced Client Service Delivery Manager to own the operational delivery of client engagements across ERP transformation and consulting projects. You will bridge sales and delivery, ensuring resources are deployed effectively, contracts meet commitments, and SLAs are achieved while maintaining high quality.

This hybrid role combines project delivery, service management, and commercial stewardship.

Qualifications

• Proven experience in a client facing service delivery role, project delivery or project management within IT, technology or consulting services.
• Working knowledge of project management and service management principles and frameworks (e.g. PRINCE2, PMI, ITIL).
• Experience in candidate selection and onboarding, with demonstrable experience in technology recruitment and resource allocation.
• Comfortable tracking and interpreting commercial data, burn rates, resource utilisation, and communicating variances clearly to clients and internal stakeholders.
• Excellent relationship-building and communication skills, with the confidence to engage both technical delivery teams and client stakeholders.
• Highly organised, with attention to detail and the ability to manage multiple engagements and priorities.
• Commercially astute, understanding how delivery quality and resourcing affect account health and growth.

Responsibilities

• Support delivery teams in identifying resource opportunities within customer projects and ensure right resources are deployed.
• Provide delivery insights into account reviews, renewals and growth discussions.
• Assist with quality tracking and performance reporting across client engagements, including KPIs and risk logs.
• Help standardise delivery templates, tracking tools, and ways of working across engagements.
• Coordinate with delivery teams to ensure projects run on track against timeline, budget and scope.

Skills

Client relationship management

Resource planning

Stakeholder management

Project management

Service delivery

Commercial awareness

Job description

Boss Consulting, founded in 2018, has rapidly become a leading provider of project management consulting services with an extensive network of experienced consultants and some amazing clients. We specialise in supporting business with their technology transformation journeys, delivering customised solutions to help businesses achieve their goals. Our expertise with leading technology providers enables us to streamline operations, transform processes and technology, and deliver digital strategies. We are experiencing rapid growth and are looking for an experienced Client Service Delivery Manager to join our team for the next phase of our mission.

The Role

We're looking for an experienced and customer-focused Client Service Delivery Manager to join our team and take ownership of the operational delivery of client engagements across our ERP-centred transformation and consulting portfolio. Sitting at the intersection of project management, service delivery management and account management, you'll be the day-to-day link between our sales and delivery teams and our client's procurement teams, making sure resources are deployed effectively, contracts are delivered against commitments and SLA terms, the right resources are deployed, quality is maintained, and every engagement runs to a high and consistent standard.

This is a hybrid role: part project delivery, part service management, part commercial stewardship. Where you will work closely with the sales and delivery teams on resourcing and growth opportunities, with delivery leadership on quality and performance, and with the wider business supporting the continuous improvement initiative of how we operate.

Key Responsibilities:

Resourcing & Account Support

• Support the delivery teams in identifying resource opportunities within customer projects, spotting where additional or specialist capability could add value to the client and the account.
• Contribute delivery-side insight into account/project reviews, renewals and growth discussions led by the delivery and account teams or senior leadership team.

Quality & Performance Reporting

• Support delivery leadership with quality tracking and performance reporting across client engagements, including delivery milestones, service levels and client satisfaction.
• Help maintain consistent reporting standards (RAG status, KPIs, risk and issue logs) so that delivery leadership and clients have a clear, accurate picture of engagement health.
• Identify emerging delivery or service risks early and escalation through the appropriate governance channel.

Continuous Improvement & Operational Development

• Actively support the operational development and refinement of the business through our continuous improvement initiative, contributing ideas and feedback from live engagements.
• Help standardise and improve delivery templates, tracking tools and ways of working across engagements.
• Champion the adoption of new processes, tools and reporting standards introduced through continuous improvement.

Broader Project & Service Delivery Management

• Plan, coordinate and monitor progress across assigned client workstreams, keeping delivery on track against timeline, budget and agreed scope.
• Act as a day-to-day point of contact for service delivery matters, managing client expectations and resolving issues promptly and professionally.
• Maintain and manage RAID logs, action trackers and delivery documentation to a consistently high standard.
• Coordinate with technical and delivery teams to ensure client projects run smoothly, dependencies are managed, and blockers are escalated quickly.

What We’re Looking For...

• Proven experience in a client facing service delivery role, project delivery or project management role, within IT, technology or professional/consulting services.
• Working knowledge of project management and service management principles and frameworks (e.g. PRINCE2, PMI, ITIL or equivalent practical experience).
• Experience in candidate selection and onboarding, having demonstrable experience in technology recruitment/hiring and resource allocation.
• Comfortable tracking and interpreting commercial data, burn rates, resource utilisation, and communicating variances clearly to clients and internal stakeholders.
• Excellent relationship-building and communication skills, with the confidence to engage both technical delivery teams and client stakeholders.
• Highly organised, with strong attention to detail and the ability to manage multiple engagements and competing priorities simultaneously.
• A continuous-improvement mindset, genuinely interested in refining how the business delivers rather than simply following existing process.
• Commercially astute, with an appreciation of how delivery quality and resourcing decisions affect account health and growth.
• Candidates with experience in business or project environments utilising SAP, Oracle, or Microsoft Dynamics are preferred. You should be able to demonstrate strong product knowledge and an understanding of how enterprise systems support business operations and transformation initiatives.

Personal Attributes

We are seeking an individual who is:

• Proactive, highly organised, and driven by delivering high-quality outcomes.
• Resilient and composed under pressure, with sound judgement and a professional approach.
• Confident in engaging with senior stakeholders, providing constructive challenge where appropriate.
• A collaborative team player who takes ownership, demonstrates accountability, and consistently follows through on commitments.

Why Join Boss Consulting?

Joining Boss Consulting offers the opportunity to:

• Work on high-profile digital, data, and ERP transformation programmes across a range of sectors.
• Benefit from close mentorship and coaching from experienced consultants and programme leaders.
• Play a key role in shaping and enhancing our capabilities and frameworks as the business continues to grow.
• Be part of a culture built on trust, professionalism, collaboration, and delivery excellence.
• Access clear career progression opportunities within a growing consultancy with support for your professional development and long-term ambitions.
• Competitive starting salary of £45,000 per annum, with performance-related bonus opportunities.
• Optional company pension scheme.
• Enjoy 20 days annual leave, increasing with length of service and career progression. To support our annual 2.5-week Christmas and New Year business shutdown, 3 days of annual leave are allocated towards this period, allowing employees to enjoy an extended festive break without impacting the remainder of their entitlement.
• Access to wellbeing benefits through My Staff Shop.
• An inclusive, diverse workplace with hybrid working built in.
• A supportive culture that values personal growth, wellbeing, and professional development.

Boss Consulting is an equal opportunities employer. We welcome applications from all suitably qualified candidates regardless of background.