Client Services Director

OSF Global Services; City Of London; On-site; GBP 75,000 - 95,000; Full time

Job summary

A leading digital services provider is seeking a Client Services Director to oversee account profitability and growth. The role involves ensuring delivery quality, managing client relationships, and driving revenue expansion. The ideal candidate should possess strong communication and strategic thinking skills, with experience in project delivery highly valued. This position requires close collaboration with internal teams to ensure client satisfaction and operational excellence.

Qualifications

• Strong communication, negotiation, and interpersonal skills.
• Strategic thinking and problem-solving abilities.
• Experience in project delivery is highly valued.

Responsibilities

• Own and manage account-level revenue, bookings and account margin.
• Act as executive escalation point for clients.
• Develop and execute account plans for each top-tier account.
• Coordinate with global OSF functions to bring the right capabilities into accounts.

Skills

Strong communication skills

Negotiation skills

Interpersonal skills

Strategic thinking

Problem-solving abilities

Leadership abilities

Project delivery experience

Job description

Overview

The Client Services Director is accountable for the overall health, profitability, and growth of assigned client accounts. This includes ensuring consistent delivery quality, maintaining positive executive-level client relationships, driving account revenue expansion, and achieving internal financial and operational targets.

The role requires balancing, account planning, sales execution, governance, and delivery oversight, working closely with Strategy and Delivery teams to ensure OSF Digital executes to a high standard while meeting client expectations.

Responsibilities

Financial

• Own and manage account-level revenue, bookings and account margin
• Provide weekly forecast updates of the opportunities
• Deliver accurate monthly forecasting (pipeline and bookings)
• Work with delivery to ensure account margin and revenue is aligned with goals
• Ensure corrective action plans are in place for underperforming accounts

Client Relationship & Governance

• Act as executive escalation point for clients
• Lead or represent OSF Digital at Quarterly Business Reviews and governance meetings with client stakeholders
• Monitor and report on account health metrics (satisfaction and adoption)
• Foster and build a relationship with the client to drive and build new opportunities to expand the services of OSF Digital

Delivery Oversight

• Partner with Delivery Leaders to ensure project execution meets time, budget, and scope commitments
• Review weekly RAG status and financial performance across engagements
• Proactively identify risks and initiate mitigation actions

Growth & Expansion

• Develop and execute account plans for each top-tier account
• Identify and progress cross-sell / upsell opportunities
• Ensure pipeline coverage supports account growth targets

Internal Collaboration & Leadership

• Coordinate with global OSF functions (Delivery, Strategy, Marketing) to bring the right capabilities into accounts
• Provide leadership, coaching, and guidance to Client Services Managers / Account Leads
• Share lessons learned and best practices across the wider Client Services community

Requirements

Key Skills and Experience

• Strong communication, negotiation, and interpersonal skills
• Strategic thinking, problem-solving, and leadership abilities
• Experience in project delivery is highly valued as this role works in close collaboration with Clients and Delivery teams