Senior Consultant - Customer Relationship

K&K Talents; Greater London; On-site; GBP 65,000 - 95,000; Full time

Job summary

K&K Social Resources & Development GmbH, an international recruiting agency, seeks a Senior Consultant - Customer Relationship for a UK client in London. You will serve as the primary contact for ESR Central Team stakeholders, building trusted relationships with programme stakeholders and user organisations.

You will align service delivery with SLAs, coordinate with delivery, technical, and release teams, and drive governance and reporting.

Qualifications

• Proven experience in client relationship management within IT services or managed services environments.
• Strong stakeholder management in complex, multi-party programmes.
• Experience working with public sector.
• Knowledge of service delivery frameworks (ITIL or similar).
• Experience with Oracle E-Business Suite / ESR systems.
• Understanding of HR, Payroll, and workforce systems.
• Experience in large-scale transformation or transition programmes.
• Strategic communication and influencing.
• Commercial awareness and contractual understanding.

Responsibilities

• Act as the primary point of contact for ESR Central Team stakeholders.
• Build and maintain trusted Relationships with Programme stakeholders and user organisations; ensure proactive engagement across service layers.
• Coordinate with Service Delivery, Technical and Functional teams to align service performance with SLAs and address risks.
• Establish effective communication channels and update stakeholders on risks, changes, and service updates.
• Support governance forums, service reviews, and escalation processes with timely reporting.
• Identify opportunities for service improvement and promote best practices across organisations.

Skills

Client relationships

Stakeholder management

IT services

Public sector

ITIL knowledge

Oracle ESR

HR systems

Transformation programs

Contractual awareness

Communication escalation

Job description

K&K Social Resources & Development GmbH is an international recruiting agency that has been providing technical resources in the European region since 1993. This position is with one of our clients in the UK which is actively hiring candidates to expand its teams.

Title: Senior Consultant - Customer Relationship

Work Location: London, UK

Key Responsibilities

1. Client Relationship Management

Act as the primary point of contact for ESR Central Team stakeholders.

Build and maintain strong, trusted relationships with:

• Central Team.
• Programme stakeholders and user organisations.
• Ensure a structured and proactive engagement model across all service layers.
• Represent in governance forums, service reviews, and stakeholder meetings.

2. Service Delivery Alignment

Ensure service delivery aligns with:

• Contractual commitments.
• Service Level Agreements (SLAs).

Work closely with Service Delivery, Technical, and Functional teams to:

• Ensure service performance meets expectations.
• Monitor service health and proactively address risk areas.

3. Stakeholder Communication & Engagement

Establish effective communication channels and stakeholders, enabling:

• Clear feedback loops.
• Timely communication of service updates, risks, and changes.
• Support programme-wide communication strategies that ensure ESR stakeholders understand service capabilities and changes.
• Act as the escalation point for critical service issues and customer concerns.

Coordinate resolution across:

• Application Support teams.
• Infrastructure and Technical teams.
• Change & Release teams.
• Ensure timely resolution and transparent communication throughout incident lifecycles.

5. Continuous Improvement & Customer Advocacy

Identify service improvement opportunities based on:

• Service performance trends.
• Operational challenges.
• Promote adoption of best practices across organisations.
• Work with delivery teams to implement service improvement initiatives.

6. Governance & Reporting

Provide regular reporting on:

• Risks and escalations.
• Participate in joint governance forums with programme leadership.
• Ensure adherence to governance, compliance, and audit expectations.

Key Skills & Experience

• Proven experience in client relationship management within IT services or managed services environments.
• Strong stakeholder management experience in complex, multi-party programmes.
• Experience working with public sector.
• Knowledge of service delivery frameworks (ITIL or similar).
• Experience with Oracle E-Business Suite / ESR systems.
• Understanding of HR, Payroll, and workforce systems.
• Experience in large-scale transformation or transition programmes.
• Stakeholder relationship management.
• Strategic communication and influencing.
• Service orientation and customer focus.
• Problem-solving and escalation management.
• Commercial awareness and contractual understanding.

Preferred

• Should be an excellent planner when it comes to perform release planning and other delivery planning.
• Should have excellent problem-solving skills.
• Responsible for Coaching and mentoring team members with experience of managing 5+ team members.
• Experience with Lean / Agile development methodologies & ITIL Methodologies.

Note: Applicants for employment in UK should possess work authorization, which does not require sponsorship by the employer for a visa.