Service Practice Lead

Blanchard; United Kingdom; Remote; GBP 50,000 - 75,000; Full time

Job summary

A global leadership development organization is seeking a dynamic Service Practice Lead to guide and inspire the Client Services team. The successful candidate will possess excellent leadership and project management skills, with a focus on building strong client relationships and driving team performance. This role offers a flexible, remote-first work environment and a strong commitment to personal development and wellbeing.

Benefits

Flexible work environment

Opportunities for professional development

Employee support programs

Qualifications

• 3-5 years experience in project management, client management, and client engagement.
• Demonstrated experience managing high-level sales accounts.
• Experience working in a global business environment preferred.

Responsibilities

• Develop and retain Client Services team members, providing coaching and feedback.
• Set goals for team members, monitor performance, and lead career growth conversations.
• Serve as a strategic partner to improve client delivery and resource allocation.
• Manage team and project expenses to meet financial targets.

Skills

Leadership skills

Project management knowledge

Communication skills

Business acumen

Problem-solving abilities

Education

Four-year degree in business or related area

Formalized Project Management Training or Certification

Tools

Client relationship management software

MS Office

Job description

Overview

At Blanchard, we believe the heart of leadership is human connection. For over 45 years, we’ve partnered with organisations around the world to transform people into impactful leaders—equipping more than 150,000 individuals each year with the mindsets, skills, and confidence to lead effectively. We’re proud to be the home of SLII, the world’s most widely taught leadership model, and we offer a comprehensive suite of training experiences—including Management Essentials, Essential Motivators, Building Trust, and more—designed for leaders at every level. Our award-winning, research-backed work is trusted by FTSE 100 and Fortune 500 companies, small and medium-sized enterprises, government bodies, educational institutions, and charities alike. What sets us apart is not just our expertise—it’s how we deliver it. Whether in person, virtually, or through a blended approach, we tailor each solution to meet our clients where they are and where they aspire to grow.

How We Work

Although Blanchard is headquartered in sunny Southern California, our reach and our team extend across the US, UK, and beyond. Working in the UK will give you many opportunities to connect personally with your UK colleagues. We embrace a flexible, remote-first approach, with colleagues working from home offices, cafés, co-working spaces, and yes, occasionally in the company of children, partners, or pets. Our people-first culture is built around empathy, belonging, and wellbeing. We understand that life happens, and we’re here for it. Whether it’s caring for a loved one, taking time for mental health, or volunteering in your community, we support the full spectrum of what it means to be human at work.

Role

We are seeking a dynamic Service Practice Lead (SPL) to guide and inspire our Client Services team. The ideal candidate will be a strategic thinker and natural coach, setting clear goals and driving performance while ensuring client needs are met with excellence. As a trusted player/coach, the SPL will foster strong client relationships, champion quality outcomes, and hold accountability for results that align with team and business objectives.

Duties Include

• Develop, manage, and retain Client Services team members, conducting 1:1s and providing day-to-day coaching, support, and feedback to maximize performance and contribute to a positive employee experience.
• Responsible for setting goals and objectives for team members, monitoring performance, conducting evaluations, addressing performance issues, and leading career growth conversations.
• Responsible for the oversight of projects within the CST, assigning the appropriate resources, and understanding resourcing needs both short and long term. Partners with BU Operations Leader to ensure that the team and BU is adequately staffed to meet the organization’s delivery needs.
• Serves as a strategic thinking partner to CST Leader to further the success
• Works to remove obstacles that could negatively impact the customer, team, and/or employee experience. Identifies operational, resource, and/or delivery issues, analyzes root causes, and develops solutions.
• Addresses conflicts and disputes that arise among team members or with other departments, escalates as appropriate, and collaborates cross-functionally to find solutions that promote a harmonious, productive working environment.
• Ensures that business deals within the CST are consistently and accurately including Client Services fees. Works to manage team and project expenses to meet financial targets.
• Diagnoses level of client delivery complexity and allocates appropriate team member(s) to client assignments to meet delivery needs.
• Serves as an escalation point if a client delivery issue arises.
• Drives innovation and adapting to change. Acts as a champion of organizational change efforts within CST, serving as a role model for best practice and adoption.
• Audits weekly time entry and approves and coordinates PTO schedules for Client Services team members, ensuring proper client and team delivery coverage.
• Assesses and mitigates risks that may impact the CST's operations, including financial, operational, and compliance-related risks.
• Uses formal Project Management Standards of Practice (internal standard operating procedures) to document project and/or account results and metrics.
• Develops long-term client relationships and partnerships by providing high level project and account management for integrated solutions and/or core product business opportunities and engagements.
• Links client, salespeople, consulting partners, and Blanchard operations to ongoing delivery needs of the client, serving as the main point of contact for communication and planning.
• Creates and distributes reports and updates on client account activity as needed.
• Follows best practices for internal applications/platforms (CRM) and adheres to agreed-upon processes to execute on client delivery work. Holds team members accountable for the same.
• As the role evolves, additional responsibilities may be discovered and aligned with the needs of the Business Unit/CST.

Who You Are

• Organized and professional
• Emotionally intelligent interpersonal communicator

What You Bring

• Excellent leadership skills
• Ability to motivate, collaborate, persuade and empower
• Business acumen
• Knowledge of project management concepts and standards
• High level knowledge of organizational practices including sales, contracting, billing and custom design processes
• Demonstrated competence in complex project planning skills
• Growth Orientation: Mindset of looking for business growth opportunities and takes action to develop new and existing business
• Knowledge of client relationship management software and skill using MS Office
• Strong presentation, facilitation and consulting skills

Education/Experience

• Four-year degree in business or related area with 3-5 years experience in project management, client management and client engagement, or equivalent combination of education and experience.
• Formalized Project Management Training or Certification
• Demonstrated experience managing high level sales accounts resulting in long-term successful partnerships
• Experience working in a marketing/sales or customer service environment a plus
• Experience working in a global business environment a plus

*Statistically, women and people of color are less likely to apply if they do not meet all the requirements. Even if you feel you do not meet every qualification, we encourage you to apply!

Blanchard isan equal opportunity employer and is committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because that is what drives curiosity, innovation, and the success of our business. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, or any other status protected by the laws or regulations in the locations where we operate. Accommodations are available for applicants with disabilities.