Director Client Service Management

The Director Client Service Management is accountable for performance governance and delivery of partner service agreements across multiple markets enabling the strategic outcome defined in organisations plans.

This role is a key part of the Global Delivery Office (GDO) ensuring partner commitments are delivered through effective governance strong stakeholder alignment and disciplined execution.

Strategic Direction & Vision

• Drive and execute the direction for Partner Service Management in line with the Global Delivery Office (GDO) priorities
• Align partner service management with business plans priorities and roadmaps
• Maintain awareness of market technology and partner landscape to identify improvement opportunities

Leadership

• Lead within a matrix organisation across internal teams markets vendors and partners
• Ensure effective deployment of people and capability to meet business priorities
• Lead and develop direct reports with accountability for performance and team effectiveness
• Strengthen capability in governance delivery assurance and partner management

Financial & Commercial Accountability

• Own financial oversight across partner agreements including forecasting cost control and performance tracking
• Ensure changes to scope cost and timelines are governed and understood
• Provide challenge on commercial decisions to protect value and improve outcomes

Delivery & Partner Service Performance

• Own delivery and performance of partner service agreements against KPIs financial targets and business commitments
• Oversee delivery of complex programs and projects ensuring alignment to scope budget schedules and governance during M&A phase
• Oversee financial performance across programmes including forecasting and tracking
• Lead governance forums ensuring clear visibility of progress risks and decisions to relevant stakeholders
• Support escalations and drive resolution of major delivery and performance issues

Governance & Process Management

• Accountable for the effective application of the partner governance framework
• Drive continuous use of governance tools methods processes change and quality across partnership
• Identify gaps in governance and oversight and implement improvements

Stakeholder Management

• Build and lead on effective relationships with relevant senior stakeholders across the organisation
• Align commercial technical and operational teams on partner commitments
• Act as an escalation point for delivery commercial and operational issues
• Represent Partner Services in governance and management forums

Communication & Decision Support

• Ensure clear timely decision-support information for governance forums
• Oversee flow of key updates risks and issues between delivery team governance bodies
• Provide concise portfolio insight to senior leadership stakeholders and governance forums

Required Experience

• Significant experience leading delivery of technical products platforms or services in telecoms cable and or similar environments
• Proven track record in partner or client service management in multi-party delivery models
• Strong understanding of governance operating models and delivery frameworks in global organisations
• Experience managing large multi-year service agreements across operations third-party support and commercial agreements
• Demonstrable experience managing cross-functional dependencies and driving resolution in complex environments
• Strong commercial and financial acumen including budgeting forecasting and cost/value management

Skills & Attributes

• Operates effectively in a global matrix global matrix environment
• Proven ability to influence and align senior stakeholders
• Strong commercial judgement with ability to challenge and protect value
• Clear communicator able to simplify complex issues into actionable insight Strong focus on delivery outcomes and quality
• Fluent English speaker; additional European languages advantageous
• manageable to work across technical product and delivery teams across complex partner environments

Qualifications

• Degree level education or equivalent experience
• Relevant professional qualifications (e.g. project management ITIL PRINCE2). Beneficial