Client Services Manager

Location: Hybrid and technically home based, with most time spent in client or NPS offices; must be located for an easy commute to both London and Nottingham and be prepared to travel domestically and overseas as project needs require. Must have a pre-existing right to work and travel within the EU.

Company

hirify.global provides outsourced technology and service delivery solutions, including services for public-sector clients.

What you will do

• Set up and transition ITIL/SIAM services into operation and manage their ongoing delivery.
• Ensure end-to-end services meet contracted SLAs, customer requirements, and quality standards.
• Manage senior customer relationships, service reviews, performance reporting, and account-plan service deliverables.
• Document, monitor, measure, and improve services through Service Improvement Plans.
• Act as the escalation point for customers and service teams, managing risks and ensuring appropriate outcomes.
• Identify new revenue opportunities, minimise service-credit liabilities, and support clients in becoming references where appropriate.

Requirements

• Proven background in client services management.
• Detailed understanding of ITIL above foundation level; ITIL v3 or later is preferred.
• Understanding of SIAM and the technologies used to deliver services.
• Experience working for an outsourcing organisation.
• Excellent communication skills with customer and technical audiences.
• Ability to listen, influence, and make decisions.
• Ability to develop and deliver Service Improvement Plans.
• Knowledge of the UK public sector, specifically UK police forces.
• Pre-existing right to work and travel within the EU; documentary evidence is required. Offers are subject to satisfactory vetting and reference checks, and a DBS check may be required depending on the role.

Culture & Benefits

• Hybrid, technically home-based role with substantial client-office and NPS-office attendance and business travel.
• Single private medical cover, with optional family cover at additional cost.
• 25 days of paid holiday, including three company-nominated days, with the option to buy or sell up to five days.
• Life assurance worth four times basic salary and a group pension plan with employer contributions.
• Tax-efficient flexible benefits and equal-opportunity employment.