Senior Client Service Manager

Location: Cardiff, United Kingdom; hybrid 3 together, 2 wherever model, with 3 days per week required at the contractual location. Eligibility for and ability to obtain and maintain SC UK Government Security Clearance is required.

Salary: Competitive; 15% on-target annual bonus.

Company

BT Business provides secure connectivity and collaboration platforms to 1.2 million business customers across the UK, including businesses and government departments.

What you will do

• Lead the strategic direction and operational performance of the PSBA managed services contract.
• Ensure delivery against customer objectives, contractual commitments, SLAs, KPIs, and business outcomes.
• Lead and inspire cross-functional teams while promoting collaboration, service excellence, and continual improvement.
• Build trusted relationships with senior customer and partner stakeholders, including C-suite executives.
• Drive service innovation, governance, risk management, compliance, and customer satisfaction improvements.
• Own commercial and financial performance, including revenue, budgets, cost optimization, service assurance, and managed service growth support.

Requirements

• Extensive experience leading service management delivery in complex managed services environments.
• Strong knowledge of ITIL principles, governance, risk management, and continual service improvement.
• Experience managing senior customer relationships and influencing C-suite stakeholders.
• Experience leading cross-functional teams against contractual commitments, KPIs, and SLAs.
• Commercial and strategic leadership experience with large-scale customer contracts and financial accountability.
• Must be eligible for and able to obtain and maintain SC UK Government Security Clearance.

Nice to have

• ITIL 4 Foundation certification.
• Experience with Agile, PRINCE2, or PMP project delivery methodologies.
• Knowledge of XLAs, NPS, Lean, or Six Sigma frameworks and measurable service improvement experience.

Culture & Benefits

• Company car scheme or cash alternative.
• Private healthcare, online private GP access, and optional dental and gym benefits.
• Paid carers leave of up to two weeks.
• Equalized maternity, paternity, and adoption leave.
• Pension contributions of 5% from the employee and 10% from BT.
• Holiday purchase scheme and discounts on EE and BT products.