Senior Client Services Manager , Exeter, United Kingdom)

## Lead Critical Service Delivery for UK Policing: A Client Services Lead Opportunity This is an exciting opportunity for a strategic and experienced leader to make a significant impact on public safety and service delivery within the UK's policing sector. As the Client Services Lead for the South West Police Force Alliance, you will be instrumental in shaping and executing BT's service strategy, directly supporting vital organizations like Devon & Cornwall Constabulary and Dorset Police. This role offers a chance to be at the forefront of innovation in public sector technology services, driving meaningful policing outcomes through a bespoke and customer-centric approach. If you are passionate about leveraging technology to enhance emergency services and possess a proven track record in service leadership, this position presents a compelling career advancement. ### Advantages for Potential Candidates: * **High-Impact Public Sector Role:** Directly contribute to the operational effectiveness of essential public services. Your work will have a tangible and positive effect on community safety and law enforcement. * **Strategic Leadership:** You will be responsible for developing and executing BT's service and delivery strategy, influencing senior stakeholders and shaping the future of technology services for police forces. * **Team Empowerment and Development:** Lead and mentor a team of managers, fostering a culture of excellence, collaboration, and continuous improvement. This is an opportunity to build and inspire high-performing teams. * **Innovation and Transformation:** Drive the development of new solutions and approaches to enhance customer loyalty and satisfaction. You'll be empowered to implement transformational plans to meet evolving customer needs. * **Financial Management and Commercial Acumen:** Gain valuable experience in managing significant financial aspects of service delivery, including budget allocation, cost-to-serve analysis, and revenue targets for a substantial customer base (£20M+). * **Career Growth and Development:** BT is committed to professional growth, offering world-class training and development opportunities. This role provides a platform to deepen your expertise in IT service management, project management, and quality improvement methodologies. * **Comprehensive Benefits Package:** Enjoy a competitive salary with a 15% on-target bonus, a strong pension scheme, generous annual leave, and a robust benefits package that includes enhanced family leave, virtual GP appointments, and various share saving schemes. * **Flexible Working:** BT embraces a hybrid working model, allowing for 2 days of remote work per week, offering a healthy work-life balance. Part-time and job-share arrangements are also considered. ### Key Considerations for Your Career Path: * **Strategic Service Delivery Focus:** The role demands a strong understanding of end-to-end service delivery, including contractual obligations, operational KPIs, project management, and continuous improvement. * **Leadership and Communication Excellence:** Proven ability to lead and motivate teams is paramount. You will need exceptional communication skills to engage effectively with stakeholders at all levels, from senior executives to operational teams. * **Problem-Solving Prowess:** The ability to analyze complex situations, identify root causes, and implement swift, effective solutions is critical for ensuring smooth service operations. * **IT Service Management Expertise:** A solid foundation in ITIL 4 (Foundation certification is essential) is required. Familiarity with project management methodologies (PMP, Prince 2, Agile) and quality improvement techniques (Six Sigma, Lean) will be highly beneficial. * **Customer-Centric Mindset:** A deep commitment to customer satisfaction and loyalty is key. Experience with customer experience metrics like NPS will be advantageous. * **Commercial Awareness:** The role requires an understanding of commercial aspects, including bid management and aligning service offerings with sales strategies to solve customer business problems. * **Security and Compliance:** Adherence to security and compliance policies is non-negotiable, ensuring robust service operations within regulated environments. This Client Services Lead position represents a significant opportunity for ambitious professionals to shape the future of technology services within the vital UK policing sector. If you are driven by impact, excel in leadership, and thrive in a dynamic, customer-focused environment, we encourage you to explore this rewarding career path.