Client Service Manager

Client Service Manager 




Exception requires an experienced  Client Service Manager to join our expanding Client Service Management team. The Client Service Manager will work with specific clients to:

  • Ensure the delivery of our services to meet our defined commitments

  • Achieve delivery of a high-quality service

  • Secure revenues and the future extension opportunity within the Client

  • Meet client expectations

  • Gain Client testimony to evidence our success and create the client to be an ambassador for us wherever possible 


The essential skills and experience for this role are?

Ideally, candidates will have previous service management experience in an IT services and consulting environment and have a background in sales or client management. You should have been in a similar role for a minimum of 5 years. You will require a thorough understanding of the IT services delivery process and what is important in delivering outstanding client service.


We will require the following key skills & attributes:

  • Good communication skills evident

  • Planning and organising

  • Experience of managing a multi-client/project workload.

  • High level of commercial awareness

  • Business development acumen

  • Exhibit a good understanding of project costing and financial monitoring (revenue & margin)

  • Ability to create well-constructed written reports and presentations.

  • Attention to detail 

  • Proficient in the use of MS Office tools and Teams


What are the responsibilities? 

  • Establish and operate appropriate service monitoring, reporting and governance processes on a continual basis to meet client/project needs in line with Exception standard approaches and requirements.

  • Serve as the primary contact and client liaison during delivery of service, maintaining regular contact with the client, providing updates and reports in line with service commitments.

  • Support service delivery teams to manage the service delivery process and resources in line with contractual requirements and financial constraints.

  • Manage any sub-contract or 3rd party vendor service provision in relation to client services.

  • Manage cost elements within service/project profit & loss, driving efficiencies while maintaining service quality.

  • Work to maintain and grow client relationships while ensuring ongoing client service.

  • Lead the identification and securing of additional revenue opportunities, and contract renewals.

  • Create Client plan and manage client accordingly.

  • Identify areas for service improvement, oversee implementation of resulting change, and measure the level of improvement.

  • Travel to and work from Exception offices and client sites across the UK as required.



The role will be based at our offices in the Gyle, Edinburgh complimented with a Hybrid working approach 


Employee Benefits

  • As well as all the usual stuff (competitive salary, pension, holidays etc.), here are some of the benefits you can take advantage of when you join our team.

  • An extra day off to celebrate your birthday (it is an important day after all)

  • The option to take a couple of days leave to support a charity or a community initiative of your choice, paid for by us

  • Full Private Medical Healthcare which can also cover your family if you wish

  • Yearly flu inoculation and any covid-19 top-ups available privately

  • Life Insurance

  • Enhanced parental pay

  • Cycle to work scheme

  • Opportunities to learn and develop and gain appropriate accreditations

  • A culture that promotes respect, creativity, openness and is inclusive for all

  • The opportunity to excel at what you do