Client Service Delivery Manager

About Us

Boss Consulting, founded in 2018, has rapidly become a leading provider of project management consulting services with an extensive network of experienced consultants and some amazing clients. We specialise in supporting business with their technology transformation journeys, delivering customised solutions to help businesses achieve their goals. Our expertise with leading technology providers enables us to streamline operations, transform processes and technology, and deliver digital strategies. We are experiencing rapid growth and are looking for an experienced Client Service Delivery Manager to join our team for the next phase of our mission.

The Role

We're looking for an experienced and customer-focused Client Service Delivery Manager to join our team and take ownership of the operational delivery of client engagements across our ERP-centred transformation and consulting portfolio. Sitting at the intersection of project management, service delivery management and account management, you'll be the day-to-day link between our sales and delivery teams and our client's procurement teams, making sure resources are deployed effectively, contracts are delivered against commitments and SLA terms, the right resources are deployed, quality is maintained, and every engagement runs to a high and consistent standard.

This is a hybrid role: part project delivery, part service management, part commercial stewardship. Where you will work closely with the sales and delivery teams on resourcing and growth opportunities, with delivery leadership on quality and performance, and with the wider business supporting the continuous improvement initiative of how we operate.

Key Responsibilities

Account Management & Client Engagement

• Build and maintain strong relationships with client stakeholders across assigned accounts.
• Act as a trusted day-to-day contact for client commercial, resourcing and engagement-related matters.
• Support account planning activities and contribute to account growth strategies.
• Identify opportunities for additional services, specialist consulting support and project extensions within existing client engagements.
• Work closely with leadership to support client reviews, renewals, statement of work discussions and commercial negotiations.
• Maintain a clear understanding of client priorities, challenges and upcoming demand to support proactive account management.

Sales Support & Business Development

• Support the sales team in developing proposals, statements of work, capability presentations and client responses.
• Coordinate bid inputs from consulting teams and ensure submissions are professional, accurate and aligned to client requirements.
• Assist in identifying and qualifying new opportunities within existing and prospective accounts.
• Track and report on sales pipeline activity, resource demand and upcoming opportunities.
• Support client meetings, account reviews and business development activities as required.
• Work with consultants and delivery teams to articulate the value of our services and capabilities within client environments.

Resource Management & Consultant Engagement

• Support the identification, allocation and mobilisation of consultants across client engagements.
• Work with delivery leads to understand future resource requirements and identify suitable internal or external capability.
• Coordinate consultant onboarding activities, including client approvals, contract administration and engagement set-up.
• Monitor consultant utilisation and availability, helping to align resource supply with client demand.
• Develop relationships with associate consultants and external partners to support future staffing requirements.
• Support recruitment and consultant selection activities where required.

Commercial & Contract Support

• Assist in the preparation, administration and management of Statements of Work (SoWs), change requests, purchase orders and client contracts.
• Support client invoicing processes and ensure commercial records remain accurate and up to date.
• Track contract renewals, extensions and key commercial milestones.
• Monitor engagement performance against agreed commercial objectives and highlight risks or opportunities.
• Work with leadership teams to maintain accurate forecasting and resource planning information.

Delivery Coordination & Client Success

• Support delivery teams with engagement tracking, reporting and client communications.
• Help maintain visibility of key milestones, dependencies, risks and actions across client engagements.
• Ensure client requests, escalations and issues are coordinated and resolved in a timely manner.
• Contribute to client satisfaction monitoring and support continuous improvement activities across engagements.
• Facilitate effective collaboration between sales, delivery and client stakeholders.

Operational Excellence

• Support the ongoing development of internal processes, tools and ways of working.
• Improve reporting, resource tracking and account management practices across the business.
• Contribute to continuous improvement initiatives aimed at enhancing client experience and operational efficiency.
• Help maintain CRM, resource management and business management systems to ensure high-quality management information.

What We're Looking For...

Essential Experience

• Experience in an Account Management, Resource Management, Client Services, Sales Support, Recruitment, Professional Services or Consulting Operations role.
• Experience working within a technology consulting, systems integration, managed services or specialist resourcing environment.
• Strong client-facing skills with the ability to build trusted relationships at multiple stakeholder levels.
• Experience supporting proposals, Statements of Work, contracts and commercial discussions.
• Experience coordinating consultants, contractors or project resources across client engagements.
• Strong organisational and coordination skills with the ability to manage multiple priorities simultaneously.
• Commercial awareness and understanding of how utilisation, revenue and client satisfaction contribute to business performance.
• Desirable Experience
• Working knowledge of SAP, Microsoft 365, Dynamics 365, Power Platform, Azure, Oracle or related enterprise technology ecosystems.
• Understanding of business transformation, ERP implementation or technology-enabled change programmes.
• Experience working with contract and permanent consultants within a professional services environment.
• Familiarity with CRM, resource management and professional services automation tools.

Personal Attributes

We are seeking an individual who is:

• Commercially aware and motivated by helping clients and the business succeed.
• Relationship-focused, with the confidence to engage professionally with clients, consultants and senior stakeholders.
• Highly organised, proactive and able to manage multiple priorities in a fast-paced consulting environment.
• Comfortable balancing client needs, consultant availability and business objectives.
• Collaborative and team-oriented, with a strong service mentality.
• Adaptable, pragmatic and solution-focused.
• Confident working independently within a small and growing consultancy.
• Motivated by building long-term client relationships and contributing to business growth.

Joining Boss Consulting offers the opportunity to:

• Work on high-profile digital, data, and ERP transformation programmes across a range of sectors.
• Benefit from close mentorship and coaching from experienced consultants and programme leaders.
• Play a key role in shaping and enhancing our capabilities and frameworks as the business continues to grow.
• Be part of a culture built on trust, professionalism, collaboration, and delivery excellence.
• Access clear career progression opportunities within a growing consultancy, with support for your professional development and long-term ambitions.
• Competitive starting salary of £45,000 per annum, with performance-related bonus opportunities.
• Optional company pension scheme.
• Enjoy 20 days annual leave, increasing with length of service and career progression. To support our annual 2.5-week Christmas and New Year business shutdown, 3 days of annual leave are allocated towards this period, allowing employees to enjoy an extended festive break without impacting the remainder of their entitlement.
• Access to wellbeing benefits through My Staff Shop.
• An inclusive, diverse workplace with hybrid working built in.
• A supportive culture that values personal growth, wellbeing, and professional development.

Boss Consulting is an equal opportunities employer. We welcome applications from all suitably qualified candidates regardless of background.