Senior Client Service Manager

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About the role

As the Senior Client Services Lead for PSBA, you will own the relationship with a high-profile customer, shaping service strategies that deliver against business objectives, contractual commitments and operational performance targets. You'll lead and inspire a cross-functional team, driving service excellence, continual improvement and customer-centric outcomes across a complex and strategically important contract. Working closely with senior stakeholders, including C-suite executives, you'll act as the voice of the customer, influence decision-making, and play a key role in delivering exceptional service and long-term customer success.

The successful candidate must be eligible for, and able to obtain and maintain, SC UK Government Security Clearance.

What you’ll be doing

• Lead the strategic direction and operational performance of the PSBA contract, ensuring delivery against customer objectives, contractual commitments, SLAs and business outcomes.
• Inspire and lead cross-functional teams, fostering a culture of collaboration, continuous improvement and customer-focused service excellence.
• Build trusted relationships with senior stakeholders, including executive-level customer and partner contacts, influencing decisions and driving alignment on priorities and outcomes.
• Drive service innovation, governance, risk management, compliance and continual service improvement to enhance customer satisfaction and operational effectiveness.
• Maintain accountability for commercial and financial performance, including revenue, budgets, cost optimisation, service assurance and support for managed service growth opportunities.

Essential Skills / Experience

• Extensive experience leading Service Management delivery within complex Managed Services environments, with strong knowledge of ITIL principles, governance, risk management, and continual service improvement.
• Proven ability to build and manage senior customer relationships, including influencing and engaging C-suite stakeholders, while leading cross-functional teams to deliver against contractual commitments, KPIs and SLAs.
• Excellent commercial and strategic leadership experience, including ownership of large-scale customer contracts, financial accountability, service performance management, and driving customer-focused outcomes.

Desirable Skills / Experience

• ITIL 4 Foundation certification and experience applying service management best practices to improve operational performance and customer satisfaction.
• Experience with project delivery methodologies such as Agile, PRINCE2 or PMP, supporting transformation, service improvement or complex customer initiatives.
• Knowledge of customer experience and continuous improvement frameworks, including XLAs, NPS, Lean or Six Sigma, with a track record of driving measurable service enhancements.

Our Package

Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life. You can design the package to suit you and your lifestyle. Your core benefits include:

• Company car scheme (or cash alternative)
• 15% on target annual bonus
• Private healthcare for you and your family
• Access to an online private GP 24/7 for you and your immediate family
• Market-leading paid carers leave with up to 2 weeks off
• Equalized maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay
• Discounted EE and BT products, including mobile and broadband
• Market leading Pension scheme – 5% from you and 10% from us
• Holiday purchase scheme

You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready.

Flexible Working
This role offers a 3 together, 2 wherever working model. This means you are required to be at your contractual location 3 days a week with 2 flexible days per week.

With over 180 years of heritage, BT Business has brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers in the UK

We’re a leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it’s not just the technology that matters, it’s what it can do to help them build stronger, smarter, more secure businesses.

We are Customer-First Challengers, who are Committed, Clear and Connected. We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.

As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.