Client Service Manager Edinburgh Hybrid Exception requires a Client Service Manager to join our expanding Service Management team. The Client Service Manager will work with specific clients, focusing on managing the delivery of our services to ensure we meet our contractual commitments, deliver a high-quality service, secure revenues, and meet client expectations. The specific responsibilities of the role include: Monitoring, reporting & optimising service delivery Maintaining client communications Managing service risk Ensuring client satisfaction Securing expected revenues Identifying opportunities for upsell The role will report to Exception s Head of Service Management. External Relationships The role will oversee the delivery relationship with agreed clients and programmes and be the primary contact for the client in all aspects of service management. Internal Relationships The key internal relationship will be with the Service Delivery function and teams however the role will also interface and collaborate closely with other Exception functions including Sales, Resourcing and Finance, playing a central coordinating role in the delivery of the service to the client. Location The role will be based in Exception HQ at the Gyle Edinburgh with a Hybrid working approach The essential skills and experience for this role are? Ideally, candidates will have previous service management experience in an IT services environment or have a background in sales or client management and be keen to make a move into service management. Either way, we will require a thorough understanding of the IT services delivery process and what is important in delivering outstanding client service, delivering on commitments, and at the same time managing resources and other aspects of service delivery to ensure services are delivered effectively and profitably. We will require the following key skills & attributes: Be confident, articulate, engaging, and able to instil confidence Well-developed communication and inter-personal to work with clients, key stakeholders, and colleagues at all levels Organised, diligent and able to manage a multi-client/project workload Good meeting organisation and facilitation skills, to achieve clear outputs High level of commercial awareness and business acumen Numerate with an understanding of project costing and financial monitoring (revenue & margin) Ability to create well-constructed written reports and presentations An 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 an ongoing 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. Monitor 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. Support identification and securing of additional sales and revenue opportunities, and contract renewals. 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 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 If you re interested in hearing more about this role please attach your CV or get In touch with the resourcing team at Exception