Senior Client Services Manager

Why This Job Matters

The Client Services Lead for the South West Police Force Alliance plays a critical role in shaping and delivering BT’s service strategy to support key public sector customers—currently Devon & Cornwall Constabulary and Dorset Police—with a vision for broader alignment across the policing sector. This role leads a dedicated service and delivery function, focused on achieving meaningful policing outcomes through a bespoke approach

This position is central to BT’s mission of providing trusted, high-impact services to UK emergency services. The Client Services Lead is accountable for end-to-end service delivery, including contractual outcomes, operational KPIs, project delivery, and continuous improvement initiatives. Through strong leadership, the role drives team performance and embeds a culture of customer-centricity, operational excellence, and innovation.

What You’ll be Doing:

• Develop and execute BT's service and delivery strategy for the South west Police forces, aligning with customer goals and collaborating with senior management to set overall client services strategy.
• Oversee the operational aspects of service delivery within the vertical, empowering the team to manage escalations, and ensuring prompt resolution of issues while maintaining alignment with service level agreements (SLAs).
• Lead and motivate a team of leaders and line managers supporting the service outcomes, fostering a culture of excellence, collaboration, and continuous improvement, while ensuring the development and alignment of team members to drive customer-centric outcomes.
• Innovate and develop new ways to achieve high levels of customer loyalty and satisfaction within the customer base, driving continuous improvement and transformational plans to meet evolving customer needs.
• Manage the financial aspects of service delivery within the vertical, including cost-to-serve analysis, budget allocation, and accountability for revenue targets and cost reduction initiatives.
• Lead processes aligned with the group including change management, service governance and assurance, risk and data management.
• Operate as an SME within own field of expertise, managing commercial and operational aspects of bids on managed service opportunities from new and existing customers, proposing potential ideas for service and ensuring that the customer service expectations can be met.
• Lead consistency with security and compliance policies and procedures within service/solution operation scope, ensuring compliance to internal and external regulations.
• Lead the implementation of continuous improvement opportunities to improve the service management team processes, such as first-time fix rates through better process, technology and management.

Skills We Require Of You:

• Demonstrate ability to lead and motivate a team effectively, fostering a culture of excellence, collaboration, and continuous improvement.

• Exceptional communication skills, with the ability to communicate effectively at all levels, from C-suite executives to mid-management
• Strong strategic thinking and planning abilities, with the capability to develop and execute BT's service and delivery strategy for the designated vertical, aligning with customer goals and business objectives.
• stakeholders, ensuring alignment of vision and objectives.
• Advanced problem-solving skills, including the ability to analyze complex situations, identify root causes of issues, and develop effective solutions to address them promptly and efficiently.
• Strong financial acumen, with the capability to manage the financial aspects of service delivery within the vertical, including cost-to-serve analysis, budget allocation, and accountability for revenue targets and cost reduction initiatives. Managing customer base with revenue £20M+
• Experience in providing input into sales business development strategies, shaping sales opportunities to align with customer requirements and solving their business problems effectively.

What we'd like to see on your CV:

• Extensive experience within a Service or Delivery organization
• ITIL 4 Certification: Certification in ITIL 4 Foundation is essential, demonstrating a solid understanding of IT service management principles and practices.
• Experience with project management methodologies and techniques such as PMP, Prince 2, or Agile is preferred, indicating proficiency in managing complex projects and initiatives.
• Familiarity with quality improvement methodologies such as Six Sigma or Lean is advantageous, showcasing the ability to drive efficiency and effectiveness in service delivery processes.
• Experience with customer experience metrics such as Net Promoter Score (NPS) and other customer satisfaction measures is beneficial, demonstrating a focus on enhancing customer loyalty and satisfaction. Experience with XLAs desirable

Your Benefits:

• 15% on target bonus​
• BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%​
• From January 2025, equal family leave:  receive 18 weeks at full pay, 8 weeks at half pay and 26 weeks at the statutory rate. It’s for all parents, no matter how your family is made up.​
• Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more.​
• 25 days annual leave (not including bank holidays), increasing with service​
• 24/7 private virtual GP appointments for UK colleagues​
• 2 weeks carer’s leave ​
• World-class training and development opportunities​
• Option to join BT Shares Saving schemes.​

Flexible Working – BT have moved to a hybrid working – you can work from home 2 days per week. This means you’ll be at your contractual location 3 days a week.

Part time and job-share considered

Our leadership standards

Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.

Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.