Overview
Senior Client Services Manager – Critical Networks (1 Braham Street, London, United Kingdom)
Job Req ID: 50168
Closing Date: 5th September 2025
Function: Managed Service
Location: London, able to commute into London 3 times per week with frequent travel to various customer sites across London
Clearance: Must be eligible to pass both SC and NPPV3 specific Police Force clearances.
Why this job matters
As our Senior Client Services Manager you’ll sit in Business UK – Service function, within our Managed Service team. The role will be based out of London with frequent travel to various customer locations in London therefore you’ll need to be in a commutable distance.
Ideally we’ll see you already acting and/or experienced in a C level/Senior Manager role.
You’ll be the gatekeeper of multiple managed service contracts servicing a major Police client whereby you’ll be accountable for the end to end Service and Delivery of the entire contract agreement.
Service delivery experience for critical national infrastructure is essential.
You’ll strategically shape BT's service and delivery strategies to meet customer goals and contractual SLAs with aspiration for wider alignment in the Policing sector leading a bespoke service and delivery organisation, delivering Policing outcomes. Being the accountable owner means building strong relationships both internally and externally, being the conduit and acting as the voice of the customer to our internal service and delivery teams.
People leadership is key, you’ll play a pivotal role in leading up to 3 direct reports and motivating a team of 500 operational and functionalised colleagues delivering services to the customer. The team will be accountable directly for BAU operational KPIs and projects, plus continual service improvement and organisational management.
This involves collaborating with internal and external stakeholders, including senior operational and delivery executives and C-suite executives at customer and partner organisations, to ensure alignment with BT's vision and customer requirements. The role focuses on driving operational excellence, resolving critical issues within the customer base, and fostering customer trust and alignment with business objectives, while also demonstrating strong leadership, communication, and analytical skills in managing complex accounts and driving customer outcomes.
Given the Critical National Infrastructure status of this customer you must be eligible to pass both SC and NPPV3 specific Police Force clearances. Therefore, being previously cleared is an advantage. Alternatively, we'll be looking for you to be eligible to meet the minimum clearance criteria; British National or UK Passport holder and UK residency for 5+ years, this clearance will be initiated by BT upon entry.
What you’ll be doing
- Strategic Leadership: Develop and execute BT's service and delivery strategy for the client, aligning with customer goals and collaborating with senior management to set overall client services strategy. Coach and mentor operational and technical management teams within the customer base.
- Operational Excellence and Escalation Management: 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).
- Team Leadership and Development: 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.
- Strategic Planning and Innovation: Innovate and develop new ways to achieve high levels of customer loyalty and satisfaction within the customer base, driving continuous improvement and transformation plans to meet evolving customer needs.
- Financial Management and Accountability: 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.
- Stakeholder Engagement and Communication: Effectively communicate and present at an executive level with gravitas and confidence, both internally with BT's front office and delivery teams, and externally with customers and partner organizations, ensuring alignment of vision, objectives, and outcomes.
- 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 you’ll have
- Leadership: Demonstrated ability to lead and motivate a large team effectively, fostering a culture of customer excellence, collaboration, and continuous improvement.
- Communication: Exceptional communication skills, with the ability to communicate effectively at all levels, from C-suite executives to mid-management, both internally within BT and externally with customers and partners.
- Strategic Thinking: 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.
- Relationship Management: Excellent relationship-building skills, with the capacity to cultivate and maintain strong relationships with customers, partners, and internal stakeholders, ensuring alignment of vision and objectives.
- Problem-Solving: 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.
- Financial Acumen: 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+
- Sales Enablement: Experience in providing input into sales business development strategies, shaping sales opportunities to align with customer requirements and solving their business problems effectively.
- Strategic Planning and Innovation: Proven ability to innovate and develop new approaches to achieve high levels of customer loyalty and satisfaction within the vertical, driving continuous improvement and transformational plans to meet evolving customer needs
Experience you’ll have
Must have
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Experience of Service Delivery for Critical National Infrastructure i.e. Emergency Services, Police Authorities, Utilities.
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Experience or proven exposure operating at C level/Senior Manager with senior stakeholder engagement (internal and external) Senior Managers, Directors and up to CIO at times.
- Extensive understanding of servicing within Critical National Infrastructure operational environment.
- Strong track record of matrix management and customer relationship management.
- Extensive experience within a Service or Delivery organisation.
- Given the Critical National Infrastructure status of this customer you must be eligible to pass both SC and NPPV3 specific Police Force clearances.
Nice to have
- ITIL 4 Certification: Certification in ITIL 4 Foundation is essential, demonstrating a solid understanding of IT service management principles.
- Project Management Experience: Experience with project management methodologies and techniques such as PMP, Prince 2, or Agile is preferred, indicating proficiency in managing complex projects and initiatives.
- Quality Improvement Methodologies: 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.
- Customer Experience Metrics: 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
What’s in it for you
- On target bonus – up to 15%
- 25 days annual leave (not including bank holidays), increasing with service
- Car allowance – £5,500 per annum
- BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
- Discounted BT products including up to 50% off EE for you, friends & family, discounted broadband and TV
- 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
- 24/7 private virtual GP appointments for UK colleagues
- 2 weeks paid carer’s leave
- Option to join BT Shares Saving schemes
IMPORTANT: Before applying for this role, please make sure you have the right to work in the country where the role is based. Unless it clearly stipulates within in the job advert above that the hiring company is looking to or able to sponsor applicants it is deemed that the hiring employer will only consider applications from those able to comply with and work in the country where the role is based.
