Client Service Delivery Manager (Client Services)

Job description

Overview

We are seeking a dynamic Client Contract Delivery Manager (CCDM) to oversee a portfolio of specific client contracts.

This role is crucial for ensuring a consistent and remarkable client experience.

You will maintain an overview of client relationships to identify and implement improvements, manage areas of risk, and resolve issues promptly.

The CCDM is responsible for partnering with operational delivery leads to meet and report on all deliverables, SLAs, and KPIs and forms part of the client leadership team in supporting retention and growth.

The successful candidate will join a diverse, highly motivated and respected team and will work collaboratively with colleagues, key stakeholders at all levels and clients to deliver positive outcomes.

This role can be based in any of our UK offices, with remote working available, with a requirement to travel to any DWF or client office location when needed.

Responsibilities

• Client Relationship
  • Act as a primary point of contact for the client, collaborating with the Client Relationship Partner (CRP) and key stakeholders to understand and meet client priorities.
    
    
  • Support strategic account planning, working with the account management team and stakeholders to identify client needs and potential opportunities for growth.
    
    
  • Champion continuous improvement projects, resolve issues through implementation of innovative solutions to enhance the client experience.
    
    
  • Manage client relationships and general contract ensuring delivery, mitigating risks, facilitating key connections.
    
    
  • Maintain and improve governance, documentation to comply with contractual requirements.
    
    
  • Oversee the delivery of client reporting and value-added elements like ESG and training.
    
    
• Contract Management
  • Accountable for overall contract management for the client throughout the client journey; support onboarding, ensuring a smooth transition to DWF, securing resources, and establishing contract governance.
    
    
  • Implement best practices and oversee the delivery of continuous service improvement projects including planning, scope definition, and success/benefit criteria throughout delivery.
    
    
  • Oversee reporting and scorecards and address client issues promptly while maintaining communication across internal stakeholders, escalating where necessary.
    
    
  • Identify training needs in relation to all aspects of service delivery and work with the client and operational leads to ensure necessary training is provided.
    
    
  • Work with and support the contract management team to identify common themes in relation to issues in service delivery and implement solutions to improve performance and profitability.
    
    
• Analyse Business Data
  • Collaborate with Finance, Business Intelligence (BI), and operational teams to identify issues and ensure contractual reports meet governance requirements, working with key stakeholders to implement solutions, improve performance and meet deliverables.
    
    
  • Analyse financial data (revenue, expenditures, budgets) to identify opportunities, working with the CRP and operational leads to improve profitability.
    
    
  • Understand and monitor SLAs/KPIs, use data for efficiency planning, and collaborate with stakeholders to improve client satisfaction.
    
    

What will help you succeed in this role?

Essential

• Effective communication across all stakeholder groups; influencing and engagement skills, both verbal and written together with an ability to tailor style and content accordingly.
  
  
• Client facing experience in contract or service delivery management across a range of clients and/or service provisions.
  
  
• Strong organisation.
  
  commercial and financial skills.
  
  
• Innovative and analytic mindset with proven experience in advanced problem-solving, in delivering creative solutions for clients with the ability to understand financial and contractual performance data.
  
  
• Ability to coordinate and assess all aspects of the contractual data provision effectively.
  
  Working with the operational leads and BI team to identify and resolve issues and produce insight in a format relevant to the audience.
  
  
• Solution-focused, taking ownership and accountability (where appropriate) of actions driving others to adopt a collaborative way of working.
  
  
• Ability to multi-task, prioritise frequently, delegate and direct complex work effectively within tight delivery timescales.
  
  
• Understand the challenges of client contract delivery management.
  
  
• Passionate about exceeding customer expectations to improve service levels.
  
  

Desirable

• Experience working with Procurement teams or Vendor Management contacts in client organisations, experience working with in-house legal teams is desirable but not essential.
  
  
• Experience: 4+ years of business, with specific focus on client facing interactions.
  
  
• Effective proven management skills, including project planning, process orientation, reporting, resource management and all aspects of financial hygiene.
  
  

What we offer

We are committed to ensuring that each member of our team feels valued and duly rewarded during their time at DWF.

We are an equal opportunities employer that celebrates diversity and we are committed to creating an inclusive environment for all.

We aim to create a positive experience for all candidates and offer any adjustments or additional support needed.

If you're excited about the opportunity but your experience doesn’t align perfectly with all the requirements, please apply anyway.

You may be the right candidate for the role or others across the wider team.

About Us

DWF is a leading global provider of integrated legal and business services.

Our approach delivers efficiency, price certainty and transparency for our clients across the world without compromising on quality or service.

Our purpose is to deliver positive outcomes with our colleagues, clients and communities and we foster a culture that places our colleagues at the centre of all that we do.

Required Skill Profession

Customer Service