The Director, Client Service Management is accountable for performance, governance and delivery of partner service agreements across multiple markets, enabling the strategic outcome defined in organisations plans.
This role is a key part of the Global Delivery Office (GDO), ensuring partner commitments are delivered through effective governance, strong stakeholder alignment, and disciplined execution.
Strategic Direction & Vision
- Drive and execute the direction for Partner Service Management in line with the Global Delivery Office (GDO) priorities
- Align partner service management with business plans, priorities, and roadmaps
- Maintain awareness of market, technology and partner landscape to identify improvement opportunities
Leadership
- Lead within a matrix organisation across internal teams, markets, vendors, and partners
- Ensure effective deployment of people and capability to meet business priorities
- Lead and develop direct reports, with accountability for performance and team effectiveness
- Strengthen capability in governance, delivery assurance and partner management
Financial & Commercial Accountability
- Own financial oversight across partner agreements, including forecasting, cost control, and performance tracking
- Ensure changes to scope, cost, and timelines are governed and understood
- Provide challenge on commercial decisions to protect value and improve outcomes
Delivery & Partner Service Performance
- Own delivery and performance of partner service agreements against KPI’s, financial targets and business commitments
- Oversee delivery of complex programs and projects ensuring alignment to scope, budget, schedules and governance during M&A phase
- Oversee financial performance across programmes including forecasting and tracking
- Lead governance forums ensuring clear visibility of progress, risks, and decisions to relevant stakeholders
- Support escalations and drive resolution of major delivery and performance issues
Governance & Process Management
- Accountable for the effective application of the partner governance framework
- Drive continuous use of governance tools, methods, processes, change and quality across partnership
- Identify gaps in governance and oversight and implement improvements
Stakeholder Management
- Build and lead on effective relationships with relevant senior stakeholders across the organisation
- Align commercial, technical and operational teams on partner commitments
- Act as an escalation point for delivery, commercial, and operational issues
- Represent Partner Services in governance and management forums
Communication & Decision Support
- Ensure clear, timely decision-support information for governance forums
- Oversee flow of key updates, risks and issues between delivery team governance bodies
- Provide concise portfolio insight to senior leadership, stakeholders and governance forums
Required Experience
- Significant experience leading delivery of technical, products, platforms, or services in telecoms, cable, and or similar environments
- Proven track record in partner or client service management in multi-party delivery models
- Strong understanding of governance, operating models and delivery frameworks in global organisations
- Experience managing large, multi-year service agreements across operations, third-party support, and commercial agreements
- Demonstrable experience managing cross-functional dependencies and driving resolution in complex environments
- Strong commercial and financial acumen including budgeting forecasting and cost/value management
Skills & Attributes
- Operates effectively in a global matrix global matrix environment
- Proven ability to influence and align senior stakeholders
- Strong commercial judgement with ability to challenge and protect value
- Clear communicator, able to simplify complex issues into actionable insight Strong focus on delivery outcomes and quality
- Fluent English speaker; additional European languages advantageous
- manageable to work across technical, product and delivery teams across complex partner environments
Qualifications
- Degree level education or equivalent experience
- Relevant professional qualifications (e.g. project management, ITIL, PRINCE2,). Beneficial