[ref. f05093618] Client Service Delivery Manager (Client Services) - Manchester
Why join us?:
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 exceptional 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.
This role has the opportunity to be based in any of our UK offices, with an opportunity for remote working, with the requirement to travel to any offices when needed.
Responsibilities:
Client Relationship:
- Act as a primary point of contact for the client, collaborating with the Client Relationship Partner (CRP) and vendor manager to understand and meet client priorities.
- Lead strategic account planning, ensuring input from relevant subject matter experts and stakeholders to meet client needs and improve internal efficiencies
- Champion continuous improvement projects, resolve issues quickly, and enhance the client experience while managing governance, documentation, and contractual requirements.
- Coordinate and manage stakeholder relationships, ensure aligned communication, and oversee the delivery of reporting and value-added elements like ESG and training
- Support client onboarding, ensuring a smooth transition to DWF, securing resources, and establishing contract governance.
- Implement best practices for project management, including planning, scope definition, and staffing for successful delivery.
- Oversee reporting, and scorecards, and address client issues promptly while maintaining communication across internal stakeholders.
- Identify training needs and work with the client to ensure necessary training is provided as part of the project.
Analyse Business Data:
- Collaborate with Finance, Business Intelligence, and operational teams to ensure contractual reports meet governance requirements.
- Analyse financial data (revenue, expenditures, budgets) to identify and improve profitability, working with the CRP.
- Monitor SLAs/KPIs, utilize data for efficiency planning, and collaborate with account management to enhance client satisfaction.
What will help you succeed in this role? :
Essential- Effective communication; influencing and engagement skills, both verbal and written together with an ability to tailor style and content accordingly.
- Experience in contract or service delivery management across a range of different clients and/or service provision.
- Strong organisation skills and strong commercial and financial acumen.
- Innovative mindset with advanced problem-solving skills in delivering creative solutions for clients with the ability to understand data, analytics, and MI.
- Ability to collate and analyse data effectively, identify issues in data and produce insight in a format relevant to the audience.
- Proactive and takes ownership of actions and drives others to adopt a collaborative way of working and be passionate about exceeding customer expectations to improve service levels.
- Ability to multi-task, delegate and direct complex work and prioritise effectively within tight delivery timescales.
- Understand the challenges of client contract delivery management.
- 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 – 7 years of business or legal experience
- Strong project management skills, including project planning, process orientation, reporting, resource management and budgeting.
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.
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