Head of Client Services
$80,000–$90,000 year
RemoteUnited Kingdom
Job Summary
Lead and grow the Client Services function, line managing the Customer Success Manager and AI Adoption Lead(s) with coaching and performance management. Own the operating model, KPIs, reporting adoption, client satisfaction, benefits tracking, and service performance. Act as the senior benefits realisation lead, engaging Client SROs, S151 Officers, Finance Directors, and senior leadership to agree projections and validate savings. Establish and maintain Strategic Benefits Realisation Agreements for every programme, re-agreeing at key milestones and translating performance data into strategic value. Represent ICS.AI at senior client governance forums including Steering Groups, Programme Boards, and MTFP planning sessions. Serve as the senior escalation point for client relationships, supporting renewals, programme extensions, and QBRs. This newly created dual-mandate role reports to the Director of Delivery, positioning you alongside the Head of Projects and Head of Product to shape how we deliver and demonstrate value at scale.
Required Qualifications
- 5+ years in a senior delivery, transformation or client-facing role within technology or professional services
- A track record of leading benefits realisation within complex technology or organisational change programmes
- Confidence engaging C-suite, Director-level or senior public sector stakeholders on financial and strategic outcomes
- People leadership experience, coaching, performance management and developing specialist delivery teams
- A background in AI, digital or technology-enabled transformation
- Fluency with benefits frameworks (Managing Benefits, MSP, OGC Gateway or equivalent)
- local government finance and MTFP planning
Desired Qualifications
- public sector experience
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