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Lead the people, theÌýprocess,Ìýand the client relationships behind exceptional service.Ìý

As we grow,Ìýwe’reÌýlooking for a commercially minded, client-focused Client Services Delivery Manager to lead the engine room of our client experience. Reporting to the Chief Operating Officer, you will lead a multidisciplinary team across Client Partners, Internal Sales / Procurement and Pre-Sales – bringing leadership,ÌýstructureÌýand accountability to how we win,ÌýdeliverÌýand grow client value.

This is a pivotal role within our business.ÌýYou’llÌýown systems and processes that keep our offerings consistent, driveÌýproductisationÌýof our services, and uphold the quality standards behind our value-based offerings – all while building the kind of trusted client relationships that last.Ìý

If you thrive on balancing ‘people’ leadership with commercial discipline, enjoy turning good service into repeatable,ÌýproductisedÌýofferings, and genuinely care about client outcomes.ÌýWe’dÌýlove to hear from you.Ìý

What we provide:Ìý

At IT Integrity, we partner with our clients to deliver reliable, practical, and proactive IT services. We believe great client outcomes come from great people, clear standards, and a team culture built on accountability, collaboration, and continuous improvement.Ìý

When you join us,Ìýyou’llÌýbe part of a business that offers:Ìý

• A supportive and professional team environment.Ìý
• The opportunity to lead from the front and make a real commercial impact.Ìý
• A growing client portfolio with strong long-term relationships.Ìý
• Ongoing professional development and career growth.Ìý
• A business that values service quality, commercial excellence, and customer outcomes.Ìý

Key roles and responsibilities:Ìý

As the Client Services Delivery Manager, you willÌýbe responsible for:Ìý

• Leadership,ÌýmanagementÌýand accountability – lead, coach and develop a team of Client Partners, Internal Sales / Procurement and Pre-Sales, holding the function accountable for performance and client outcomes.Ìý
• Pre-Sales – oversee the pre-sales function, ensuring solutions are scoped accurately, commercially sound, and aligned to client needs.Ìý
• Sales Support & Procurement – lead internal sales support and procurement activity, ensuringÌýtimely,ÌýaccurateÌýquoting,ÌýorderingÌýand supplier engagement.Ìý

Admin & Quality – own the administrative and quality rhythm of the function, including PODs, reporting, QBRs, and Service Desk, Client Partner and Tech Lead activities.Ìý

• Relationship Management – build andÌýmaintainÌýstrong, trusted relationships with clients through regular engagement,ÌýreviewsÌýand proactive communication.Ìý
• ProductisationÌý– drive theÌýproductisationÌýof our services, turning offerings into clear, repeatable, scalable packages.Ìý
• System & Process Owner – act as the owner of the systems and processes underpinning client services, driving consistency,ÌýefficiencyÌýand continuous improvement.Ìý
• QA for value-based offerings – maintain quality assurance across our value-based offerings, ensuring they consistently deliver on their promised outcomes.Ìý
• Consulting – provide consulting, advisory and governance professional services to our customer base.Ìý

Experience required for a successful application:Ìý

• Proven experience in a client services, service delivery, accountÌýmanagementÌýor commercial leadership role, ideally within an MSP or IT services business.Ìý
• Demonstrated experience leading multidisciplinary teams across client-facing, salesÌýsupportÌýand pre-sales functions.Ìý
• Strong commercial acumen across pre-sales, quoting,ÌýprocurementÌýand supplier management.Ìý
• Exceptional client-facing skills, including QBRs, service reviews, expectationÌýmanagement,Ìýand relationship building.Ìý
• Experience owning systems,ÌýprocessesÌýand reporting cadences, with aÌýcontinuous improvementÌýmindset.Ìý
• Experience withÌýproductisingÌýservices or value-based offerings is highly desirable.Ìý
• Familiarity with PSA/ITSM and MSP platforms (e.g.ÌýAutotask, Kaseya suite,ÌýITGlue,ÌýHaloPSA, ConnectWise) is highly desirable.Ìý
• ExcellentÌýorganisational,Ìýcommunication,Ìýand problem-solving skills.Ìý
• A proactive, structured, and improvement-focused approach, with a genuine passion for client outcomes.Ìý

IfÌýyou’reÌýready to take ownership of client services delivery, lead a capable commercial team, and help shape a high-performing MSP operation,Ìýwe’dÌýlove to hear from you.Ìý