Client Services Manager

About the Role

Xtreme Protection Group (XPG) is seeking an experienced and highly capable Client Services Manager – Security Services to manage a portfolio of high-profile security contracts across the ACT and surrounding region.

This is a key leadership position within our Security division, with responsibility for both client relationship management and operational service delivery across a diverse portfolio of government, Defence, industrial and corporate environments.

The Client Services Manager will act as the primary relationship manager for assigned clients while maintaining oversight of the day-to-day performance of their contracts. You will work closely with Site Supervisors and frontline security personnel to ensure contractual requirements, service standards, compliance obligations and client expectations are consistently achieved.

This is not a purely office-based account management position. We are looking for a visible, hands-on manager who is comfortable engaging with senior client stakeholders, attending operational sites, supporting supervisors and frontline teams, resolving operational issues and taking ownership of contract performance.

Key Responsibilities

The Client Services Manager will be responsible for:

• Managing a portfolio of security services contracts across government, Defence, industrial and corporate environments.

• Acting as the primary operational and relationship contact for assigned clients.

• Developing strong, professional and trusted relationships with client representatives and key stakeholders.

• Maintaining oversight of contract performance, KPIs, service levels and client-specific requirements.

• Leading, supporting and holding accountable Site Supervisors and frontline security personnel.

• Conducting regular site visits, operational reviews, inspections and client meetings.

• Proactively identifying client requirements, service risks and opportunities for improvement.

• Monitoring staffing levels, rosters, attendance and workforce coverage to ensure reliable service delivery.

• Coordinating responses to short-notice absences, incidents, operational changes and emerging client requirements.

• Ensuring personnel are appropriately inducted, trained, licensed, cleared and competent for their assigned duties.

• Ensuring compliance with company policies, site procedures, SOPs, SWMS, WHS requirements and relevant legislation.

• Reviewing incidents, complaints and service failures and ensuring appropriate investigations and corrective actions are completed.

• Managing client feedback and ensuring issues are addressed promptly and professionally.

• Identifying opportunities to improve service quality, operational efficiency and overall contract performance.

• Supporting the mobilisation and implementation of new contracts and additional services.

• Working closely with senior management, administration, rostering and other business functions to ensure effective service delivery.

• Supporting employee performance management, investigations and workforce matters where required.

• Preparing and maintaining client reports, operational documentation and contract records.

• Contributing to contract retention, organic growth and the ongoing development of client relationships.

About You

We are looking for an experienced security professional who can take genuine ownership of both client relationships and operational outcomes.

You will ideally have:

• Demonstrated experience in security operations management, client services, contract management or a similar operational leadership role.

• Experience managing multiple sites, contracts or operational teams.

• Experience working within government, Defence, critical infrastructure, major projects or other security-sensitive environments.

• Strong client relationship and stakeholder-management capabilities.

• Excellent leadership and people-management skills.

• Strong knowledge of the security industry and professional guarding operations.

• The ability to manage competing priorities across multiple contracts and clients.

• A practical, solutions-focused approach to operational challenges.

• Strong written and verbal communication skills, including the ability to communicate effectively with senior client stakeholders.

• Experience managing incidents, complaints, investigations and corrective actions.

• Sound understanding of WHS, risk management, security compliance and operational governance.

• Strong organisational, reporting and administrative capabilities.

• The confidence to work autonomously and take accountability for client and operational outcomes.

You will be someone who understands that strong client management is built on reliable operational delivery, proactive communication and ownership of issues through to resolution.

Essential Requirements

Applicants must:

• Hold a current Australian Government NV1 security clearance or higher, or hold a clearance that is eligible for reinstatement.

• Hold, or be eligible to hold, the appropriate ACT security licence.

• Hold a current Australian driver's licence.

• Be able to successfully complete all required employment, background and security screening.

• Be willing and able to attend government, Defence and other security-sensitive client sites.

• Be available for occasional after-hours attendance where operational circumstances require management support.

Due to the nature of the contracts managed by this position, the NV1 security clearance requirement is essential. Applicants who have not previously held an NV1 or higher Australian Government security clearance will not be suitable for this position.

Why Join XPG?

XPG is an Australian-owned security services provider delivering security solutions across a growing portfolio of government, Defence, commercial, industrial and major project environments.

This role provides the opportunity to take ownership of a significant client portfolio and play an important role in the continued growth and development of our Security division.

You will join a business that values:

• Client partnerships – developing trusted, long-term relationships with our clients.

• Operational accountability – taking ownership and delivering what we commit to.

• Professional service delivery – maintaining high standards across every contract and site.

• Strong leadership – supporting our people while maintaining clear expectations and accountability.

• Continuous improvement – proactively identifying better ways to deliver our services.

For the right candidate, this is an opportunity to take on a senior client-facing role with genuine responsibility and autonomy, managing high-profile security contracts and having a direct influence on service delivery and client outcomes.

Apply Now

If you are an experienced security professional with strong operational and client-management capabilities, and you hold a current or re-instatable NV1 security clearance or higher, we would like to hear from you.

Please submit your resume and a brief cover letter outlining your relevant security, contract management and client services experience.

Xtreme Service Holdings is an Equal Opportunity Employer and promotes equality and diversity. Indigenous Australians and candidates of all backgrounds are encouraged to apply.