Client Services Delivery Manager

Lead the people, the process, and the client relationships behind exceptional service. 

As we grow, we’re looking 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, structure and accountability to how we win, deliver and grow client value.

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

If you thrive on balancing ‘people’ leadership with commercial discipline, enjoy turning good service into repeatable, productised offerings, and genuinely care about client outcomes. We’d love to hear from you. 

What we provide: 

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. 

When you join us, you’ll be part of a business that offers: 

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

Key roles and responsibilities: 

As the Client Services Delivery Manager, you will be responsible for: 

• Leadership, management and 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. 
• Pre-Sales – oversee the pre-sales function, ensuring solutions are scoped accurately, commercially sound, and aligned to client needs. 
• Sales Support & Procurement – lead internal sales support and procurement activity, ensuring timely, accurate quoting, ordering and supplier engagement. 

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

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

Experience required for a successful application: 

• Proven experience in a client services, service delivery, account management or commercial leadership role, ideally within an MSP or IT services business. 
• Demonstrated experience leading multidisciplinary teams across client-facing, sales support and pre-sales functions. 
• Strong commercial acumen across pre-sales, quoting, procurement and supplier management. 
• Exceptional client-facing skills, including QBRs, service reviews, expectation management, and relationship building. 
• Experience owning systems, processes and reporting cadences, with a continuous improvement mindset. 
• Experience with productising services or value-based offerings is highly desirable. 
• Familiarity with PSA/ITSM and MSP platforms (e.g. Autotask, Kaseya suite, ITGlue, HaloPSA, ConnectWise) is highly desirable. 
• Excellent organisational, communication, and problem-solving skills. 
• A proactive, structured, and improvement-focused approach, with a genuine passion for client outcomes. 

If you’re ready to take ownership of client services delivery, lead a capable commercial team, and help shape a high-performing MSP operation, we’d love to hear from you.