Director of Client Services

Director of Client Services

locations :
United Kingdom - Manchester :
United Kingdom time type :
Full time posted on :
Posted 4 Days Agojob requisition  : R51014 Omegro Business Unit : VBU - Veridian

The Client Services Director role holder is responsible for proactively managing all aspects of service delivery. Providing leadership and supporting others to lead as needed within the team ensuring service standards internally across the team and externally to customers are maintained at a high level and continually improved. The Client Services Director will be responsible for ensuring exceptional service quality and seamless customer journeys across support, professional services and managed services engagements.

With a strong focus on strategic leadership, operational excellence, and customer satisfaction, this role will unite technical service delivery, customer experience management, and professional services under one cohesive strategy, driving customer retention, growth, and value realization.

• A proactive support model, Problem Management, and Service Management best practices.
• A growth strategy for Professional Services, ensuring revenue expansion through scalable, repeatable service offerings and optimised resource utilisation.
• A data-driven, customer-focused culture, improving customer retention, satisfaction, and expansion opportunities.

The role holder must demonstrate full understanding of the business KPIs and ratios, relevant cruise market knowledge, the technology, the customers and their needs including contracts, projects, business objectives, SLAs and appropriate financial and other business drivers. They must also support appropriate understanding of this across the wider team. This role will report directly to the CEO and will be a key member of the senior leadership team, shaping the company’s customer engagement, service monetisation and customer retention strategies.

• Oversee the Customer Support function, ensuring that IT services are delivered with a focus on reliability, quality, and alignment with business and customer needs.
• Implement and manage IT Service Management (ITSM) practices and frameworks (such as ITIL) to optimize service delivery processes, including incident, problem, change and release management.
• Deliver an effective resource model that operates within the best practice and ratio requirements of the operating group.
• Ensure the efficient delivery of customer support services across all tiers, leveraging technology solutions like automation and AI to improve service quality and operational efficiency.
• Implement and lead a proactive, customer centric support strategy.

• Lead and scale the Professional Services (PS) team, ensuring that services are aligned with customer needs and provide tangible value, including consulting, implementation, training and support.
• Develop and execute a growth strategy for Professional Services, including offering repeatable, scalable service packages that generate predictable revenue.
• Optimize resource utilization, ensuring that consultants and technical resources are efficiently allocated and aligned with customer project goals.
• Oversee all professional services projects, ensuring that they are delivered on‑time, on‑budget and with high customer satisfaction.
• Deliver an effective resource model that operates within the best practice and ratio requirements of the operating group.
• Enable the Professional Services team to self‑generate Customer Success engagements and work items which deliver growth and revenue.

• Develop and execute a comprehensive Customer Experience strategy that aligns with business goals and improves customer satisfaction across all touchpoints.
• Implement customer journey mapping, ensuring every interaction is seamless and contributes positively to the customer’s overall experience.
• Work closely with cross-functional teams (Sales, Marketing, Product) to integrate customer feedback into ongoing service improvements and product development.
• Establish and…