Job Description

Posted 3 hours ago

Client Services Manager

Herne Bay, Kent (Office-based)

£35,000 + Bonus 25 days holiday Full UK Driving Licence required

Are you currently working within an MSP and enjoy owning client relationships end-to-end?

Do you prefer service excellence and long-term client success over hard sales targets?

Are you confident managing escalations, service reviews, and senior stakeholders?

If so, this could be a strong next step.

The Opportunity

We are recruiting for a growing Managed Service Provider looking to appoint a Client Services Manager to take ownership of a portfolio of managed services clients.

This is a strategic, client-facing role focused on retention, service quality, and relationship management. This is not a commission-driven sales position.

You will act as the primary point of contact for your clients, ensuring services are delivered in line with expectations, risks are managed proactively, and communication remains clear and consistent.

You will work closely with Service Desk, Projects, Sales, and Technical teams to ensure clients receive real value from the partnership.

What You Will Be Doing

* Owning and managing key client relationships

* Acting as the primary escalation and governance point

* Driving client retention through proactive service management

* Leading onboarding and transition of new managed service clients

* Monitoring service performance, client satisfaction, and contractual KPIs

* Managing and overseeing transactional service opportunities

* Conducting regular service reviews and operational meetings

* Preparing and presenting service reports and improvement plans

* Coordinating resolution of service issues across internal teams and suppliers

* Handling non-sales client queries including service and billing discussions

* Supporting Quarterly Business Reviews alongside commercial teams

* Identifying service improvements aligned to MSP best practice

* Maintaining accurate client documentation and action tracking

* Supporting and guiding junior team members where appropriate

What We Are Looking For

* Proven experience in a Client Services, Service Delivery, or Account Management role within an MSP or IT services environment

* Strong understanding of managed IT services and service desk operations

* Familiarity with SLAs and ideally ITIL-aligned delivery

* Confidence managing senior client stakeholders

* Solid understanding of Microsoft 365 / Office 365 environments

* Strong communication and presentation skills

* Calm and effective escalation management capability

* Experience producing client-facing reports and dashboards

* Highly organised with strong follow-through

* Collaborative approach across technical and commercial teams

* Comfortable taking ownership and running with actions (“fire and forget” mindset)

Personal Style That Will Suit This Role

– Client-first mindset

– Professional and calm under pressure

– Commercial awareness without being sales-led

– Natural relationship builder and trusted advisor

– Focused on continuous service improvement

– Personable, sincere, and engaging

Additional Requirements

– Full clean UK driving licence

– Willingness to travel to client sites when required

– Successful DBS check

– Standard hours: Monday to Friday, 8:00am – 5:00pm

If you are working within an MSP today and enjoy being the person clients trust to keep everything running smoothly, this role offers genuine ownership and visibility within a growing provider