Client Service Delivery Specialist

Job Overview

Are you ready to take ownership of complex client delivery and help innovators achieve better outcomes every day? Do you thrive in client-facing roles where you can solve delivery challenges, build trusted relationships, and drive service excellence? At Lexis Nexis Intellectual Property Solutions, our mission is to bring clarity to innovation by delivering better outcomes to the innovation community. Each and every day, the work our team does supports the development of new technologies and processes that ultimately advance humanity.

Helping our customers reach their goals is our primary focus. We enable innovators to accomplish more by helping them make informed decisions, be more productive, comply with regulations and ultimately achieve superior results. Our overall success is measured by how well we deliver these results. We are proud to directly support and serve these innovators in their endeavors to better humankind.

The Client Services Delivery Specialist is responsible for managing the successful delivery of contracted services to assigned clients, ensuring that all Service Level Agreements (SLAs) with customer and Key Performance Indicators (KPIs) reg the service are consistently met or exceeded. This role maintains end-to-end accountability for project schedule, scope, and managing risks while serving as a trusted advisor and primary day-to-day contact for customers - either directly or via the sales team.

This is an experienced practitioner role requiring deep subject matter expertise in the patent domain, strong independent judgment, and the ability to solve complex operational and client challenges. The role also contributes to continuous improvement initiatives and acts as an SME for other team members.

• Deliver contracted services in line with SLAs, KPIs, and contractual commitments.
• Own end-to-end delivery, maintaining control of scope, schedules, risks, and dependencies.
• Proactively identify, mitigate, and elevate delivery risks and issues. Ensure operational and support teams fully understand client requirements and performance expectations.
• Track performance metrics and drive corrective actions to ensure service excellence.
• Build and sustain strong, trusted client relationships across multiple stakeholder levels.
• Act as the primary day-to-day client contact, supporting onboarding, fulfilment, issue resolution, and advisory needs.
• Partner with Account Managers to identify, transition, and support growth and renewal opportunities.
• Promote organisational capabilities and contribute to service expansion within existing accounts.
• Drive continuous improvement through best practices, standardisation, documentation, governance, and SME support to colleagues.
  Active experience in the IP industry and understanding of complex patent office data is a must

• Significant experience in service delivery, client management, project/program management, or related field.
• Demonstrated experience managing contracts with defined SLAs and KPIs.
• Proven ability to manage complex client engagements with varying size, scope, and strategic importance.
• Strong risk management, financial oversight, and operational governance experience.
• Excellent stakeholder management and communication skills.
• Ability to work independently and exercise sound judgment in complex situations.
• Bachelor's degree or equivalent professional experience.
  Lexis Nexis Legal & Professional® provides legal, regulatory, and business information and analytics that help customers increase their productivity, improve decision-making, achieve better outcomes, and advance the rule of law around the world. As a digital pioneer, the company was the first to bring legal and business information online with its Lexis® and Nexis® services.