Client Service Delivery Manager

Client Service Delivery Manager

Permanent employee, Full‑time
· UK and Edinburgh Head Office

£40,000 – £50,000 per year

Who We Are

At Smart

PA, we don’t just provide support – we transform it. Our mission is simple yet bold: to redefine administrative and PA services through innovative thinking, cutting‑edge technology and an unrelenting pursuit of excellence. Trusted by global leaders in industries like tech, automotive and retail, we’re the engine behind smarter, more efficient operations. With a vibrant, client‑focused culture and a team driven by creativity, no two days at Smart

PA are ever the same! As we continue to grow rapidly, this is your opportunity to join us on the journey to becoming the most optimised administrative organisation in the world. If you’re ready to challenge the status quo and create meaningful impact, we want to hear from you!

What You’ll Do

The Centre of Excellence (COE) is the driving force behind Smart

PA, where strategy comes to life. As part of this dynamic, client‑facing department, you’ll be the heartbeat of our business – delivering high‑impact, tailored support to a key client account daily. In the role of Client Service Delivery Manager, you’ll take ownership of team performance and service delivery excellence. You’ll oversee day‑to‑day operations, solve challenges proactively, and ensure your team consistently delivers measurable value and positive results for our clients.

This particular role is assigned to one of our ‘dedicated’ clients, meaning you will be representing our brand, whilst working very closely with a global tech giant. This leadership role is responsible for the overall performance of the team, crucially ensuring client happiness, flawless brand representation, and continuous service quality improvement.

What Your Day Will Look Like

• Client Relationship & Advocacy:
  Serve as the point of escalation and liaison for key clients, actively managing expectations and ensuring proactive, solution‑focused service delivery mindset is maintained across the team.
• Performance Leadership:
  Lead, mentor, and manage the service delivery team, fostering a culture of high performance, accountability, and alignment with company and brand standards.
• Continuous Improvement (CI):
  Utilize feedback (internal audits, QA reports, and client surveys) as actionable intelligence to identify service gaps and drive a formal, continuous improvement agenda.
• Quality & Brand Governance:
  Ensure every client interaction and deliverable meets rigorous quality standards, thereby safeguarding and enhancing brand reputation.
• Technology Utilisation:
  Champion the adoption of relevant technology and AI tools to streamline workflows, predict issues, and improve service efficiency.
• Manage multiple projects simultaneously, maintaining a high level of quality under tight deadlines.

About You

You are a natural leader and a dedicated client advocate who measures success by client retention and satisfaction scores. You operate with a continuous improvement mindset, using data and technology to not just react to problems, but to proactively engineer solutions. You are a clear, diplomatic, and inspiring communicator, capable of driving change at both the team and client levels.

What You’ll Need

Your experience is key but your attitude is what sets you apart.

Essential:

• Proven experience in a Service Delivery Management, Account Management, or similar client‑facing leadership role.
• Demonstrated ability to utilize client feedback and data to implement measurable service improvements.
• Strong leadership skills with experience managing, motivating, and developing a service‑oriented team.
• Excellent understanding of the correlation between service quality, brand representation, and business success.
• Exceptional communication, negotiation, and conflict resolution skills.

Desirable:

• Experience leveraging technology, automation, or low‑code tools to improve service efficiency and client proactivity.
• Formal training or certification in Continuous Improvement methodologies.
• Experience with quality assurance frameworks and service level agreement (SLA) management.