Key Client Services Manager

Salary Range: Competitive, dependent on skills and experience, plus bonus and benefits package

Location: Home-based with required client travel

LMS Security Advisors is an independent security advisory business that partners with organisations to manage risk, strengthen resilience and make informed security decisions. As part of a wider group alongside Global Protect Risk and Intelligence, we deliver trusted advice across a broad range of security environments.

We are a values-led organisation committed to Excellence, Respect, Integrity and Collaboration, and we are proud to support a diverse and inclusive workplace.

Our teams work closely with clients to deliver value for money through high-quality advisory services, from strategy and design through to delivery and sign-off.

We are looking for an experienced Client Services Manager to take ownership of a key client account within our physical and electronic security business.

This is a client and service excellence focused role and will act as the single point of contact for the client, providing clear ownership across all aspects of the contract. You will be responsible for ensuring that we consistently deliver an exceptional level of service, high levels of technical capability, that contractual commitments are met, and that the client receives accurate, timely and proactive communication.

The account has a global footprint, although the role will be predominantly based in the UK, with occasional requirement for international travel.

You will have a strong technical background in physical and electronic security, work closely with operational, recruitment, finance, commercial and support teams to ensure every element of the account works seamlessly. You will not be expected to deliver every activity yourself; instead, you will be accountable for ensuring the right people deliver the right outcomes, on time and to the required standard.

This is not a sales-led role. Account growth will be rewarded through outstanding service delivery, strong client relationships, technical competency, and our ability to consistently demonstrate value

• A client and service excellence prioritised approach.
• Proven experience managing a large, complex client account across multiple geographies and stakeholders, ideally within security services, facilities management, professional services or a similar environment.
• Strong client relationship management skills and confidence engaging with senior stakeholders.
• A track record of delivering high levels of customer service and client satisfaction.
• The client sees you as their trusted single point of contact.
• The relationship continues to strengthen through exceptional delivery and service.
• Reporting and Governance, including Q  presentations.
• Identification of operational gaps, proposing tailored risk mitigation strategies.
• A proactive approach, anticipating issues rather than waiting for them to become problems.
• The ability to operate effectively in a fast-paced and occasionally demanding client environment.
• The confidence to challenge constructively when required.
• KPIs and SLAs are achieved and performance is proactively managed.
• Client issues are resolved quickly and effectively.
• Risks are identified and addressed before they become client issues.
• The account demonstrates continuous improvement.
• The client has confidence that if they raise an issue with you, it will get done.

• Strong understanding of KPIs, SLAs, performance management and service improvement.
• Experience managing contract governance and client reviews.
• Good commercial awareness and attention to detail, including billing, pricing and revenue…