Location: UK (Hybrid)
Full time – Permanent Position
Getronics is a global leader in technology solutions with a team of over 4,000 colleagues in 22 centres, providing comprehensive end-to-end services across the globe. Our mission is to deliver and continually evolve reliable IT services and solutions to empower organisations to maximise their business potential.
We have an exciting opportunity for a Global Director of Client Services Management to join our team in the UK!
What we can give you:
working week with flexible working options, giving you that much needed work/life balance
1. Hybrid working, regular travel to UK offices
2. Full training provided as part of robust induction process, including opportunities for continual development with our NorthStar online learning platform which has over 80,000 courses available
3. Employee Referral Scheme
4. Flexible benefits package that aims to offer something for everyone
5. GetVibes – our active listening program enabling us to connect and listen to feedback from all colleagues, as a business we then work together to devise action plans to continually improve and develop Getronics!
6. To give back to the community and in support of our global ESG programme, you’ll be given 1-day paid leave to participate in local volunteering projects
7. Private Medical Insurance from day 1
8. Company Pension Scheme, plus life assurance, and access to our free Digital GP App via Aviva
9. Global Recognition Program – 40+ awards were made last year under our RecogniseMe scheme
Role Purpose:
The Global Director of Client Services Management is a senior leadership role responsible for defining, leading, and evolving the global Client Services Management (CSM/SDM) function across all managed IT services. This role ensures the delivery of exceptional customer experience, operational excellence, and strong commercial stewardship across the full customer lifecycle. Acting as the primary executive point of escalation for our customer portfolio, the Director provides strategic direction, people leadership, and cross-functional alignment to drive customer satisfaction, retention, and organic account growth.
What to expect:
Leadership & People Management
10. Lead, inspire, and develop a global team of Regional CSM Heads, Client Service Managers, Service Delivery Managers and associated support roles.
11. Establish a culture of accountability, customer-centricity, and continuous improvement across the function.
12. Set clear performance expectations, career development plans, and succession strategies for the CSM organisation.
13. Foster strong collaboration with all relevant areas such as Technical Management, Service Desk, CTO/Engineering, PMO, Sales, and Finance teams.
Customer Relationship & Experience Management
14. Serve as senior point of escalation for critical customer requirements, service challenges, or relationship concerns.
15. Ensure consistent, high-quality service governance across all customers, including QBRs, service reviews, incident RCA communication, and Service Improvement Plans (SIPs).
16. Drive customer satisfaction (CSAT/NPS/Experience KPIs) and lead structured improvement programmes when required.
17. Champion the customer voice within the company, ensuring customer needs and feedback translate into service, product, and operational improvements.
Operational Accountability
18. Oversee end-to-end service performance across all managed IT services, ensuring contractually agreed SLAs, KPIs, and compliance requirements are met.
19. Partner closely with the SVP Operations and service line leads to drive stability, performance, and continuous service transformation.
20. Ensure all CSMs maintain accurate documentation, reporting, and service governance artifacts ( service dashboards, risk logs, improvement plans).
21. Lead governance for major incidents and escalations in partnership with the Incident & Problem Management teams.
Commercial Acumen & Financial Stewardship
22. Maintain a deep understanding of each client’s contract, scope, service catalogue, and financial performance.
23. Monitor account profitability and work with internal teams to address cost-to-serve challenges, revenue leakage, and change-order opportunities.
24. Identify growth opportunities (upsell/cross-sell) aligned to customer needs, bringing insights back to Sales/Account Management.
25. Support renewal discussions with Sales and Commercial teams by providing service performance, improvement initiatives, and risk/issue context.
Strategy & Transformation
26. Define the global Client Service Management strategy aligned with the company’s operational and commercial goals.
27. Drive standardisation of CSM processes, governance, tooling, and metrics across regions.
28. Contribute to portfolio evolution by capturing customer insights and market demands, collaborating with Product, Solution Architecture, and Operations.
29. Promote best practices in ITIL, digital experience measurement, automation adoption, and proactive/predictive service delivery.
What we expect from you:
30. Experience in Managed IT Services, including significant time in Service Delivery, Service Management, or Operations leadership roles.
31. Proven experience leading large, geographically distributed teams.
32. Strong understanding of enterprise IT environments: Service Desk, EUC/Workplace, Cloud (Private and Public), Field and On-site services, Network & Security and ITSM tooling (ServiceNow, etc.).
33. Strong executive (up to C-level) presence with the ability to handle complex customer situations, escalations, and negotiations.
34. Demonstrated commercial awareness: understanding P&L drivers, cost-to-serve optimisation, contractual frameworks, and service pricing models.
35. Strong knowledge of ITIL best practices (ITIL v4 preferred).
36. Excellent communication, stakeholder management, and relationship-building skills.
37. Experience working within large global MSPs or Managed IT Services providers.
38. Background in digital workplace, cloud, network, or cybersecurity service domains.
39. Experience with CSAT/NPS programmes and Customer Experience frameworks.
40. ITIL, PMP, or similar certifications.
41. High-level, professional English (written and spoken) is mandatory; proficiency in an additional EU language is considered a strong plus.
What to do next:
As a business, we offer an Employee Referral Programme, if you have someone in your life you think would be a perfect fit then send them a link to the career’s webpage.
We are committed to equal opportunities for all staff and applications from individuals are encouraged, regardless of age, disability, gender, sexual orientation, race, religion, or belief, relationship status, and families.