Client Manager- MSP Operations – Enterprise Solutions
Client Site and Remote (Sites can be in London, Hatfield, and Reading)
Reporting into: Associate Director
Your Role
We are seeking a proactive and collaborative Client Manager to lead our onsite team for one of our longstanding technology clients, comprising two Recruitment Business Partners (RBPs), and to work closely with four Team Leaders across the wider account teams. This role is pivotal in ensuring the smooth day-to-day operation of the MSP.
Key responsibilities include:
* Leading daily check-ins to maintain alignment and operational efficiency.
* Attending and facilitating weekly team calls to ensure consistent communication and progress tracking.
* Overseeing Monthly Business Reviews with key stakeholders, ensuring insights and performance metrics are clearly communicated.
* Managing and resolving escalations swiftly and effectively to maintain service excellence.
* Monitoring process compliance through regular data tracking within the account’s Vendor Management System (VMS).
1. The ideal candidate will be a strong communicator, highly organised, and confident in managing both people and processes in a fast-paced environment.
Competencies and Behaviours:
* Building Customer Relationships
* Personal Communication
* Managing Resources
* Influencing and Persuading
* Achieving Plans
* Motivating Others
* Building Networks
* Committing to Goals
Knowledge and Skills:
While ability, motivation, and attitude are essential, the following would be a distinct advantage:
Programme and Service Management
* Experience managing a complex, matrixed UK MSP programme.
* Proven ability to manage operational and service reviews effectively.
* Strong understanding of contract governance and service-level agreements
* Experience implementing change and/or managing projects.
Commercial and Strategic Insight
* Knowledge of services procurement, SOW, and consultancy models
* Participation in sales processes and client pitches.
* Experience in budgeting, forecasting, and understanding P&L, debt, and WIP.
* Ability to identify and manage risk.
Stakeholder and Relationship Management
* Strong stakeholder relationship management skills
* Persuasive and influential communicator
* Professional presentation and effective communication skills
Analytical and Technical Proficiency
* Skilled in interpreting data to drive performance.
* Ensures compliant and effective use of technology and systems.
* Understands forecasting, planning, and attraction strategies.
Leadership and Personal Effectiveness
* Experience managing, coaching, and motivating high-performing teams.
* Proactive, accountable, and able to inspire others.
* Demonstrates assertiveness, emotional intelligence, and resilience.
* Shows self-efficacy, adaptability, and a positive, solution-focused mindset.
At Hays, we share a passion for creating a culture of opportunities for our people to flourish and succeed, whatever your background. We know that diversity of perspective and an inclusive approach, which encourages those experiences and views to be heard, is great for business and therefore your career.