The Client Services Lead for the South West Police Force Alliance plays a critical role in shaping and delivering BT’s service strategy to support key public sector customers—currently Devon & Cornwall Constabulary and Dorset Police—with a vision for broader alignment across the policing sector.
This position is central to BT’s mission of providing trusted, high-impact services to UK emergency services. The Client Services Lead is accountable for end-to-end service delivery, including contractual outcomes, operational KPIs, project delivery, and continuous improvement initiatives.
Why This Job Matters
This role leads a dedicated service and delivery function, focused on achieving meaningful policing outcomes through a bespoke approach.
What You’ll be Doing:
* Develop and execute BT's service and delivery strategy for the South west Police forces, aligning with customer goals and collaborating with senior management to set overall client services strategy.
* Oversee the operational aspects of service delivery within the vertical, empowering the team to manage escalations, and ensuring prompt resolution of issues while maintaining alignment with service level agreements (SLAs).
* Lead and motivate a team of leaders and line managers supporting the service outcomes, fostering a culture of excellence, collaboration, and continuous improvement, while ensuring the development and alignment of team members to drive customer-centric outcomes.
* Innovate and develop new ways to achieve high levels of customer loyalty and satisfaction within the customer base, driving continuous improvement and transformational plans to meet evolving customer needs.
* Manage the financial aspects of service delivery within the vertical, including cost-to-serve analysis, budget allocation, and accountability for revenue targets and cost reduction initiatives.
* Lead processes aligned with the group including change management, service governance and assurance, risk and data management.
* Operate as an SME within own field of expertise, managing commercial and operational aspects of bids on managed service opportunities from new and existing customers, proposing potential ideas for service and ensuring that the customer service expectations can be met.
* Lead consistency with security and compliance policies and procedures within service/solution operation scope, ensuring compliance to internal and external regulations.
* Lead the implementation of continuous improvement opportunities to improve the service management team processes, such as first-time fix rates through better process, technology and management.
* Demonstrate ability to lead and motivate a team effectively, fostering a culture of excellence, collaboration, and continuous improvement.
* Exceptional communication skills, with the ability to communicate effectively at all levels, from C-suite executives to mid-management.
* Strong strategic thinking and planning abilities, with the capability to develop and execute BT's service and delivery strategy for the designated vertical, aligning with customer goals and business objectives.
* Stakeholders, ensuring alignment of vision and objectives.
* Advanced problem-solving skills, including the ability to analyze complex situations, identify root causes of issues, and develop effective solutions to address them promptly and efficiently.
* Strong financial acumen, with the capability to manage the financial aspects of service delivery within the vertical, including cost-to-serve analysis, budget allocation, and accountability for revenue targets and cost reduction initiatives. Managing customer base with revenue £20M+.
* Experience in providing input into sales business development strategies, shaping sales opportunities to align with customer requirements and solving their business problems effectively.
What we'd like to see on your CV:
* Extensive experience within a Service or Delivery organization.
* ITIL 4 Certification: Certification in ITIL 4 Foundation is essential, demonstrating a solid understanding of IT service management principles and practices.
* Experience with project management methodologies and techniques such as PMP, Prince 2, or Agile is preferred, indicating proficiency in managing complex projects and initiatives.
* Familiarity with quality improvement methodologies such as Six Sigma or Lean is advantageous, showcasing the ability to drive efficiency and effectiveness in service delivery processes.
* Experience with customer experience metrics such as Net Promoter Score (NPS) and other customer satisfaction measures is beneficial, demonstrating a focus on enhancing customer loyalty and satisfaction. Experience with XLAs desirable.
* We offer a range of benefits, including 15% on target bonus, equal family leave, enhanced women’s health support, 25 days annual leave, and world-class training and development opportunities.
We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.
We’re committed to building a diverse, inclusive, and authentic workplace where everyone can be their best. If you’re excited about this role but your past experience doesn’t align perfectly with every requirement, please apply anyway.
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