Client Services Manager (L&D) - Guidant Global
Location: Hybrid - Luton with occasional travel to Stevenage
Salary: Competitive + Attractive Benefits Package
Contract: Permanent
About the Opportunity
Guidant Global has been awarded an exciting new contract to deliver a defence client's full Learning & Development (L&D) administration service, covering approximately 16,000 annual training bookings. We are now seeking an experienced Client Services Manager to lead this high‑profile service line, ensuring exceptional delivery, seamless operations, and strong client engagement from day one.
This is a pivotal role with real impact - you'll shape a newly launched service, lead a dedicated team, build trusted relationships with senior stakeholders, and champion continuous improvement across all elements of the L&D operation.
If you thrive in a fast‑paced environment, love building structure from complexity, and bring a calm, solutions‑led leadership style, this is an opportunity to elevate and influence a growing area of our Services Procurement business.
What You'll Be Doing
* Lead the end‑to‑end outsourced L&D administration service for a defence client
* Oversee daily operations, ensuring accuracy, efficiency, and service excellence
* Build strong, trusted partnerships with senior client stakeholders
* Drive SLA and KPI performance, implementing improvement plans where needed
* Lead production of MI reporting, insights, and quarterly business reviews
* Develop, mentor and empower the SRM, Team Leader, and Coordinator team
* Manage supplier relationships, onboarding, governance, and performance
* Identify opportunities for process optimisation and innovation
* Support financial processes, including invoicing and aged debt resolution
* Act as an escalation point for service issues, risks and operational challenges
* Champion Impellam's values: Push Boundaries, Take Ownership, Create Impact, Stay Human
What We're Looking For
Essential:
* 5+ years' experience in operations, managed services, or service delivery
* Proven leadership skills with experience developing teams
* Excellent stakeholder management and communication
* Strong analytical ability and skilled in Excel, reporting and MI
* Experience improving processes and driving service performance
* MSP/shared services experience
* Eligible for Security Clearance (SC)
Desired:
* L&D or training operations background
* Defence or public sector exposure
* Supplier management or project management experience
Why Join Us?
You’ll be stepping into a role that offers:
The chance to shape and grow a newly launched service line
We welcome applications from individuals requiring varying levels of flexibility, our supportive and highly experienced team will provide you with the full details of the role.
You are guaranteed an interview if you can demonstrate that you can meet the role requirements above and have a disability /long‑term health condition – just tell us when applying for the role. Our interview guarantee also applies to any current reservists, ex‑armed forces personnel or forces spouses applying. We also recognise the value people with previous convictions can bring to society and are proud to be a "Ban the Box" employer.
We genuinely care about creating a diverse and inclusive team and we welcome people from all backgrounds, with different perspectives and experiences to work with us. We cannot, and will never discriminate against anyone based on race, ethnicity, national origin, colour, sex, gender identity, gender reassignment, sexual orientation, religion, beliefs, disability status, family or parental status, age, marriage and civil partnerships, pregnancy and maternity. At Guidant Global everyone has the freedom to give their opinion, build their career path and be part of a cooperative and supportive team. If you need any reasonable adjustments at any stage of the application or interview process please do let us know. In your application please feel free to note which pronouns you use.
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