Head of Client Delivery - Robert Walters : Job Details

Head of Client DeliverySalary: £70,000 to £80,000 plus cash car allowance and bonusLocation: Solihull

Keywords: client delivery, senior leadership, collaborative environment, professional growth, strategic accounts, cross-functional teams, mentoring, continuous improvement

A leading solutions provider is seeking a Head of Client Delivery to join their UK-based team in Solihull. This pivotal senior leadership position offers you the chance to shape and optimise client-facing delivery operations, ensuring exceptional service across all clients and regions.

This role provides an exciting opportunity for someone passionate about delivering excellence and driving continuous improvement. You will be empowered to lead high-performing teams, manage strategic accounts, and play a key part in the organisation's client engagement strategy.

What you'll do:

As Head of Client Delivery, you will play an instrumental role in shaping how clients experience the organisation's services from onboarding through ongoing partnership.

Your day-to-day responsibilities will involve guiding multiple delivery managers and their pods towards shared goals while fostering an environment of collaboration and mutual support. You will be expected to review existing practices critically, identify areas for enhancement, and implement best-in-class procedures that drive both efficiency and quality. By proactively addressing challenges before they escalate and maintaining open lines of communication with both internal teams and clients, you will ensure that every interaction reflects the company's commitment to excellence. Your ability to coordinate across departments-particularly with IT transformation specialists and commercial leaders-will be essential in delivering integrated solutions that meet evolving client needs. Success in this role means not only meeting but exceeding expectations through thoughtful planning, empathetic leadership, and a relentless focus on continuous improvement.

• Lead, mentor, and standardise the efforts of all Delivery Managers and client delivery pods to ensure consistent high-quality service across all regions.
• Conduct an initial review of current processes and develop a comprehensive roadmap of priorities in alignment with the CEO's vision for client delivery excellence.
• Drive proactive, insight-led strategies that anticipate client needs and deliver measurable value throughout the customer journey.
• Own and manage senior-level client escalations, ensuring timely resolutions that reinforce trust and satisfaction among key stakeholders.
• Implement scalable Standard Operating Procedures (SOPs), Service Level Agreements (SLAs), and robust internal training frameworks to support operational consistency.
• Enhance cross-functional coordination by collaborating closely with technology, operations, and commercial teams to deliver seamless solutions at scale.
• Champion accountability, quality assurance, and continuous improvement initiatives within the client delivery function to foster ongoing development.
• Support and develop Delivery Managers through coaching, feedback, and structured performance management processes.
• Align pre-sales commitments with onboarding processes and long-term outcomes by partnering with sales and client success leaders.
• Oversee strategic accounts directly, ensuring that service standards are met or exceeded while identifying opportunities for further growth.

What you bring:To excel as Head of Client Delivery, you will bring substantial experience from previous roles where you have overseen large-scale client delivery functions or similar senior positions. Your background should reflect not only technical proficiency but also a genuine passion for supporting others' growth through mentoring and coaching.

You understand how to balance strategic oversight with hands-on involvement when needed-always keeping sight of broader organisational objectives while attending carefully to individual team members' needs. Your interpersonal skills set you apart; you communicate clearly yet sensitively across diverse audiences while remaining approachable even under pressure. Experience navigating hybrid work settings equips you to lead distributed teams effectively without sacrificing cohesion or morale. Above all else, your dedication to continuous improvement ensures that every process you touch becomes more efficient-and every person you work with feels valued.

• Extensive experience in client delivery or a similar senior leadership capacity within complex service environments is essential for this role.
• A proven track record of managing, developing, and nurturing high-performing teams who consistently achieve ambitious targets is required.
• Exceptional strategic thinking abilities combined with strong problem-solving skills enable you to navigate complex challenges effectively.
• Excellent communication skills-both written and verbal-are necessary for building rapport with clients as well as internal stakeholders at all levels.
• Demonstrated interpersonal sensitivity allows you to foster positive relationships based on trust, empathy, and mutual respect.
• Experience operating successfully within hybrid working environments shows your adaptability to modern workplace demands.
• A history of implementing scalable SOPs, SLAs, or training frameworks demonstrates your commitment to operational excellence.
• Ability to handle senior-level escalations calmly while maintaining focus on resolution ensures continued client satisfaction.
• Familiarity with cross-functional collaboration involving technology, operations, or commercial teams is highly desirable for this position.

What's next:If you are ready to take the next step in your career by leading an exceptional team dedicated to client delivery excellence, this opportunity awaits your application.

Apply today by clicking on the link provided-your future as Head of Client Delivery starts here!

Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates