Delivery Manager

A part-time, remote, opportunity (0.5) to work as a Delivery Manager (official role title below) at a digital transformation partner helping organisations deliver smarter, technology-driven outcomes with an AI-first approach.

Role Purpose

The Knowledge Executive for Client Services is responsible for overseeing the client experience across the agency — ensuring timely, proactive, and value-driven service delivery. This includes owning client onboarding, relationship management, and operational support, while also serving as the steward of structured, AI-compatible client service knowledge.

This role ensures high-quality client engagement and cross-team alignment while embedding automation, insight, and knowledge-driven support into the Client Services function. It includes regular client calls and meetings, acting as a key touchpoint for relationship health and project coordination (particularly in collaboration with the Projects and Comms sub-units).

Key Responsibilities

1. Client Relationship Management

• Serve as a key point of contact for assigned clients, ensuring satisfaction, responsiveness, and trust.
• Lead or participate in regular client meetings, capturing actions, progress, and service insights.
• Track health, feedback, and sentiment across the client portfolio.
• Proactively address challenges or risk factors, escalating as needed.

2. Service Delivery Coordination

• Support the consistent delivery of services aligned with agreed timelines, scopes, and SLAs.
• Liaise with Projects, Comms, and IT Support to ensure coordinated execution and messaging.
• Ensure handovers, transitions, and post-project processes are smooth and well-communicated.

3. Knowledge Management & Documentation

• Create and maintain a structured library of client-facing documentation:
• Onboarding guides, service playbooks, meeting templates, and SOPs
• FAQs, SLAs, and escalation pathways
• Ensure client documentation is accessible, version-controlled, and AI-compatible (e.g. structured formats, tags).

4. AI Integration & Support Automation

• Collaborate with the Digital Transformation & Innovation team to:
• Identify client service processes suitable for AI augmentation (e.g. meeting summarisation, client insight extraction, status updates).
• Feed relevant content and workflows into AI systems (e.g. co-pilots, dashboards, helpdesk summaries).
• Leverage AI tools to enhance proactive communication, reporting, and service responsiveness.

5. Client Success Insights & Continuous Improvement

• Analyse service metrics and client feedback to identify trends, improvements, and success stories.
• Support Quarterly Business Reviews (QBRs) and regular performance reports.
• Share knowledge and collaborate with other sub-units (e.g. Sales, Projects) to inform future engagements and scope alignment.
• Identify sales opportunities with clients.

Skills & Experience

Essential:

• Proven experience in client services, customer success, or relationship management
• Strong interpersonal and communication skills — both written and verbal
• Experience with service coordination, onboarding, and feedback cycles
• Organisational and documentation capabilities

Desirable:

• Familiarity with AI productivity tools (e.g. GPT, Otter ai, CRM/CS tools with automation)
• Experience maintaining client playbooks, SLAs, or knowledge bases
• Background in project delivery or account management
• Understanding of how client service intersects with sales, delivery, and support functions

Additional Information

This role may evolve as the organisation’s needs develop. In line with our AI-first strategy, responsibilities, tools, and team structures may adapt over time as technologies and priorities shift.

The postholder may also be required to undertake other duties within their scope and capability, as reasonably assigned by their line manager or the executive leadership team.

Success Measures

• Client satisfaction and relationship health scores
• Onboarding and service delivery effectiveness
• Accessibility and reusability of structured client knowledge
• Adoption of AI tools to support service interactions and reporting
• Consistency and clarity of communication across touchpoints