Principal Consultant-Customer Relationship

K&K Social Resources & Development GmbH is an international recruiting agency that has been providing technical resources in the European region since 1993. This position is with one of our clients in the UK which is actively hiring candidates to expand its teams.

Role: Principal Consultant-Customer Relationship

Employment Type: Full-time Permanent

Location: London, UK

Key Responsibilities

1. Client Relationship Management

• Act as the primary point of contact for Central Team stakeholders.

Build and maintain strong, trusted relationships with:

• Central Team.
• Programme stakeholders and user organisations.
• Ensure a structured and proactive engagement model across all service layers.
• Represent governance forums, service reviews, and stakeholder meetings.

2. Service Delivery Alignment

Ensure service delivery aligns with:

• Contractual commitments.
• Service Level Agreements (SLAs).

Work closely with Service Delivery, Technical, and Functional teams to:

• Translate client requirements into actionable delivery plans.
• Ensure service performance meets expectations.
• Monitor service health and proactively address risk areas.

3. Stakeholder Communication & Engagement

Establish effective communication channels between and stakeholders, enabling:

• Clear feedback loops.
• Timely communication of service updates, risks, and changes.
• Support programme-wide communication strategies that ensure stakeholders understand service capabilities and changes.
• Facilitate collaboration across user communities and delivery teams.

4. Issue Escalation & Resolution Management

• Act as the escalation point for critical service issues and customer concerns.

Coordinate resolution across:

• Application Support teams.
• Infrastructure and Technical teams.
• Change & Release teams.
• Ensure timely resolution and transparent communication throughout incident lifecycles.
• Maintain customer confidence during service disruptions.

5. Continuous Improvement & Customer Advocacy

Identify service improvement opportunities based on:

• Customer feedback.
• Service performance trends.
• Operational challenges.
• Promote adoption of best practices across organisations.
• Work with delivery teams to implement service improvement initiatives.

6. Governance & Reporting

Provide regular reporting on:

• Customer satisfaction.
• Service performance.
• Risks and escalations.
• Participate in joint governance forums with programme leadership.
• Ensure adherence to governance, compliance, and audit expectations.

Key Skills & Experience

• Essential.
• Proven experience in client relationship management within IT services or managed services environments.
• Strong stakeholder management experience in complex, multi-party programmes.
• Experience working with public sector.
• Knowledge of service delivery frameworks (ITIL or similar).

Desirable

• Experience with Oracle E-Business Suite /systems.
• Understanding of HR, Payroll, and workforce systems.
• Experience in large-scale transformation or transition programmes.

Key Competencies

• Stakeholder relationship management.
• Strategic communication and influencing.
• Service orientation and customer focus.
• Problem-solving and escalation management.
• Commercial awareness and contractual understanding.

Preferred

• Should be an excellent planner when it comes to perform release planning and other delivery planning.
• Should have excellent problem-solving skills.
• Responsible for Coaching and mentoring team members with experience of managing 5+ team members.
• Experience with Lean / Agile development methodologies & ITIL Methodologies.

Note: Applicants for employment in UK should possess work authorization, which does not require sponsorship by the employer for a visa.