Head of Client Services
Head of Client Services
Hybrid – Richmond | Permanent | Leadership Role
Virtuoso Partners (VP) is an award‐winning automation, AI, and digital transformation consultancy. For over 14 years, we’ve been helping organisations tackle complex challenges, streamline operations and stay competitive in a rapidly evolving landscape. We partner with leading technology vendors and the UK’s largest IT resellers, delivering tailored solutions across intelligent automation, integration, orchestration and content management.
We’re now hiring a Head of Client Services to lead and unify all customer‐facing delivery teams. This is a senior, high‐impact role shaping how we deliver value to our clients.
The Opportunity
As Head of Client Services, you will oversee:
- Customer Success
- Service Desk / IT Operations
- Project Management
- Business Analysis
- Continuous Operational Improvement
You’ll strengthen service quality, improve delivery governance, own customer health and QBR rhythms, and serve as the senior escalation point for major accounts. Working closely with the COO, CEO and Sales teams, you’ll help drive retention, support renewals, and ensure readiness for new business.
If you enjoy building high‐performing teams and want to shape a modern delivery organisation, this role offers a rare opportunity.
Key Responsibilities
Customer Success & Service Delivery
- Own QBR cadence and customer health for A/B accounts
- Oversee Service Desk operations, reporting, and performance optimisation
- Lead structured customer communications
- Act as first point of escalation for client issues
Project Management Leadership
- Provide governance, project controls and visibility across programmes
- Oversee resourcing and SOW creation with COO/CEO/Bids
- Develop PM talent and capability across the function
Business Analysis Leadership
- Ensure high‐quality requirements, traceability and measurable outcomes
- Develop cross‐skilled, flexible analyst capability across delivery teams
Operational Improvement
- Build and execute a continuous improvement roadmap
- Reduce friction across CS, Service Desk, PM and BA functions
- Introduce AI/CRM‐driven process automation where appropriate
- Manage service‐level risks and major‐accounts governance
Revenue Support & Collaboration
- Partner with Sales to support renewals, expansions and cross‐sell
- Ensure delivery readiness for new wins
- Support proposal quality, resourcing and commitments
What Success Looks Like
- Strong QBR and customer health metrics
- Improved Service Desk SLAs and resolution performance
- On‐time, on‐budget project delivery
- High‐quality BA output with reduced defect leakage
- Better utilisation, cross‐skilling and reduced operational friction across teams
What You’ll Bring
- Proven leadership across Customer Success, Service Desk/IT Ops, PM and BA
- Experience embedding governance frameworks and continuous improvement
- Ability to collaborate with Sales to support renewals and expansion
- Certifications such as PMP/PRINCE2, ITIL or CBAP are a plus
- Knowledge of CRM/service desk tooling and automation/AI in operations is beneficial
Interested?
Join us and help shape the future of client delivery in an exciting, growing organisation that values innovation, expertise and collaboration.