Client Delivery Manager
1 day ago
City of London
About Us Management Dynamics is a leadership development consultancy dedicated to helping organisations unlock the full potential of their leaders and teams. We design and deliver impactful leadership programmes for multinational clients, ensuring quality, relevance, and measurable results. As we continue to grow, we are investing in the strength of our Customer Experience Team – the engine room of our business – to ensure every client receives an award-winning experience. The Role We are seeking a Client Delivery Manager to lead, grow, and develop our Customer Experience (CE) function. This is a pivotal role, responsible for ensuring seamless client delivery, maintaining exceptional service levels, and building a high-performing operations team that supports every aspect of our client work. The Client Delivery Manager will initially lead a team of four, with plans to expand significantly over the next five years. They will also play a critical role in managing and engaging our network of 30+ subcontracted consultants globally. This makes the role central to both the day-to-day operations and long-term success of Management Dynamics. Key Responsibilities Client Delivery & Service Excellence • Ensure an award-winning client experience across all accounts and projects., • Set and maintain high service standards and clear expectations with both the CE team and clients., • Oversee programme management for large clients and those with multiple concurrent projects., • Provide oversight on programme designs to ensure consistency, quality, innovation and alignment with client needs and the desired business results., • Ensure adherence to client SLAs and be the escalation point for clients when programme issues occur. Team Leadership & Development (Customer Experience Team) • Lead, coach, and develop the CE team to deliver consistently excellent results., • Manage day-to-day global team operations, including:, • Workload allocation and prioritisation, • Vacation and absence management, • Performance management, including 1:1s, coaching, feedback, development planning and objective setting, • Running team meetings and driving a collaborative culture, • Recruit, hire, and onboard new team members as the function grows., • Build capability in programme and project management, leading-edge design, client service, and operational best practice., • Demonstrate and develop excellent stakeholder management skills, playing a pivotal role in building partnership-based relationships with all MD clients Consultant Management (Subcontractors) • Manage, inspire, and engage our network of subcontracted consultants who deliver or support the virtual delivery of client programmes., • Create a sense of community and belonging among subcontractors to foster loyalty, quality, and consistency., • Provide clear expectations, performance management, coaching, and feedback to consultants., • Be an escalation point for consultants when issues arise with projects that haven’t been resolved by the CE team., • Act as the key link between consultants, Account Directors, and the CE team to ensure seamless collaboration. Operational Management • Act as a critical member of the Management Dynamics Leadership Team., • Monitor and report to the leadership team on service levels, identifying opportunities for process improvement., • Drive continuous improvement and innovation in programme design, systems, tools, and ways of working to enhance client delivery., • Partner with Account Director / Managers to ensure seamless communication and alignment between client strategy and delivery., • Design and execute the customer experience survey annually., • Manage performance of key suppliers (e.g. printers) Success in this Role Looks Like • Consistently high levels of customer satisfaction and retention., • A motivated, capable, and growing CE team delivering with confidence and efficiency., • Strong relationships and a sense of community across our network of subcontracted consultants., • A reliable, high-quality pool of moderators available to support virtual delivery., • Service levels that set a benchmark in the industry., • Scalable systems and processes that support the company’s growth. Qualifications & Experience • Proven track record in operations management, programme management, or client services within consulting, professional services, or learning & development. This may have been gained either through a consultancy or in-house within multinational corporate roles., • Excellent organisational, coaching, feedback, delegation and people-management skills., • Strong background in project/programme management, ideally with complex, multinational clients., • Experience managing resourcing and workload allocation across multiple projects., • Confidence in stakeholder communication and client-facing delivery oversight., • Experience with managing the design of leadership development or training programmes. Personal Attributes • Passionate about delivering exceptional customer experiences., • A natural leader who inspires and develops others., • Commercially aware, with a focus on efficiency and quality., • Proactive, organised, and calm under pressure., • Collaborative and collegial, with a growth mindset., • Ambitious, wanting to be part of a growing, successful business. What We Offer • A leadership role at the heart of our business operations (this role is a member of our leadership team)., • The opportunity to build and scale a critical function., • Direct influence over the quality and consistency of both internal teams and external consultants., • A supportive, purpose-driven culture where client impact is everything., • Competitive salary and benefits., • The chance to shape how a growing consultancy delivers excellence to global clients., • A close working relationship with our joint Managing Directors, • A supportive, purpose-driven culture., • Highly flexible, • 28 days holiday plus your birthday off and a Christmas shutdown, • Health insurance, • Death in service benefit, • Compensation: £60,000 per annum