Global Director, Client Services Management

The Global Director of Client Services Management is a senior leadership role responsible for defining, leading, and evolving the global Client Services Management (CSM/SDM) function across all managed IT services. This role ensures the delivery of exceptional customer experience, operational excellence, and strong commercial stewardship across the full customer lifecycle. Acting as the primary executive point of escalation for our customer portfolio, the Director provides strategic direction, people leadership, and cross-functional alignment to drive customer satisfaction, retention, and organic account growth.

Leadership & People Management

• Lead, inspire, and develop a global team of Regional CSM Heads, Client Service Managers, Service Delivery Managers and associated support roles.

• Establish a culture of accountability, customer-centricity, and continuous improvement across the function.

• Set clear performance expectations, career development plans, and succession strategies for the CSM organisation.

• Foster strong collaboration with all relevant areas such as Technical Management, Service Desk, CTO/Engineering, PMO, Sales, and Finance teams.

Customer Relationship & Experience Management

• Serve as senior point of escalation for critical customer requirements, service challenges, or relationship concerns.

• Ensure consistent, high-quality service governance across all customers, including QBRs, service reviews, incident RCA communication, and Service Improvement Plans (SIPs).

• Drive customer satisfaction (CSAT/NPS/Experience KPIs) and lead structured improvement programmes when required.

• Champion the customer voice within the company, ensuring customer needs and feedback translate into service, product, and operational improvements.

Operational Accountability

• Oversee end-to-end service performance across all managed IT services, ensuring contractually agreed SLAs, KPIs, and compliance requirements are met.

• Partner closely with the SVP Operations and service line leads to drive stability, performance, and continuous service transformation.

• Ensure all CSMs maintain accurate documentation, reporting, and service governance artifacts ( service dashboards, risk logs, improvement plans).

• Lead governance for major incidents and escalations in partnership with the Incident & Problem Management teams.

Commercial Acumen & Financial Stewardship

• Maintain a deep understanding of each client's contract, scope, service catalogue, and financial performance.

• Monitor account profitability and work with internal teams to address cost-to-serve challenges, revenue leakage, and change-order opportunities.

• Identify growth opportunities (upsell/cross-sell) aligned to customer needs, bringing insights back to Sales/Account Management.

• Support renewal discussions with Sales and Commercial teams by providing service performance, improvement initiatives, and risk/issue context.

Strategy & Transformation

• Define the global Client Service Management strategy aligned with the company's operational and commercial goals.

• Drive standardisation of CSM processes, governance, tooling, and metrics across regions.

• Contribute to portfolio evolution by capturing customer insights and market demands, collaborating with Product, Solution Architecture, and Operations.

• Promote best practices in ITIL, digital experience measurement, automation adoption, and proactive/predictive service delivery.

• 10+ years of experience in Managed IT Services, including significant time in Service Delivery, Service Management, or Operations leadership roles.

• Proven experience leading large, geographically distributed teams.

• Strong understanding of enterprise IT environments: Service Desk, EUC/Workplace, Cloud (Private and Public), Field and On-site services, Network & Security and ITSM tooling (ServiceNow, etc.).

• Strong executive (up to C-level) presence with the ability to handle complex customer situations, escalations, and negotiations.

• Demonstrated commercial awareness: understanding P&L drivers, cost-to-serve optimisation, contractual frameworks, and service pricing models.

• Strong knowledge of ITIL best practices (ITIL v4 preferred).

• Excellent communication, stakeholder management, and relationship-building skills.

Preferred Qualifications

• Experience working within large global MSPs or Managed IT Services providers.

• Background in digital workplace, cloud, network, or cybersecurity service domains.

• Experience with CSAT/NPS programmes and Customer Experience frameworks.

• ITIL, PMP, or similar certifications.

• High-level, professional English (written and spoken) is mandatory; proficiency in an additional EU language is considered a strong plus.

Key Attributes

• Customer-obsessed and able to translate customer feedback into actionable improvements.

• Strategic thinker with the ability to balance long-term vision and immediate execution.

• High emotional intelligence and strong people-leadership skills.

• Confident decision-maker under pressure, especially during major incidents or escalations.

• Collaborative, influential, and comfortable working across complex matrix organisations.