Client Service Delivery Manager

Smart PA; City of Edinburgh; On-site; GBP 40,000 - 50,000; Full time

Job summary

A leading service organization in Edinburgh is seeking a Client Service Delivery Manager to lead and manage their service delivery team. This role involves fostering client relationships, overseeing performance, and implementing improvements. The ideal candidate will have proven experience in service delivery management, demonstrated leadership skills, and a proactive attitude towards client satisfaction. Competitive salary and hybrid/remote work options are available.

Benefits

Competitive Salaries

Yearly Bonuses

33 Days Holiday

Growth Opportunities

Qualifications

• Proven experience in Service Delivery Management, Account Management, or similar client-facing leadership role.
• Strong leadership skills with experience managing, motivating, and developing a service-oriented team.
• Exceptional communication, negotiation, and conflict resolution skills.

Responsibilities

• Lead, mentor, and manage the service delivery team.
• Serve as the point of escalation and liaison for key clients.
• Utilize feedback to identify service gaps and drive improvements.

Skills

Client retention

Service Delivery Management

Leadership

Communication

Problem solving

Job description

Permanent employee, Full-time – UK and Edinburgh Head Office

Client Service Delivery Manager

£40,000 - £50,000 per year

Job Description

Who We Are At SmartPA, we don’t just provide support – we transform it. Our mission is simple yet bold: to redefine administrative and PA services through innovative thinking, cutting‑edge technology and an unrelenting pursuit of excellence. Trusted by global leaders in industries like tech, automotive and retail, we’re the engine behind smarter, more efficient operations. With a vibrant, client‑focused culture and a team driven by creativity, no two days at SmartPA are ever the same! As we continue to grow rapidly, this is your opportunity to join us on the journey to becoming the most optimised administrative organisation in the world. If you’re ready to challenge the status‑quo and create meaningful impact, we want to hear from you!

Key Responsibilities and Skills

What You’ll Do The Centre of Excellence (COE) is the driving force behind SmartPA, where strategy comes to life. As part of this dynamic, client‑facing department, you’ll be the heartbeat of our business – delivering high‑impact, tailored support to a key client account daily. In the role of Client Service Delivery Manager, you’ll take ownership of team performance and service delivery excellence. You’ll oversee day‑to‑day operations, solve challenges proactively, and ensure your team consistently delivers measurable value and positive results for our clients. This particular role is assigned to one of our ‘dedicated’ clients, meaning you will be representing our brand whilst working very closely with a global tech giant. This leadership role is responsible for the overall performance of the team, crucially ensuring client happiness, flawless brand representation, and continuous service quality improvement.

What Your Day Will Look Like

• Client Relationship & Advocacy: Serve as the point of escalation and liaison for key clients, actively managing expectations and ensuring a proactive, solution‑focused service delivery mindset is maintained across the team.
• Performance Leadership: Lead, mentor, and manage the service delivery team, fostering a culture of high performance, accountability, and alignment with company and brand standards.
• Continuous Improvement (CI): Utilize feedback (internal audits, QA reports, and client surveys) as actionable intelligence to identify service gaps and drive a formal, continuous improvement agenda.
• Quality & Brand Governance: Ensure every client interaction and deliverable meets rigorous quality standards, thereby safeguarding and enhancing brand reputation.
• Technology Utilisation: Champion the adoption of relevant technology and AI tools to streamline workflows, predict issues, and improve service efficiency.
• Project Management: Manage multiple projects simultaneously, maintaining a high level of quality under tight deadlines.

Skills

About You You are a natural leader and a dedicated client advocate who measures success by client retention and satisfaction scores. You operate with a continuous improvement mindset, using data and technology to not just react to problems, but to proactively engineer solutions. You are a clear, diplomatic, and inspiring communicator, capable of driving change at both the team and client levels.

Experience

What You’ll Need Your experience is key but your attitude is what sets you apart.

Essential

• Proven experience in Service Delivery Management, Account Management, or similar client‑facing leadership role.
• Demonstrated ability to utilise client feedback and data to implement measurable service improvements.
• Strong leadership skills with experience managing, motivating, and developing a service‑oriented team.
• Excellent understanding of the correlation between service quality, brand representation, and business success.
• Exceptional communication, negotiation, and conflict resolution skills.

Desirable

• Experience leveraging technology, automation, or low‑code tools to improve service efficiency and client proactivity.
• Formal training or certification in Continuous Improvement methodologies.
• Experience with quality assurance frameworks and service level agreement (SLA) management.

Work Remotely

Yes

Salary

£40,000 – £50,000 (depending on experience)

Schedule

Monday – Friday

Your working hours will 2:00pm to 10:30pm (UK time), aligned to cover the 9:00am to 5:30pm (EST) business day.

Job Type

Full‑time, Permanent (37.5 hours per week)

What’s in it for you?

At SmartPA we believe in rewarding talent and supporting your growth.

• Competitive Salaries
• Yearly Bonuses based on company, department, and individual performance.
• Department based incentives.
• Hybrid/Remote Work: Whether you prefer a hybrid model or require remote work due to your location, we’re open to discuss options that work for you!
• 33 Days Holiday: Because rest fuels greatness.
• Growth Opportunities: Develop your skills, advance your career and grow with a company reshaping the industry.

About us

At SmartPA, we don’t just provide support – we transform it. Our mission is simple yet bold: to redefine administrative and PA services through innovative thinking, cutting‑edge technology and an unrelenting pursuit of excellence. Trusted by global leaders in industries like tech, automotive and retail, we’re the engine behind smarter, more efficient operations. With a vibrant, client‑focused culture and a team driven by creativity, no two days at SmartPA are ever the same! As we continue to grow rapidly, this is your opportunity to join us on the journey to becoming the most optimised administrative organisation in the world. If you’re ready to challenge the status‑quo and create meaningful impact, we want to hear from you!