Head of Client Delivery
At Telent, you will have the opportunity to be a part of something bigger. To keep things moving, to connect people. It’s important work we do. Learning together, inspiring colleagues, and making the entire organisation better. Join us and help keep the nations critical networks connected and protected 24/7.
Reporting into the Head of Contracts, the Head of Client Delivery will be responsible for providing single‑point, end‑to‑end leadership across the full lifecycle of a major government contract, working closely with our Pre-Sales, Project Delivery and Service Operations teams. You will provide clear leadership, accountability, and end‑to‑end oversight across all phases of delivery, improving customer experience, strengthening team cohesion, and enabling more effective prioritisation.
This is a hybrid working role, with a requirement to travel into London on a frequent basis.
What you’ll do:
- P&L performance: Utilising the existing Project Management Team, and Senior CSM, deliver the contract to agreed margin, revenue, cash, and forecast accuracy targets; ensure timely invoicing and milestone achievement
- Customer experience & trust: Provide a single senior point of contact; reduce escalations; improve NPS/CSAT and relationship health
- Joined‑up delivery: Visible end‑to‑end ownership across Pre‑Sales, Projects, and Service with consistent governance and prioritisation
- Growth & renewal readiness: Create conditions for contract growth and retention through strong delivery, demonstrable value, and support the Account Director, the Solution Architects and Lead Engineer deliver proactive pipeline shaping ahead of the re‑tender.
- Fast improvements: Within the first 90 days, implement targeted quick wins that resolve known pain points and improve predictability.
- Continuous improvement: Establish a rolling CI plan aligned to contract objectives and customer outcomes.
- People & culture: Working with the existing direct management for the team, strengthen the “one team” ethos, improving cross‑functional collaboration, clarity, and morale.
- Ensure commercial decisions balance service quality, risk, cost, and long‑term relationship value; manage contract changes and obligations
- Lead implementation and maintenance of end‑to‑end processes (leveraging existing ones) for consistent planning, change control, risk/issue management, and reporting.
- Build a high‑performing, collaborative culture; define objectives, coaching, development, and succession plans.
Who you are:
You bring significant experience leading end-to-end delivery within complex contract or service environments, with a proven ability to take ownership across the full lifecycle. Your experience includes improving customer outcomes, strengthening collaboration across teams, and driving a more joined-up, cohesive approach to delivery.
Key Requirements:
- Proven senior leadership of complex, multi‑stakeholder managed service / programme environments with full or significant P&L accountability.
- Strong customer‑facing gravitas; able to operate credibly at senior/executive levels and within public‑sector contexts.
- Demonstrable ability to integrate functions into a cohesive, predictable delivery model.
- Excellent communication, negotiation, and influence; able to set direction and make trade‑offs across competing priorities.
- Strong commercial and contractual acumen; confident with financials, forecasting, and margin management.
- Track record of growth/retention through delivery excellence and value demonstration.
- Experienced in change leadership that improves morale, collaboration, and clarity.
- SC security clearance (or eligibility).
What we offer:
A career at Telent can span many sectors, roles, technologies and clients giving you the opportunity to develop, learn new skills and make an impact. We are growing and we rely on our committed Team to deliver.
We nurture the talent that makes this happen, by our on-going commitment to creating an inclusive culture that respects and values difference, that celebrates diverse ideas. We want everyone to feel they can be themselves and to thrive at work.
The additional benefits with this role:
- Car Allowance
- Employee Only Healthcare
- 34 days holiday, including public holidays, plus the option to buy or sell five days each year
- Company pension scheme
- A range of family friendly policies
- Occupational health support and wellbeing Portal
- Discounts on Cinema, Restaurants and Shopping with Telent Reward scheme
Learn more about Telent:
Brilliance brought together.
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