Client Service Manager

Join Kainos and Shape the Future

At Kainos, we’re problem solvers, innovators, and collaborators - driven by a shared mission to create real impact. Whether we’re transforming digital services for millions, delivering cutting-edge Workday solutions, or pushing the boundaries of technology, we do it together.

We believe in a people-first culture, where your ideas are valued, your growth is supported, and your contributions truly make a difference. Here, you’ll be part of a diverse, ambitious team that celebrates creativity and collaboration.

Ready to make your mark? Join us and be part of something bigger.

As a Service Manager, you will be responsible for managing the day-to-day delivery of support services, as well as engaging in relevant client-relationships, across a variety of projects. This will include managing people, resources, finances, and reporting while ensuring adherence to robust quality standards including but not limited to ISO20000. You will also assist the senior management team with business growth within existing accounts.

as well as supporting business development activity for potential new clients.

The Successful Candidate Will Exhibit The Following

Delivery

• Manage the transition of projects from the development environment into support and project manage minor development/service work.
• Function as a key interface between technical, functional and client teams.
• Develop, implement, and maintain service standards and procedures for the Managed Services Practice.
• Support the Senior Service Manager in all aspects of service delivery including contractual service level agreements, staff planning, financial operations and customer satisfaction.
• Manage blended service teams across multiple locations working in collaboration with client and partner resources to share knowledge, meet requirements and continually improve service.
• Ensure regular reporting to clients and Kainos management via client service meetings and internal support reviews.
• Manage incident escalations – escalating to Kainos senior management as appropriate.
  
  

Business Development & Account Management

• Sound commercial awareness of client and service dynamics with demonstrable evidence of building client relationships.
• Support future growth by working closely with Senior Service mangers assisting where required with the sales/procurement cycle to best position Kainos to win profitable new business.

Understand the contracts and commercial terms applied to our services ensuring Kainos is not compromised by non-compliance.

Support Senior Service Manager in negotiating Service Level Agreements, support contracts and third-party contracts.

Team

• Motivate and empower teams to create a positive and creative culture for our people to perform well, learn and grow.
• Ensure all team members have clear goals, receive regular feedback, and have timely and constructive appraisals.
• Ensure team members have learning and development objectives to acquire and maintain the skills necessary for the relevant service.
• Have responsibility for staffing teams and on-boarding of new team members.
• Build and maintain constructive and collaborative relationships with the client, other suppliers, and third-party stakeholders.
  
  

Governance

• Ensure appropriate service governance arrangements and technical quality standards are implemented and followed throughout the project lifecycle.
• Effectively manage service risks and issues, escalating where appropriate.
• Comply, and ensures team members comply, with all confidentiality and non-disclosure policies and agreements and ensure the security of information, always.

Work with quality compliance and external auditors to ensure Kainos meets these standards for accreditation.

Professional Development and Growth

• Contribute to continuous improvement initiatives within the Management and Leadership Capability.
• Encourage innovation in technology and process within and beyond the Managed Service Practice.
• Proactively assist with recruitment activities to enable stable organisational growth.
  
  

Minimum (essential) Requirements

• Experience working in a commercial IT environment, with a thorough understanding of service management.
• Experience of adhering to the disciplines and quality standards of service and project management, ideally with a good understanding of ISO2000 standard.
• Evidence of developing and managing sound client-supplier relationships.
• Considerable experience in a relevant technical environment.
• Experience of facilitating workshops and discussion.
• Ability to make sensible decisions under pressure taking a balanced view of client demands and Kainos commercials.
  
  

Desirable

• Experience of working with key ITSM for example ServiceNow

Accreditation of ITIL foundation or similar.

Embracing our differences  

At Kainos, we believe in the power of diversity, equity and inclusion. We are committed to building a team that is as diverse as the world we live in, where everyone is valued, respected, and given an equal chance to thrive.   We actively seek out talented people from all backgrounds, regardless of age, race, ethnicity, gender, sexual orientation, religion, disability, or any other characteristic that makes them who they are.   We also believe every candidate deserves a level playing field.

Our friendly talent acquisition team is here to support you every step of the way, so if you require any accommodations or adjustments, we encourage you to reach out.

We understand that everyone's journey is different, and by having a private conversation we can ensure that our recruitment process is tailored to your needs.