Director of Client Services - Transport
Where the job is based: Home-based (will need to attend Kerv Digital offices and customer sites as and when required)
Who we are: Kerv Digital (previously known as cloudThing) solve complicated problems with great digital experiences. We combine Power Platform, DevSecOps, Data Science and Software Engineering to achieve measurable business outcomes for our clients. Headquartered in Birmingham and part of Kerv, we are part of a £100m revenue global organisation, with over 450 employees, working with over 800 sector-leading clients, with offices in London, Birmingham, Bangalore, Pune and Romania. Kerv is an ethically led organisation, and we are proud of our values. Our mission, to Build Future and make a positive difference in society, helps guide us to choose to work primarily with Non-profit and Public Sector organisations. We encourage all our team members to embrace the latest technologies, frameworks, and cloud deployment platforms to help our clients achieve more. We are proud to be certified as a Great Place to Work® by independent assessors in both the UK and India. We can offer you an inclusive, collaborative atmosphere to develop your skills as part of a global multi-discipline team with opportunities to be mentored by forward-thinking leaders. Join us today to work closely with household name clients, build your technical prowess, and make new friends along the way.
Who we are looking for:
To support our continued growth, Kerv Digital has a Client Services layer within our management structure with a focus by market sector, providing direct senior leadership at an operational level with a broad remit to deliver successful outcomes for our clients and our people.This role will be in our Transport business unit, and we’re looking for applicants with relevant Transport experience within either or both Public and Private sectors
Our Directors of Client Services effectively act as Managing Directors within their sector, working closely with their equivalent Sales and Technical counterparts. As a Director of Client Services within a given sector, you are a capable and experienced professional who is comfortable working in complex environments, across a variety of projects and activities simultaneously. You will be someone who firmly believes in the value of delivering positive, impactful change to our customers, to meet short term priorities and deliver long term growth and innovation. Directors of Client Services will generate enthusiasm, drive change & transformation to take client service operations to the next level, working closely with the COO, other sector leads and Heads of Departments across the organisation. You will own the client relationships and oversee delivery of the portfolio in your respective area in order to meet objectives and ensuring client satisfaction, whilst considering costs and practical challenges. This role will help us to further develop our strategy and practices and, under the direction of the Executive Board, you will contribute to, help shape and implement strategy to improve all aspects of service delivery and internal efficiency.
In this role you will be the primary point of escalation for your team, our customers and other internal departments within Kerv Digital. You will also support the Sales Team with winning new business, whilst working with other areas of the business to improve and implement new processes to help growth, delivery effectiveness and implement changes that can strengthen our relationship with our clients.
Responsibilities
Operational
- Work cross-functionally to ensure Customer Experience is always at the heart of what we do
- Influence, engage and negotiate with multiple stakeholders with a high level of interpersonal, advocacy, and communication skills
- Develop and maintain internal and external relationships to support opportunities identification and key account growth plans
- Undertake various activities to support our partnership with Microsoft, owning the relationship for your sector
- Gain and maintain a comprehensive understanding of existing capabilities and designing innovative solutions to new opportunities · Support the organisation’s response to bids (RFI / RFPs) and regular client reporting in support of all client service, relationship management and business development efforts
- Work with Heads of Departments to forecast resources and skills needs for upcoming and current projects or new services to evolve the organisation and deliver strategic gains Develop production of monthly revenue, margin, utilisation and qualitative reports, developing plans to ensure financial and client commitments are met
- Offer advice to clients on products or services
Strategic
- Oversee / manage the voice of clients (be the customer voice) and use learnings to continuously strengthen client service
- Build strategic collaborative relationships and partnerships across areas of responsibility and take a pragmatic, evidence-based approach to ensure appropriate decisions are taken
- Understand the evolution of the markets in which we operate and incorporate within our strategy and offering
Leadership
- Lead, motivate and develop teams in the day to day running of the operation, driving a high-performance culture · Monitoring and reporting of KPIs and SLAs
- Ownership and accountability for creation and achievement of Client Service strategic plans and related goals
- Drive successful delivery of all projects within the sector’s portfolio of work and maintain focus on getting the right outcome for both our clients and Kerv Digital
Other
- Work with other Sector Heads to identify trends / common problems to improve ways of working
- Participate in and support wider Kerv Group projects, activities and initiatives when requested
- Support Client Services initiatives by undertaking tasks allocated in the CS Backlog
- Monitor our use of tools, systems and processes to ensure they remain fit for purpose as we continue to scale at pace and work with Heads of Departments to continue to improve operations and service processes · Other tasks as reasonably requested (yes, our lawyers asked for that one)
Required Skills and Experience:
• An effective and assertive leader, coach, and mentor, with a record of building, inspiring, and empowering high performing teams
• Strong initiative and analytical ability plus capacity to work well under pressure while maintaining good attitude
• High levels of business and financial acumen with an understanding of company strategy, operating environment and business objectives
• Handling client escalations and ensuring successful outcomes
• Successfully delivered a number of large, complex client related programmes
• Experience planning/forecasting and managing budgets
• Demonstrates an understanding of strategic issues impacting relevant industries
• Have a good working understanding of current, new & emerging technologies
Customer Service; Service Management; Relationship Management
• We are also looking for people that fit how we work, which is something like;
• happiest working under their own direction, but fully supported when needed
• an obvious attention to detail, we want you to obsess about the little things!
• an escalation handler, able to achieve win-win outcomes by utilising the skills across the team
• ability to work effectively with remote teams in India and Romania
• ability to work flexibly to deliver on-time to tight timescales
What we can do for you:
We’re a transparent, honest and fiercely equal employer that believes completely in providing the best possible work experience for our employees:
Real Flexibility – we’re a family first organisation, and if the work gets done, you can work when and wherever you want. A healthy approach for most of our teams seems to be splitting three ways between home, customer sites and the office.
Awesome Environment – all of our employees will tell you that we foster an easy going environment, are experts at what we do and care deeply about what we work on, and the company was started specifically to find a way for people to take more enjoyment from their work.
Interesting Work – these days most of our customers are household names and many of our projects have an important impact on the world around us. The kind of things we do regularly include working with not-for-profits to transform how they leverage technology, working with public bodies to shape digital services and working with top tier private entities to bring genuinely new and meaningful products and services to market.
Great Benefits – all the usual suspects and then some. Some highlights include our choose-your-own tech approach to end-user devices, well stocked cupboards with tasty goodies (we’re a food first company too), excellent professional development support including frequent in-house training for tech. you can’t get trained on anywhere else and private healthcare. Full disclosure; some benefits can only be provided after probation.
Recognition & Growth – Recognized as a 'Great Place to Work' in both the UK and India, our commitment to excellence goes beyond our products and services. Our culture is a testament to the dedicated technologists who work tirelessly to drive our vision forward. Being a part of Kerv Digital means embracing a culture of innovation, collaboration, and mutual respect. Our teams in the UK and India thrive in an atmosphere that promotes continuous learning and growth.
Join us at Kerv Digital, where we don’t just build groundbreaking technology - we build future.
Don’t take our word for it though, check out our impartial Glass Door reviews
More on equality:
At Kerv, we’re building something special and we’re building it to last. We want everybody to feel valued, included and love working together. With an uncompromising pursuit of amazing employee experience, we always strive to do the right thing. We believe and will relentlessly promote and support the power of diversity, equality and belonging, through collaboration and creating exceptional solutions together.
*Please note: By submitting an application you agree to Kerv Digital’s Trakstar Privacy Notice - Kerv
