Senior dual-mandate role leading Client Services (Customer Success, Adoption, Service Management, Benefits Management). Own operating model, KPIs, CSAT/NPS, benefits tracking and strategic agreements. Engage C-suite and senior public sector finance stakeholders to agree and validate programme benefits, represent ICS.AI at governance forums, manage escalations, support renewals and shape delivery value at scale.
Job Title:- Head of Client Services (Benefits Manager)
Location: -Remote / Hybrid ·
Salary:- £80,000 – £90,000 · Full-time, Permanent
AI is transforming how public services are designed and delivered and ICS.AI is leading that change. As we scale our Delivery function, we’re looking for a Head of Client Services (Benefits Manager) to lead how we prove, protect and grow the value our AI Transformation programmes create for clients.
About the role
This is a senior, dual-mandate leadership role. As Head of Client Services, you’ll lead our Client Services function; Customer Success, Adoption, Service Management and Benefits Management and line manage the Customer Success Manager and AI Adoption Lead(s). As Benefits Manager, you’ll be our most senior client-facing voice on benefits realisation, working directly with senior client stakeholders to establish, agree and track the strategic value of every programme.
You’ll sit alongside our Head of Projects and Head of Product, reporting to the Director of Delivery. It’s a newly created role with genuine scope to shape how ICS.AI delivers and demonstrates value at scale.
What you’ll do
- Lead and grow the Client Services function, line managing the Customer Success Manager and AI Adoption Lead(s) with coaching, performance management and development.
- Own the Client Services operating model, KPIs and reporting adoption, client satisfaction (CSAT/NPS), benefits tracking and service performance.
- Act as our senior benefits realisation lead, engaging Client SROs, S151 Officers, Finance Directors and senior leadership teams to agree benefits projections and validate realised savings.
- Establish and maintain a Strategic Benefits Realisation Agreement for every programme, re-agreeing it at key milestones and translating performance data into strategic financial and organisational value.
- Represent ICS.AI at senior client governance forums such as Steering Groups, Programme Boards and MTFP planning sessions.
- Be the senior escalation point for client relationships, and support renewals, programme extensions, QBRs and client governance.
What you’ll bring
- 5+ years in a senior delivery, transformation or client-facing role within technology or professional services.
- A track record of leading benefits realisation within complex technology or organisational change programmes.
- Confidence engaging C-suite, Director-level or senior public sector stakeholders on financial and strategic outcomes.
- People leadership experience, coaching, performance management and developing specialist delivery teams.
- A background in AI, digital or technology-enabled transformation (public sector experience strongly preferred).
- Fluency with benefits frameworks (Managing Benefits, MSP, OGC Gateway or equivalent); local government finance and MTFP planning a strong plus.
What we offer
- Salary of £80,000 – £90,000, depending on experience.
- Remote / hybrid working — we hire for talent, not postcode.
- A newly created leadership role with real scope to shape how we deliver and prove value.
- A seat at the table in a fast-scaling Delivery function, alongside the Head of Projects and Head of Product.
- The chance to lead genuinely impactful AI transformation across the public sector.
Apply for immediate consideration
Similar Jobs
Cloud • Computer Vision • Information Technology • Sales • Security • Cybersecurity
Analyzes adversary intrusions, malware, files, and events to create and improve machine-learning security detections. Reviews false positives and negatives, investigates emerging threats, analyzes data at scale, and coordinates with internal teams on product and service improvements. The role also addresses customer questions about detection-model efficacy and may require on-call coverage several times annually.
Top Skills:
AssemblyCC++JavaMachine LearningPublic Cloud InfrastructureWindows ApiWindows Os
Cloud • Computer Vision • Information Technology • Sales • Security • Cybersecurity
Provides technical support for CrowdStrike’s cloud cybersecurity platform. Resolves customer issues through multiple channels, troubleshoots cloud, Kubernetes, container, and Linux environments, identifies root causes, documents bugs, creates knowledge content, and manages escalations. Advises customers on deployment, integration, and maintenance while collaborating with engineering and internal technical teams. The role also serves as a product subject matter expert and drives process improvements and customer-focused technical communications.
Top Skills:
Ai TechnologiesAntivirusAPIsAWSAzureContainersFirewallsGCPKubernetesLinuxProxy ServersSplunkVpn
.png)
eCommerce • Fintech • Hardware • Payments • Software • Financial Services
Leads international third-party channel expansion across independent consultants and resellers. Owns market launches, operational process design, partner onboarding, deal registration, reporting, incentives, and cross-functional execution. Diagnoses channel bottlenecks, implements scalable solutions, coordinates Product, Sales, Finance, Legal, Compliance, Marketing, and Operations, and manages multiple complex programs through delivery. The role also supports market analysis, pricing, commission structures, competitive research, and readiness handoffs to regional teams.
What you need to know about the London Tech Scene
London isn't just a hub for established businesses; it's also a nursery for innovation. Boasting one of the most recognized fintech ecosystems in Europe, attracting billions in investments each year, London's success has made it a go-to destination for startups looking to make their mark. Top U.K. companies like Hoptin, Moneybox and Marshmallow have already made the city their base — yet fintech is just the beginning. From healthtech to renewable energy to cybersecurity and beyond, the city's startups are breaking new ground across a range of industries.
