ICS AI Ltd

Client Services Representative

• 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.

Head of Client Services

AI Engineer

• Act as the primary point of contact with major clients during project delivery and represent the company on Project Steering Groups
• Manage all elements of the PRINCE2 Agile project management lifecycle for AI transformation programmes
• Coordinate technical implementation teams for projects and solutions across multiple concurrent workstreams
• Manage project budgets, resourcing, risk management and stakeholder engagement across multiple council departments
• Provide client communications and reporting, including regular Highlight reports and project status updates
• Ensure accountability for project quality through test plans, governance reviews and risk management
• Create and maintain project documentation including Project Initiation Documentation, Project Plans, RAID Logs, and Change Management Trackers
• Deliver Risk Management, Stakeholder Management, Budget Management, Benefits Realisation, Business Intelligence and Renewal management
• Effective resource planning to ensure maximum billable resource allocation
• Provide consultancy services and gather solution requirements from stakeholders
• Support the Project Management Office team with PMO continuous improvement initiatives.

AI Transformation Lead

• Develop comprehensive change management strategies for AI implementation
• Conduct stakeholder analysis and create stakeholder engagement plans
• Design and deliver communications campaigns that support AI adoption
• Develop training plans and materials for end‑users
• Establish and support networks of change champions
• Track benefits, measure adoption and produce reporting
• Conduct business readiness assessments
• Manage resistance and develop mitigation strategies
• Support post‑implementation transition to BAU operations
• Collaborate with project delivery teams to align change activity with solution rollout