Head of Client Services

ICS AI Ltd

Head of Client Services leading client-facing functions and managing transformation programmes at ICS.AI. Responsible for benefits realization and strategic client engagement with a focus on public sector success.

Posted 7/22/2026full-time🇬🇧 United KingdomLead💰 £80,000 - £90,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading client services and benefits realisation within technology and professional services, with a strong focus on stakeholder engagement and performance management. Proven ability to translate performance data into strategic financial value while managing complex client relationships.

Highest-signal resume keywords

Benefits Realisation LeadershipClient Relationship ManagementPeople LeadershipStakeholder EngagementAI and Digital Transformation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Benefits FrameworksPerformance ManagementKPI DevelopmentClient Satisfaction MetricsFinancial ProjectionsOrganisational Change ManagementTechnology TransformationLocal Government FinanceMTFP PlanningCoaching and Development

Soft Skills

CommunicationLeadershipCoachingPerformance ManagementStakeholder Engagement

Industry Keywords

Client ServicesPublic SectorC-Suite EngagementGovernance ForumsStrategic Financial Outcomes

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

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.