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About the Role
This client-facing leadership role is responsible for ensuring the effective delivery of our Capability-as-a-Service (CaaS) engagements from mobilization through exit. You will act as the primary point of contact for senior client stakeholders, owning service quality, performance, governance, and continuity, while helping to shape our growing CaaS offering.
Responsibilities
- Manage client relationships with senior stakeholders, acting as primary contact and leading service reviews and governance meetings.
- Monitor service performance against agreed service levels, manage escalations, and ensure effective reporting and corrective actions.
- Plan capacity and demand, translating client requirements into resource plans to ensure timely availability of specialist capability.
- Lead new service mobilizations, oversee go-live readiness, and manage continuity throughout engagements.
- Monitor spend against budgets and purchase orders, manage scope changes, and support service extensions and renewals.
- Develop and maintain delivery processes, improve reporting standards, and identify opportunities to strengthen the CaaS offering.
Requirements
- Significant experience managing outsourced or managed services in technology/IT services, digital/professional services, management consultancy, managed service providers, or technology/workforce solutions.
- Proven track record of managing complex client relationships and owning service delivery in demanding, stakeholder-led environments.
- Experience managing senior stakeholders, including CIOs, CTOs, and Heads of Function.
- Experience leading formal service reviews and reporting on performance against SLAs and KPIs.
- Experience managing service escalations, risks, issues, and dependencies.
- Experience overseeing service mobilization, capacity planning, and ongoing delivery.
- Understanding of commercial controls, including purchase orders, budget consumption, change requests, and contract renewals.
- Ability to maintain the distinction between a managed service and the supply of individual contractors.
- Experience building and improving delivery processes within a growing or evolving service environment.
- Experience helping mobilize or develop managed services from an early stage is particularly desired.
Skills
- Client relationship management
- Service performance monitoring
- Capacity and demand planning
- Mobilization and continuity management
- Commercial and operational management
- Service improvement
Location
- London
Work Type
- Hybrid Working Model
- 4 days a week from our London office
- 2 weeks per year to work from anywhere
Experience Level
- Senior
Education Level
- ITIL 4 Foundation (or equivalent) would be beneficial
- Familiarity with the SFIA competency framework is beneficial
Benefits
- Up to 30 days of annual leave, plus bank holidays
- Birthday off
- Christmas closure period
- Annual company ski trip
- Subsidised gym membership
- Weekly in-office massages
- Professional mental health support and resources
- Enhanced maternity pay
- Regular team socials
- Performance incentives and rewards
- Discounted private healthcare
- Discounted dental plans
About the Company
- La Fosse is an employee-owned technology talent and solutions business.
- We partner with organisations on recruitment, executive search, academy, and technology solutions.
- Our Capability-as-a-Service (CaaS) offering provides clients with specialist digital and technology capability through fully managed, outcome-led services.