Head of Client Assurance – Professional Services

Key responsibilities

• Own customer satisfaction across all Professional Services engagements and ongoing services: measured, reported and improving
• Map and manage customer stakeholders on every major account, and set the steering rhythm with each customer at engagement initiation
• Run structured, independent assurance reviews on major engagements at defined points - initiation, mid-engagement and ahead of critical milestones - covering delivery health, customer sentiment and commercial position
• Log review findings and track them to closure by the accountable function
• Set the customer health rating: a red rating requires a recovery plan from the accountable function within five working days, which this role reviews
• Act as the recognised route for customer escalations, including those arriving through Sales: resolve directly where possible, and raise anything unresolved - or anything the Chief Delivery Officer should know - immediately and factually
• Gate new services from the customer's side: no service is sold to a second customer until this role has confirmed it works and can be repeated
• Convene delivery, the practices and PS Advisory on new services and playbooks, testing the output against how a customer will experience it
• Own and run the growth recognition scheme with sales leadership and Finance, crediting delivery-sourced opportunities once registered and won by Sales
• Track every engagement against the success measures agreed with the customer, using reporting produced by the project management office