Director of Client Delivery in London, Greater London

Director of Client Delivery

Location: Central London — hybrid, with approximately 2–3 office days per week and client travel as required
Benefits: Annual management incentive bonus of up to 10%, based on company and personal performance, plus pension

The Opportunity

An established business in the energy and utilities sector is seeking a commercially minded Head of Client Delivery to lead its account management function and take ownership of the client lifecycle.

This senior leadership position combines client relationship management, service delivery and commercial growth. You will ensure clients receive a consistently high standard of service while identifying opportunities to deepen relationships, improve retention and expand the services they use.

Working closely with senior leadership, you will help shape a scalable approach to client management as the business grows and develops its service offering.

The Role

You will lead the onboarding and account management team, setting clear expectations for client ownership, account planning and delivery. You will oversee relationships with both existing and newly onboarded clients, ensuring that commitments translate into measurable outcomes.

The role requires close collaboration with commercial, technical solutions and operations teams. You will connect client needs with relevant services, support sustainable account growth and ensure delivery remains aligned with contractual and regulatory requirements.

Key Responsibilities

Client ownership and commercial growth

• Own the client lifecycle, from onboarding through ongoing delivery, retention and account development.
• Build trusted relationships with senior client stakeholders and act as an escalation point for complex issues.
• Develop account plans covering multiple sites, identifying client priorities, service improvements and growth opportunities.
• Work with the commercial team to deliver appropriate upsell and cross-sell opportunities.
• Ensure account growth delivers clear value for clients and positive outcomes for residents and end users.

Delivery and cross-functional collaboration

• Coordinate with operations to ensure agreed client commitments are delivered.
• Partner with technical solutions colleagues to develop propositions that address client needs.
• Monitor account performance, identify delivery risks and lead timely resolutions.
• Embed awareness of relevant regulatory and compliance requirements into client planning and delivery.
• Use client feedback and performance data to improve services and strengthen relationships.

Team leadership and scale

• Directly manage, coach and develop the account management team.
• Establish consistent standards for account planning, communication and performance.
• Support team expansion while improving productivity and service quality.
• Develop the use of digital tools to streamline client engagement and enable growth.
• Contribute to the wider leadership agenda as the business broadens its service offering.

About You

You will bring:

• Experience in the energy or utilities sector, with heat network experience a strong advantage.
• A track record of owning significant client relationships and delivering retention and commercial growth.
• Experience leading and developing account management or client delivery teams.
• Proven ability to build and execute account plans across complex, multi-site portfolios.
• Strong commercial judgement, including identifying and progressing relevant client opportunities.
• Confident presentation skills and the ability to communicate effectively with senior stakeholders.
• High emotional intelligence and the flexibility to adapt your approach to different clients and colleagues.
• Experience working across commercial, technical and operational teams to deliver shared objectives.

Experience supporting social housing providers, housebuilders or managing agents would be particularly valuable. An understanding of sector technology, regulation and the impact of service delivery on residents would also be beneficial.

Interview Process

The process is expected to comprise three stages:

1. An initial Teams interview with senior leadership.
2. A face-to-face interview, including a presentation.
3. A final discussion with senior business leaders.