Technology Client Care Manager

London

The Technology Client Care Manager serves as the central point of Client Relationship Management for the C&W Technology Program. This role partners closely with the Account Executive and client leadership to drive technology strategy, operational excellence, and service delivery across the account. The Manager leads the Client Technology team, ensuring a high‑performing culture and seamless execution of the client’s technology program, standards, and expectations.

Key Responsibilities:

1. Client Relationship & Program Management

• Act as the primary technology relationship owner for the client, aligning with the Account Executive and client leadership.
• Own the strategic, financial, and operational performance of technology for the client account.
• Develop and deliver the client Technology Strategy, roadmap, goals, and objectives.
• Maintain, understand, and present cadenced Technology reporting, including Quarterly Business Reviews (QBRs), program alignment updates, and performance insights.
• Provide program‑level management of all technology investments and projects for the client account.
• Ensure timely user enablement, connectivity, and service delivery.
• Monitor and manage SLA performance, ensuring corrective actions and remediation when required.
• Provide oversight and steering of client‑driven analytics, recommending and driving best‑practice metrics and processes.

2. Leadership & Team Development

• Lead, manage, and develop the Client Technology team to execute the account strategy and technology operating model.
• Create and maintain a professional, high‑performance team culture where individuals take ownership and deliver excellence.
• Manage employee performance, including goal setting, routine check‑ins, coaching, and annual performance reviews.
• Oversee headcount planning, staffing, and developmental progress for all team members.
• Manage financial planning for technology resources, including staffing budgets, capital planning, business case development, and operating budget management.
• Oversee hiring, onboarding, and people‑management routines to support team growth and capability development.

3. Technology Operations Oversight

• Provide operational oversight of client technology applications, communications, reporting, and key SLAs in alignment with the client MSA and C&W standards.
• Ensure all projects and initiatives comply with evolving client security requirements and are executed with strong methodology, risk management, budgeting, and executive reporting.
• Oversee technology vendor and supplier relationships, ensuring contractual compliance and performance management.
• Maintain and present regular reporting to C&W and client stakeholders, including monthly, quarterly, and annual updates.
• Integrate feedback and insights from technology platforms, innovation teams, and advisory experts to enhance the client technology experience.
• Deliver monthly metrics reporting with recommendations for continuous improvement or remediation actions.

4. Security, Compliance & Governance

• Act as the primary C&W Technology contact for client‑specific security and compliance activities.
• Manage information security reviews and compliance with client policies for endpoints, data, and security management.
• Serve as the primary point of contact for audit and compliance routines across client and C&W teams.
• Ensure timely execution of control reviews and remediation activities required by suppliers, the client, and C&W compliance functions.
• Support network, cloud, and security enablement initiatives to maintain best‑in‑class security standards.
• Provide the necessary communications and support for effective incident and service management.

Qualifications & Experience:

• Strong background working within Integrated Facilities Management (IFM) environments, with hands‑on experience using IFM technology platforms.
• Proven experience in technology account management, client relationship management, or technology operations leadership.
• Strong understanding of enterprise IT operations, service delivery, and governance.
• Experience leading multi‑disciplinary technology teams in a matrixed structure.
• Proficiency in KPI/SLA management, analytics, and continuous improvement practices.
• Excellent communication, stakeholder engagement, and executive presentation skills.
• Experience with security standards, compliance processes, and technology audit frameworks preferred.