People and Client Success Manager

About _nology

At _nology, we create opportunities for people to build meaningful careers in tech, while helping organisations access diverse, future-ready talent.

As a tech talent consultancy, we support high-potential individuals to build careers across software engineering, cloud, data, testing, business analysis, and digital transformation. At the core of what we do is creating access — opening doors, building confidence, and enabling success in an industry that has not always felt accessible.

We are now looking for a Service Delivery Manager to help deliver this at scale, ensuring our consultants are successfully deployed, supported, and delivering impact for our clients.

Role Overview

The Service Delivery Manager at _nology will be responsible for overseeing the performance and development of our nology Consultants on client assignments, ensuring alignment with client needs, and nurturing strong relationships with key stakeholders. This role is instrumental to _nology’s growth strategy and dedication to maintaining the highest standards of service. The Service Delivery Manager will manage _nology consultant lifecycles, drive professional development, and collaborate closely with the delivery and sales teams to identify and leverage new growth opportunities.

Key Responsibilities

Client and _nology consultant Focus

• Client Preparation and Onboarding: Prepare consultants for client introductions, interviews, onboarding by sharing insights on the client environment and fostering awareness of client-specific expectations.

• Celebrating Successes: Actively recognise and celebrate achievements of _nology consultants to encourage motivation and continuous improvement.

• Professional Development: Invest time in supporting _nology consultants’ development and career progression through mentorship, feedback, and structured guidance.

Performance Management and Feedback

• Constructive Feedback: Provide accurate, real-time feedback to _nology consultant to support their growth and address areas for improvement. Engage with wider team including training to align skills to client requirements and consultant gaps.

• Performance Monitoring & Improvement Plans (PIPs): Confidently manage PIPs with a high success rate, ensuring _nology consultant receive supportive and actionable feedback. Work with HR to manage ER concerns. Track KPIs and performance metrics of candidates. Report findings to client and internal stakeholders. Monitor progress against milestones. Adjust plans as necessary to stay on track.

• Sensitive Conversations: Handle confidential and sensitive discussions professionally, escalating concerns as necessary and conducting disciplinary/review meetings alongside HR.

• Role Modelling and Standards Setting: Lead by example, establishing professional boundaries and fostering a respectful, high-performing team culture.

Client Relationship Management

• Client Knowledge and Industry Awareness: Maintain an understanding of client environments, challenges, and industry trends, adapting to ensure our _nology consultant deliver to the highest standards. Support with and develop knowledge exchange & client/consultant sessions to deepen partnerships and add value to consultants and clients.

• Onboarding/Offboarding: Ensure a seamless onboarding/offboarding process for _nology consultant from client assignments, covering feedback, handover, and potential backfills (supported and with HR BP & Account Manager).

• Relationship Building: Develop and maintain strong professional relationships with clients and colleagues, promoting a collaborative and effective work environment. Offering information on _nology service capabilities.

• Stakeholder Communication: Hold regular meetings with the client/assignment lead. Provide status reports and performance metrics to client and internal time when required with AM. Provide candidate data and reports to internal stakeholders e.g. finance, account managers, HR etc.

Training Program Oversight

• Program Management: Manage approximately 45-55 _nology consultants, directly overseeing their participation and progress in the _nology training program once on site. Liaising with the training team to ensure they have clear training programmes in place.

• Resource Planning and Utilisation: Collaborate with the broader team to optimise resource utilisation, ensuring effective deployment across client needs (within known limits). Advise team of concerns risks in skills, performance or client satisfaction.

•One-to-One Coaching and Career Progression: Conduct regular 1:1 sessions, performance appraisals, and career progression discussions, leveraging _nology’s training to upskill.

Service Delivery and Account Management

• End-to-End Lifecycle Management: Oversee the placement, retention, and progression of _nology consultant within client accounts, identifying growth opportunities and mitigating delivery risks.

• Account Portfolio Management: Manage a portfolio of 5-8 client accounts, ensuring all service delivery meets or exceeds client expectations.

• Client Requirements and Commercial Processes: Support & collaborate with Sales and BD team in validating and managing client requirements and support to align services with client needs and business goals.

• Support with Marketing & Engagement: Assist and support in creating content for marketing materials, including wider business activities with partners, awards, conferences etc. Create and support

Requirements

Qualifications and Skills

• Coaching and Mentorship: Proven experience in coaching and mentoring professionals, preferably within a technology, data, or change management environment.

• Stakeholder Management: Demonstrated expertise in managing stakeholder relationships at multiple organisational levels.

• Delivery and Performance Management: Strong background in managing delivery processes, performance metrics, and resource planning.

• Organisational Awareness: A solid understanding of corporate structures, operational models, and enterprise frameworks.

• Industry Knowledge: Up-to-date with trends and best practices in tech, change management, and professional development.

• Analytical and Problem-Solving: Proactive in identifying issues and proposing effective solutions.

• Professional: Commitment to maintaining professional relationships and discretion within the team and with clients.

•Team Focused: Committed to supporting the business by offering insight, solutions and suggestions to improve and scale.

Benefits

Why Join _nology?

• Purpose-driven work – play a meaningful role in creating access to careers in tech
• Impact – directly contribute to building diverse, future-ready digital teams
• Growth – be part of a scaling organisation where you can shape and evolve the talent function
• Collaboration – work across a highly engaged, cross-functional team