Client Coordination Manager
Role Overview
Leads operational delivery and client coordination across information security service lines, including Data Protection, Cyber Essentials, and Information Security Consultancy.
Oversees the Client Coordination team and drives service quality, process improvement, performance management, client satisfaction, and commercial performance.
Key Skills for This Role
Full Job Posting
Role overview
Leads operational delivery and client coordination across information security service lines, including Data Protection, Cyber Essentials, and Information Security Consultancy.
Oversees the Client Coordination team and drives service quality, process improvement, performance management, client satisfaction, and commercial performance.
Operational delivery and team management
- Oversee end-to-end service delivery, ensuring services are timely, efficient, and aligned with client expectations and contractual obligations.
- Monitor delivery performance, utilization, and capacity planning; align delivery with strategic objectives.
- Line-manage Client Coordinators; conduct one-to-ones, performance reviews, and appraisals; support career development.
- Lead team meetings and performance check-ins and support recruitment, onboarding, and training.
Commercial and client coordination
- Monitor service costs and resource allocation; track utilization, revenue delivery, client satisfaction, and operational efficiency KPIs.
- Support revenue targets and provide performance insights and reporting to senior leadership.
- Coordinate with finance and operations on billing accuracy and timely invoicing.
- Handle client coordination escalations, ensure transparent communication, and build internal stakeholder relationships.
Experience and capabilities
- Proven service delivery operations experience in a professional services or consultancy environment.
- Experience leading and developing coordination or operations teams and managing multiple concurrent client engagements.
- Strong understanding of information security services, including Data Protection, Cyber Essentials, or broader information security consultancy.
- Strong organization, attention to detail, commercial awareness, revenue-target delivery, KPI reporting, and performance analysis.
- Excellent stakeholder management and negotiation skills; strong written and verbal communication.
- Proactive, solutions-driven, accountable, resilient under pressure, and committed to continuous improvement and development.
Benefits
- 25 days of annual leave plus birthday leave, company pension, subsidized gym membership, employee benefits platform, team events, and individual private healthcare cover.
- Learning allowance for personal development and a flexible working policy.
Location and work arrangement
- Listed location is Leeds, UK; the role is described as fully remote.
- Employment type is full-time.
About IMSM and WorkNest Secure
IMSM provides ISO consultancy and is part of the Axiom GRC division within the WorkNest group.
The role sits within WorkNest Secure, which provides cyber security, information security, data protection, penetration testing, compliance, and governance, risk, and compliance services.
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