Worknest Secure
Client Coordination Manager
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Client Coordination Manager
The Client Coordination Manager is responsible for leading the operational delivery and client coordination across our Information Security service lines, including Data Protection, Cyber Essentials, and Information Security Consultancy.
This role ensures the seamless end-to-end delivery of services, effective resource coordination, high levels of client satisfaction, and strong commercial performance. The Client Coordination Manager will oversee the Client Coordination team supporting these functions, driving operational excellence, process improvement, and performance management across the department.
The role requires a strong operational leader with the ability to manage multiple service streams, maintain delivery standards under pressure, and foster a high-performing, customer-focused culture.
Key Responsibilities
Operational Delivery & Service Management
- Oversee end-to-end delivery of Information Security services across:
- Data Protection
- Cyber Essentials
- Information Security Consultancy
- Ensure services are delivered efficiently, on time, and in line with client expectations and contractual obligations.
- Monitor service delivery performance, utilisation, and capacity planning.
- Collaborate closely with the Head of Information Security Operations to align delivery performance with strategic objectives.
Team Leadership & Management
- Line manage Client Coordinators who will work across Data Protection, Cyber Essentials, and Information Security functions.
- Conduct regular 1:1s, performance reviews, and annual appraisals.
- Support career development and progression planning within the team.
- Foster a high-performing, accountable, and collaborative team culture.
- Lead regular team meetings and performance check-ins.
- Support recruitment, onboarding, and training of new team members.
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Commercial & Performance Management
- Support budget management by monitoring service delivery costs and resource allocation.
- Track and report on key KPIs, including utilisation, revenue delivery, client satisfaction, and operational efficiency.
- Ensure effective coordination to support revenue targets within InfoSec service lines.
- Provide performance insights and reporting to senior leadership.
- Work collaboratively with finance and operations teams to ensure billing accuracy and timely invoicing.
Client Experience & Stakeholder Management
- Drive a strong customer-focused culture within the Client Coordination team.
- Act as an escalation point for client coordination issues where required.
- Ensure consistent communication and service transparency with clients.
- Build effective relationships with internal stakeholders, including consultants, service leads, sales, and finance teams.
Skills & Experience Required
- Proven experience managing service delivery operations within a professional services or consultancy environment.
- Experience leading and developing coordination or operations teams.
- Strong understanding of Information Security services, including Data Protection, Cyber Essentials, or broader InfoSec consultancy.
- Demonstrated ability to manage multiple concurrent client engagements.
- Strong organisational skills with exceptional attention to detail.
- Commercial awareness and experience managing delivery against revenue targets.
- Confident in KPI reporting and performance analysis.
- Excellent stakeholder management and negotiation skills.
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Personal Attributes
- Proactive, solutions-driven mindset.
- Strong leadership presence with an approachable and supportive style.
- Excellent written and verbal communication skills.
- High level of accountability and ownership.
- Resilient and able to operate effectively under pressure.
- Committed to continuous improvement and professional development.
Benefits
- 25 days annual leave plus birthday leave
- Company pension
- Subsidised gym membership
- Employee benefits platform
- Regular team events
- Private healthcare (individual cover)
- Learning allowance for personal development
- Flexible working policy
This role would be particularly well suited to a candidate with a service delivery background or someone with experience in business operations.
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