ICS.AI Limited
Head of Client Services
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Job Title: Head of Client Services (Benefits Manager)
Location: Remote / Hybrid
Salary: £80,000 – £90,000 · Full-time, Permanent
AI is transforming how public services are designed and delivered and ICS.AI is leading that change. As we scale our Delivery function, we’re looking for a Head of Client Services (Benefits Manager) to lead how we prove, protect and grow the value our AI Transformation programmes create for clients.
About the role
This is a senior, dual-mandate leadership role. As Head of Client Services, you’ll lead our Client Services function; Customer Success, Adoption, Service Management and Benefits Management and line manage the Customer Success Manager and AI Adoption Lead(s). As Benefits Manager, you’ll be our most senior client-facing voice on benefits realisation, working directly with senior client stakeholders to establish, agree and track the strategic value of every programme.
You’ll sit alongside our Head of Projects and Head of Product, reporting to the Director of Delivery. It’s a newly created role with genuine scope to shape how ICS.AI delivers and demonstrates value at scale.
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What you’ll do
- Lead and grow the Client Services function, line managing the Customer Success Manager and AI Adoption Lead(s) with coaching, performance management and development.
- Own the Client Services operating model, KPIs and reporting adoption, client satisfaction (CSAT/NPS), benefits tracking and service performance.
- Act as our senior benefits realisation lead, engaging Client SROs, S151 Officers, Finance Directors and senior leadership teams to agree benefits projections and validate realised savings.
- Establish and maintain a Strategic Benefits Realisation Agreement for every programme, re-agreeing it at key milestones and translating performance data into strategic financial and organisational value.
- Represent ICS.AI at senior client governance forums such as Steering Groups, Programme Boards and MTFP planning sessions.
- Be the senior escalation point for client relationships, and support renewals, programme extensions, QBRs and client governance.
What you’ll bring
- 5+ years in a senior delivery, transformation or client-facing role within technology or professional services.
- A track record of leading benefits realisation within complex technology or organisational change programmes.
- Confidence engaging C-suite, Director-level or senior public sector stakeholders on financial and strategic outcomes.
- People leadership experience, coaching, performance management and developing specialist delivery teams.
- A background in AI, digital or technology-enabled transformation (public sector experience strongly preferred).
- Fluency with benefits frameworks (Managing Benefits, MSP, OGC Gateway or equivalent); local government finance and MTFP planning a strong plus.
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What we offer
- Salary of £80,000 – £90,000, depending on experience.
- Remote / hybrid working — we hire for talent, not postcode.
- A newly created leadership role with real scope to shape how we deliver and prove value.
- A seat at the table in a fast-scaling Delivery function, alongside the Head of Projects and Head of Product.
- The chance to lead genuinely impactful AI transformation across the public sector.
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