Key Client Services Manager
Position Status: Permanent
Salary Range: Competitive, dependent on skills and experience, plus bonus and benefits package
Location: Home-based with required client travel
About LMS Security
LMS Security Advisors is an independent security advisory business that partners with organisations to manage risk, strengthen resilience and make informed security decisions. As part of a wider group alongside Global Protect Risk and Intelligence, we deliver trusted advice across a broad range of security environments.
We are a values-led organisation committed to Excellence, Respect, Integrity and Collaboration, and we are proud to support a diverse and inclusive workplace.
Our teams work closely with clients to deliver value for money through high-quality advisory services, from strategy and design through to delivery and sign-off.
Role Overview
We are looking for an experienced Client Services Manager to take ownership of a key client account within our physical and electronic security business.
This is a client and service excellence focused role and will act as the single point of contact for the client, providing clear ownership across all aspects of the contract. You will be responsible for ensuring that we consistently deliver an exceptional level of service, high levels of technical capability, that contractual commitments are met, and that the client receives accurate, timely and proactive communication.
The account has a global footprint, although the role will be predominantly based in the UK, with occasional requirement for international travel.
You will have a strong technical background in physical and electronic security, work closely with operational, recruitment, finance, commercial and support teams to ensure every element of the account works seamlessly. You will not be expected to deliver every activity yourself; instead, you will be accountable for ensuring the right people deliver the right outcomes, on time and to the required standard.
This is not a sales-led role. Account growth will be rewarded through outstanding service delivery, strong client relationships, technical competency, and our ability to consistently demonstrate value
Your Qualifications & Skills
Client Relationship Management
- A client and service excellence prioritised approach.
- Proven experience managing a large, complex client account across multiple geographies and stakeholders, ideally within security services, facilities management, professional services or a similar environment.
- Strong client relationship management skills and confidence engaging with senior stakeholders.
- A track record of delivering high levels of customer service and client satisfaction.
- The client sees you as their trusted single point of contact.
- The relationship continues to strengthen through exceptional delivery and service.
Performance, Reporting & Service Excellence
- Reporting and Governance, including QBR presentations.
- Identification of operational gaps, proposing tailored risk mitigation strategies.
- Continuous Improvement.
- A proactive approach, anticipating issues rather than waiting for them to become problems.
- The ability to operate effectively in a fast-paced and occasionally demanding client environment.
- The confidence to challenge constructively when required.
- KPIs and SLAs are achieved and performance is proactively managed.
- Client issues are resolved quickly and effectively.
- Risks are identified and addressed before they become client issues.
- The account demonstrates continuous improvement.
- The client has confidence that if they raise an issue with you, it will get done.
Contract & Account Management
- Strong understanding of KPIs, SLAs, performance management and service improvement.
- Experience managing contract governance and client reviews.
- Good commercial awareness and attention to detail, including billing, pricing and revenue management.
- Billing and Financial Management.
- Recruitment and Workforce Management.
- Experience coordinating multiple internal teams to deliver a common outcome.
- Contractual commitments are consistently delivered.
- Billing and reporting are accurate, timely and right first time.
- Resourcing and recruitment requirements are managed proactively and transparently.
Technical Security Experience & Ways of Working
- Physical and electronic security experience, enabling you to lead and support a technical team.
- Highly organised and problem-solving approach.
- You will be comfortable taking ownership, coordinating multiple teams and dealing directly with senior client stakeholders.
- Operational Coordination.
- Stakeholder & Internal Management.
- You will be someone who doesn’t wait for problems to become complaints and who takes personal responsibility for ensuring commitments are delivered.
- Internal teams are aligned and accountable.
- The client receives exceptional service and consistent technical capability.
What We Offer
We support our people to learn, grow and thrive both personally and professionally.
Competitive salary & benefits
Learning & career progression
Funding for memberships, training & accreditations
Health & wellbeing support
Flexible working arrangements
Inclusive & respectful culture
Work with experienced specialists
Meaningful, high-quality security outcomes
Application Process
Successful candidates will be required to demonstrate their right to work in the UK and provide proof of a valid driving licence, access to an appropriate work vehicle with business use insurance, and a valid passport.
Successful candidates will also be required to pass BPSS and BS7858 security screening, sponsored by the company, before employment commences. Additional higher-level security screening may be required depending on specific client needs.
Join our Team
We are always on the lookout for people who are passionate about security and working together.