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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Principal Consultant-Customer Relationship - **Company:** K&k Social Resources & Development Gmbh - **Location:** Glasgow, UK - **Contract:** Permanent contract - **Skills:** Agile Methodology, Release Management, Information Technology, Oracle Ebusiness - **Published:** June 6, 2026 - **Apply:** https://www.apply4u.co.uk/jobs/x/38358476/ ## About the Role Key Skills & ExperienceEssential.Proven experience in client relationship management within IT services or managed services environments.Strong stakeholder management experience in complex, multi-party programmes.Experience working with public sector.Knowledge of service delivery frameworks (ITIL or similar). DesirableExperience with Oracle E-Business Suite /systems.Understanding of HR, Payroll, and workforce systems.Experience in large-scale transformation or transition programmes. Key CompetenciesStakeholder relationship management.Strategic communication and influencing.Service orientation and customer focus.Problem-solving and escalation management.Commercial awareness and contractual understanding. PreferredShould be an excellent planner when it comes to perform release planning and other delivery planning.Should have excellent problem-solving skills.Responsible for Coaching and mentoring team members with experience of managing 5+ team members.Experience with Lean / Agile development methodologies & ITIL Methodologies. Note: Applicants for employment in UK should possess work authorization, which does not require sponsorship by the employer for a visa. ## Description Role: Principal Consultant-Customer RelationshipEmployment Type: Full-time PermanentLocation: London, UK Key Responsibilities1. Client Relationship ManagementAct as the primary point of contact for Central Team stakeholders. Build and maintain strong, trusted relationships with:Central Team.Programme stakeholders and user organisations.Ensure a structured and proactive engagement model across all service layers.Represent governance forums, service reviews, and stakeholder meetings. 2. Service Delivery AlignmentEnsure service delivery aligns with:Contractual commitments.Service Level Agreements (SLAs). Work closely with Service Delivery, Technical, and Functional teams to:Translate client requirements into actionable delivery plans.Ensure service performance meets expectations.Monitor service health and proactively address risk areas. 3. Stakeholder Communication & EngagementEstablish effective communication channels between and stakeholders, enabling:Clear feedback loops.Timely communication of service updates, risks, and changes.Support programme-wide communication strategies that ensure stakeholders understand service capabilities and changes.Facilitate collaboration across user communities and delivery teams. 4. Issue Escalation & Resolution ManagementAct as the escalation point for critical service issues and customer concerns. Coordinate resolution across:Application Support teams.Infrastructure and Technical teams.Change & Release teams.Ensure timely resolution and transparent communication throughout incident lifecycles.Maintain customer confidence during service disruptions. 5. Continuous Improvement & Customer AdvocacyIdentify service improvement opportunities based on:Customer feedback.Service performance trends.Operational challenges.Promote adoption of best practices across organisations.Work with delivery teams to implement service improvement initiatives. 6. Governance & ReportingProvide regular reporting on:Customer satisfaction.Service performance.Risks and escalations.Participate in joint governance forums with programme leadership.Ensure adherence to governance, compliance, and audit expectations. ## Related Videos - [The user in the eye of the Cargo1492 storm](https://www.wearedevelopers.com/videos/96-the-user-in-the-eye-of-the-cargo1492-storm) - [How to govern Vibe Coding for the Enterprise](https://www.wearedevelopers.com/videos/100290-how-to-govern-vibe-coding-for-the-enterprise) - [ShapeShift: Reinventing Agile for a B2B SaaS Scale-Up](https://www.wearedevelopers.com/videos/1655-shapeshift-reinventing-agile-for-a-b2b-saas-scale-up) - [How to Survive The Worst Launch of Your Career with Brenda Romero](https://www.wearedevelopers.com/videos/609-how-to-survive-the-worst-launch-of-your-career-with-brenda-romero) - [From Punch Cards to AI-assisted Development](https://www.wearedevelopers.com/videos/611-from-punch-cards-to-ai-assisted-development) - [A guide for effective talent acquisition and sustainable integration of international employees](https://www.wearedevelopers.com/videos/1081-a-guide-for-effective-talent-acquisition-and-sustainable-integration-of-international-employees) ## Related Articles - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [Starter Kit For Job Applications For Developers](https://www.wearedevelopers.com/magazine/7-starter-kit-for-job-applications-for-developers) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Where To Find Software Engineering Jobs](https://www.wearedevelopers.com/magazine/396-where-to-find-software-engineering-jobs) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023)