Principal Consultant-Customer Relationship

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.

1. 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.

2. 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.

3. 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.

4. 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.
5. 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.

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.