Client Services Director

At Portico, we believe outstanding service starts with exceptional leadership. We're looking for an experienced and commercially minded Client Services Director to lead a portfolio of client contracts, driving operational excellence, client satisfaction, team development, and sustainable business growth.

This is a high-profile leadership role that combines strategic thinking with hands-on operational support. You will work closely with Operations Managers, client stakeholders, and support functions to ensure our services continue to exceed expectations while identifying opportunities for innovation, efficiency, and growth.

As a visible leader within the business, you will play a key role in shaping our operational strategy, developing future talent, and championing Portico's culture and values across your portfolio.

Leadership & Team Development

• Lead, coach and develop Operations Managers and senior operational teams.
• Create a high-performance culture focused on accountability, collaboration, and continuous improvement.
• Support succession planning and talent development across the business.
• Recognise and reward outstanding performance while encouraging innovation and fresh thinking.
• Foster a culture that challenges the status quo and raises standards across all areas of service delivery.

Client Relationship Management

• Build and maintain strong relationships with key client stakeholders.
• Ensure contractual commitments and service level agreements are consistently achieved.
• Support operational teams in delivering exceptional client experiences and resolving service challenges.
• Conduct formal business reviews and provide strategic guidance to client teams.
• Monitor service performance and identify opportunities to enhance the client experience.

Business Growth & Innovation

• Identify emerging opportunities and market trends that can add value to our clients.
• Support business development activities including sales presentations, tenders, site visits, and contract mobilisations.
• Actively contribute to client retention strategies and portfolio growth.
• Share innovative service solutions and best practice across the wider business.
• Represent Portico as a professional ambassador both internally and externally.

Financial & Commercial Management

• Support budget planning, forecasting, and financial performance reviews.
• Drive profitability through effective operational and commercial management.
• Monitor key performance indicators and implement action plans to improve performance.
• Ensure financial controls and company procedures are consistently followed across all contracts.
• Build commercial awareness throughout operational teams and encourage ownership of performance outcomes.

Operational Excellence

• Ensure compliance with all company policies, procedures, and statutory requirements.
• Support teams in delivering services aligned with agreed SLAs and client expectations.
• Monitor operational performance and implement improvements where required.
• Work collaboratively with support functions to deliver consistent, high-quality outcomes for clients.

What We're Looking For

• Proven senior leadership experience within hospitality, facilities management, workplace experience, outsourcing, or a client services environment.
• Strong experience managing multiple client contracts and operational teams.
• Commercially astute with experience managing budgets, KPIs, and financial performance.
• Exceptional stakeholder management and relationship-building skills.
• A track record of developing high-performing teams and future leaders.
• Strong strategic planning, problem-solving, and decision-making abilities.
• Passion for service excellence and continuous improvement.
• Experience of working in high end customer service environments, and particularly Front of House

What's in it for you?

• Excellent holiday allowance
• Pension contributions,
• Life insurance
• Enhanced annual leave
• Recommend a Friend Bonus Scheme
• Thank you voucher scheme.
• 24-hour personal helpline for employees, providing counselling & information services.
• Access to Choices, our discounts and benefits platform which offers you fabulous savings for thousands of high street retailers, hotels, cinemas and many more.
• Our Training Academy provides excellent training and development opportunities for our people.