Client Service Delivery Lead

Location:Remote
Duration:12-month contract (potential to move perm)
Start Date:ASAP

About the Company
Our client, Walden Digital Group, is a leading IT and digital solutions provider specialising in supply chain optimisation for the Life Sciences sector.

Role Overview
We are seeking a Client Service Delivery Lead to act as the single-threaded owner for key enterprise accounts, ensuring roadmap execution, solution adoption, and long-term customer success. This senior, client-facing role combines the strategic focus of a key account manager with strong technical understanding of supply chain and logistics solutions, without requiring hands-on delivery or support.

The successful candidate will build trusted relationships with senior stakeholders, manage governance and service delivery processes, and ensure solutions deliver maximum value for clients in regulated pharma/GxP environments.

Key Responsibilities

• Serve as the single point of ownership for assigned key accounts, acting as the client's advocate within the organisation
• Manage client roadmaps, adoption plans, and strategic initiatives to maximise value realisation
• Conduct regular service delivery and governance reviews, ensuring contractual and performance commitments are met
• Translate technical solution capabilities into business value for client stakeholders
• Oversee commercials, renewals, and expansion opportunities within assigned accounts
• Produce KPI and service performance reports, delivering clear and compelling narratives for senior decision-makers
• Build strong, long-term relationships to drive satisfaction, retention, and growth
• Collaborate with internal technical delivery teams to ensure solutions align with client business objectives
• Capture and channel customer feedback to inform product and service improvements
• Ensure awareness of, and adherence to, relevant pharma/GxP compliance standards

Key Requirements

• 5+ years' experience in enterprise customer success, service delivery, or key account management in a technical or solutions-led environment
• Strong knowledge of enterprise IT solutions, ideally within supply chain visibility or logistics technology
• Proven ability to manage governance processes, service reviews, and performance reporting for enterprise clients
• Commercial acumen, with experience handling renewals and identifying account growth opportunities
• Excellent communication and presentation skills, with the ability to translate technical performance metrics into business value
• English required, second European language highly desirable
• Familiarity with pharma/GxP environments and compliance considerations
• Strong stakeholder management and influencing skills at senior levels
• Highly organised, proactive, and solutions-oriented

About Korn Ferry

Korn Ferry unleashes potential in people, teams, and organizations. We work with our clients to design optimal organization structures, roles, and responsibilities. We help them hire the right people and advise them on how to reward and motivate their workforce while developing professionals as they navigate and advance their careers. To learn more, please visit our website