Client Delivery Manager

Core Purpose

The Client Delivery Manager will play a pivotal role in ensuring the successful onboarding, delivery, and ongoing management of client projects and contracts. Acting as the primary point of contact for new and existing clients, the role is responsible for ensuring projects are mobilised efficiently, managed effectively, and delivered to agreed standards, timelines, and budgets.

This position requires a proactive, organised individual with strong communication skills and a customer-focused mindset. Experience within the defence, fire, or emergency services sectors would be highly advantageous, though not essential.

Context

FlamePro Defence/Fire is on track to reach £35M in revenue within three years, supporting essential military and emergency services contracts globally. This role connects commercial performance with operational execution, where efficient, high-quality mobilisation underpins both business growth and end-user safety.

Key Responsibilities

Client Onboarding & Project Initiation

• Lead the onboarding process for new clients and projects, ensuring all contractual, operational, and logistical requirements are met.
• Coordinate internal teams to establish project delivery schedules, and performance metrics.
• Develop and maintain project documentation, including plans, risk registers, and communication protocols.

Contract & Project Management

• Manage client contracts from mobilisation through to completion, ensuring compliance with all terms and conditions.
• Act as the central point of contact for clients, maintaining clear and consistent communication throughout the contract lifecycle.
• Monitor project performance against KPIs, budgets, and milestones, and implement corrective actions where necessary.
• Work collaboratively with Finance, Commercial, and Quality teams to ensure all contracts are delivered profitably, compliantly, and to the highest quality standards.
• Facilitate regular project reviews, progress reports, and stakeholder updates.
• Support commercial teams with contract renewals, variations, and extensions.

Client Relationship & Stakeholder Management

• Build and maintain strong working relationships with clients, suppliers, contractors and internal teams.
• Ensure high levels of customer satisfaction through proactive issue resolution and professional communication.
• Identify opportunities to enhance service delivery and contribute to continuous improvement initiatives.
• Work with others in the business to support the set-up of logistics and service frameworks to support new contracts in emerging geographies, including Germany and Australia.

Governance & Compliance

• Ensure all projects and contracts adhere to company policies, quality standards, and relevant legislation.
• Maintain accurate records and ensure appropriate governance and reporting processes are followed.
• Support audits as required.

Skills & Experience

Essential

• Proven experience in project, account, or contract management within a client-facing environment.
• Strong organisational and coordination skills, with the ability to manage multiple projects simultaneously.
• Excellent communication and interpersonal skills, capable of engaging effectively with clients and internal stakeholders at all levels.
• Demonstrated ability to work collaboratively with Finance, Commercial, and Quality teams to ensure contracts are delivered profitably, compliantly, and to defined quality standards.
• Proficiency in MS Office and project management tools.

Desirable

• Experience working with defence, fire, or emergency services clients.
• Experience working within regulated sectors.
• Familiarity with contract management frameworks, SLAs, and performance reporting.
• Experience working with Smartsheet (Project Management Tool)

Behavioural Traits Required

• Energetic, proactive, and customer-obsessed.
• Bias to action – gets things done, fast and right.
• Comfortable in a fast-paced, changing environment – brings calm and clarity to chaos.
• Tech-savvy, organised, and continuously looking for smarter ways to serve customers.
• Strong communicator – not afraid to pick up the phone and lead from the front.
• Collaborative and influential – able to bring people together to deliver for the customer.

Values

Responsibility – We are accountable for our actions and results.

Honesty – We do the job right and do not compromise.

Passion – We show that we are enthusiastic, ambitious, and curious.

Attitude – We bring our best selves to work: Humble, Hungry, Smart.

Initiative – We always look for better ways to do things and make them happen.

Key Performance Indicators

Mobilisation Excellence

• Ensure new client contracts are activated quickly and efficiently.
• Deliver smooth and timely mobilisation processes that meet agreed milestones and maintain operational readiness.
• Resolve any critical mobilisation issues promptly to minimise disruption to delivery.

Delivery Performance

• Achieve consistent on-time delivery of all projects and deployments.
• Maintain high standards of quality and compliance, ensuring equipment and services meet specification first time.
• Safeguard deployment accuracy, ensuring the right assets reach the right locations.
• Build and sustain high levels of client satisfaction across all defence and fire contracts.

Operational Impact

• Consistently meet contractual obligations and performance commitments.
• Deliver projects within agreed budgets and timelines.
• Drive continuous improvement in mobilisation speed and operational efficiency.
• Successfully manage multiple concurrent deployments without compromising quality or client experience.

Job Types: Full-time, Permanent

Pay: £38,000.00-£42,000.00 per year

Benefits:

• Company pension
• Free flu jabs
• Free parking
• On-site parking

Work Location: In person