Job Description

Vacancy Name

Head of Client Project Delivery

Req Number

VN273

Employment Type

Full-Time

Location

London/Hybrid

Position Summary

About Claranet

Founded at the beginning of the dot.com bubble in 1996, our CEO Charles Nasser had a light bulb moment to develop a truly customer-focused IT business. Since then, Claranet has grown from an Internet Service Provider (ISP) in the UK to being one of the leading business modernisation experts, who deliver solutions across 11+ countries.



At Claranet, we're experienced in implementing progressive technology solutions which help our customers solve their epic business challenges. We're committed to understanding their problems, delivering answers quickly, and making a lasting impact to their business.



We are agile, focused and experienced in business modernisation. Our approach helps customers make genuine, significant shifts in their business strategy, to deliver financial savings, boost innovation, and create a resilient business. We continually invest in our people and the latest technologies, so our customers get peace of mind knowing that they have access to the best talent and services.



In the UK we have circa 500 staff working in London, Gloucester, Warrington, and Leeds, or as homeworkers.

Working For Claranet

Here at Claranet we pride ourselves on going the extra mile for and with our employees (yes, we really mean it). We offer an extensive benefits package that you can tailor to your needs, inclusive of a matching contribution pension scheme, healthcare, insurance, dental, discounted gyms and app supported benefit access.



But what we think makes us different is 'Team Claranet,' our dedicated internal part of the business that supports you with matters close to your heart. We proudly support local charities in each of our office locations, support employees with paid charity leave, organise key charity fundraising event per year and have a dedicated committee responsible for supporting employee's fundraising efforts.



Claranet are one of the 10 founding members of TC4RE (Technology Community for Racial Equality.) Being a part of a group of leading UK technology organisations, we are dedicated to building a more diverse and inclusive workforce.

Our Vision

Our vision is to become the most trusted technology solutions partner; renowned for being the best and brightest, having lasting impact with our customers and delivering exceptional returns to our stakeholders.

Duties and Responsibilities

Position Summary

We are seeking a dynamic and experienced Head of Client Projects Delivery to lead and inspire a team of Project Managers and Junior Project Managers. This strategic leadership role is responsible for setting the direction of the Project Management Office (PMO), ensuring the successful delivery of critical initiatives, and aligning project execution with the organisation's strategic goals. You will play a key role in engaging with high-value customers, driving project governance, and fostering a high-performance culture of accountability and continuous improvement

Role Mission

As the Head of Client Projects Delivery, you will play a pivotal role in ensuring the successful delivery of customer-facing IT projects, overseeing resource management and strategic programme development to support business growth. You will work closely with the delivery function to drive operational improvements, ensure customer satisfaction and enhance Claranet's service delivery capabilities.

This is a strategic leadership role that requires a deep understanding of the IT services industry, excellent communication skills and the ability to drive cross-functional collaboration. .

Objectives and Key Results

The key objectives will be to:
Overseeing a portfolio of client programmes and projects. Leading project and programme managers and working with stakeholders to oversee delivery leads. Acting as senior escalation point for delivery issues. Driving customer satisfaction, retention, and growth through reliable project delivery. Ensuring governance, compliance, and best practice across programmes. Partnering with account managers / customer success managers on strategy and commercials. Develop strategies for resource allocation, ensuring optimal deployment of technical expertise across projects and customer programmes Prioritise at outset embedding innovation, automation, and continuous improvement into service delivery.

Essential duties and responsibilities

Leadership & People Management Lead, mentor, and develop a team of Project Managers and Junior Project Managers, promoting professional growth and capability development. Build a high-performing culture focused on delivery excellence, collaboration, and stakeholder satisfaction. Foster team engagement through coaching, recognition, and a focus on career progression. Strategic Direction & Execution Define and drive the strategic vision for the PMO aligned with company objectives. Develop and implement best-in-class project management methodologies, tools, and processes to ensure consistency and quality across all projects. Lead the prioritization and resource planning process for all active and upcoming projects. Project Portfolio Oversight Oversee the planning, execution, and delivery of a diverse portfolio of strategic and customer-facing projects. Monitor project health and performance metrics across the portfolio; proactively mitigate risks and resolve issues. Ensure projects are delivered on time, within scope, and within budget while maintaining high standards of quality and stakeholder satisfaction. Customer & Stakeholder Engagement Serve as a strategic partner to key customers, ensuring alignment of project outcomes with client expectations. Act as the escalation point for critical customer and internal project issues. Collaborate with cross-functional leaders across Product, Engineering, Sales, and Operations to support business and customer success. Governance & Reporting Establish and maintain governance frameworks to ensure transparency, compliance, and accountability. Deliver regular reporting and insights to executive leadership on project performance, risks, and opportunities.

Teams to collaborate with

Delivery team - ensure smooth project execution, resolve challenges and implement delivery improvements Sales team - align on project scope, ensure realistic proposals and support bid management Technical teams - allocate the right technical resources and address implementation challenges Product Management team - align delivery with product capabilities and provide feedback for development Finance team - manage budgets, track costs and ensure financial viability of project MS & CX teams - facilitate smooth handovers and maintain high post-delivery satisfaction HR and People - support recruitment and learning and development strategies to develop industry leading product and service offerings.

Position Specifications

Position specifications

Behavioural competencies - organisational and behavioural fit
Ability to work cross-functionally, coordinating with various teams across the business Strategic thinker with a customer-centric approach Learn and adapt quickly to changing situations Self-motivated and able to work under pressure Ability to travel to different sites and locations on a weekly basis Manages conflict and challenges in an open and constructive manner.

Critical competencies - technical fit
Degree in Computer Science, Information Technology, Business Administration or related field Experience in IT project delivery, resource management or programme management, including leadership roles Strong understanding of IT delivery methodologies, including Agile,. Scrum and ITIL frameworks Demonstrable experience in resource planning and optimising IT project delivery in a fast-paced environment Self-starter with exceptional leadership. Communication and stakeholder management skills Track record of recruiting, mentoring and leading high-performing teams, with a focus on accountability and development Strong awareness of the managed services market and an understanding of the technologies and skills needed to deliver high quality customer service

Salary

Competitive