Deliver contracted services in line with SLAs, KPIs, and contractual commitments.
Own end‑to‑end delivery, maintaining control of scope, schedules, risks, and dependencies.
Proactively identify, mitigate, and escalate delivery risks and issues.
Ensure operational and support teams fully understand client requirements and performance expectations.
Track performance metrics and drive corrective actions to ensure service excellence.
Build and sustain strong, trusted client relationships across multiple stakeholder levels.
Act as the primary day‑to‑day client contact, supporting onboarding, fulfilment, issue resolution, and advisory needs.
Partner with Account Managers to identify, transition, and support growth and renewal opportunities.
Promote organisational capabilities and contribute to service expansion within existing accounts.
Drive continuous improvement through best practices, standardisation, documentation, governance, and SME support to colleagues.

Active experience in the IP industry and understanding of complex patent office data is a must
Significant experience in service delivery, client management, project/program management, or related field.
Demonstrated experience managing contracts with defined SLAs and KPIs.
Proven ability to manage complex client engagements with varying size, scope, and strategic importance.
Strong risk management, financial oversight, and operational governance experience.
Excellent stakeholder management and communication skills.
Ability to work independently and exercise sound judgment in complex situations.
Bachelor’s degree or equivalent professional experience.

Client Service Delivery Specialist I

Key skills