Client Delivery Manager

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Department: Operations
Reporting to: Director of Operations
Location: Based at our Exeter HQ

People Promise

We want to support you through your time with Situ, to do this we have carefully considered and created our People Promises. These promises establish the foundation of how we work and why we do things the way we do, they are based on our vision, mission, and values. We have lots of cool perks in place which make Situ a great place to work, but our People Promises truly to underpin our culture. As we support you through your time with Situ, we ask for a few things in return. Most likely these will all be pretty natural to you.

Our promise to you

• To do our best to make Situ a great place to work
• Our focus is always on being human, our people are not numbers, and we recognise the success of the Company stems from its people
• We want you to be part of something special and part of every Situ success
• We will provide as many opportunities as possible, helping you with both your personal and professional development
• We know you will work hard and do a great job because our trust and communication go both ways
• Everyone knows what is expected of them; with clear and measurable targets and always achieving these in the right way
• As the business continues to grow, changes will happen, we promise to work with you, train you, coach you and deliver
• We will support you as much as we can if you are struggling, we are all in this together
• We will give you honest feedback regularly, sharing the good and the areas for improvement
• We won't compromise; we want to excel and will always look for the best way to do something
• We respect everyone's privacy and are always sensitive with what we share
• We will always resolve problems as quickly as possible and correctly, so they don't have bigger negative impacts
• We will continually make sure your salary is fair, we review all salaries twice a year
• Our simple and clear processes and procedures mean we have more time to do all the fun stuff
• We dream of a better world; therefore, we go green wherever we can

Your promise to us

• Take responsibility for the energy you bring to Situ through your words, actions and behaviour
• To always display a 'can do' and respectful attitude
• To act with integrity and take accountability
• Always work with passion
• Have the ambition to develop yourself and your skills
• Continually support your colleagues and always offer to help, we are one big team after all
• Perform your job to a high standard and be driven to succeed
• Ask for support when you need it. We are here and want to help
• Treat everyone how you would want to be treated, we are all equal and deserve the same level of respect
• Be flexible when needed (things can pop up)
• Be open to constructive feedback
• Be self-motivated and reliable
• Always uphold Situ values

Job purpose

As Client Delivery Team Manager, you are responsible for leading the Client Delivery function to deliver commercially strong, client focused and high-performing outcomes across all teams.

You drive a phone first, client-led culture built on urgency, ownership, and accountability. You ensure that every member of the team understands their impact on enquiry performance, bookings, margin, client relationships and business growth.

You empower and support Team Leads, building their capability to coach, motivate and hold their teams accountable. You create clarity around expectations, performance standards and decision-making, supporting the team to make confident commercial decisions that are right for the business.

You foster a collaborative environment across the business ensuring Client Delivery operates as a connected and aligned function and never in isolation.

You bring sales energy to the role. You make targets visible, meaningful and motivating. You celebrate success and curiosity, address underperformance quickly and ensure that quality, margin and development are balanced with pace and ambition. You will identify training needs and implement targeted development initiatives to ensure the calibre, capability and commercial standards of the team remain consistently high.

You are responsible for creating a culture where people work hard, support each other and take pride in delivering commercially robust solutions that are suitable for our diverse client base.

Key responsibilities and duties

• Oversee and manage the Client Delivery team to deliver commercially strong, client-focused, high-performing outcomes.
• Embed and role-model a proactive, phone-first approach to client engagement, ensuring calls are the primary driver of enquiry conversion, relationship building, urgency, and commercial performance.
• Build a culture rooted in urgency, ownership, and accountability where every team member understands their commercial impact.
• Drive performance across enquiry management, bookings, margin, client satisfaction, and overall business growth.
• Coach and support Team Leads to strengthen their leadership capability, ensuring they effectively motivate, develop, and performance-manage their teams.
• Establish clarity around performance benchmarks, quality standards, and decision-making authority.
• Support the team to make commercially sound decisions that balance client needs with business objectives.
• Ensure Client Delivery operates as a connected, collaborative function across the business and builds strong, aligned partnerships with our clients.
• Make targets visible, meaningful, and motivating; celebrate success and address underperformance swiftly and constructively.
• Identify skill gaps and implement targeted development initiatives to maintain high commercial standards and team calibre.