SVP, Client Delivery (EMEA) in London

Accommodations Plus International (API) is a technology and services company focused on driving innovation across the travel and transportation industry. We partner with organizations in the airline, cruise, and rail sectors to deliver solutions that improve layover operations, enhance customer experience, and support long‑term growth.

Our mission is to make layovers simpler and more efficient for crew members—and we bring that to life through deep industry expertise and a practical, results‑driven approach. Today, API’s platform powers over 18 million crew room nights each year for 100+ airlines and travel operators worldwide. Our Global Reach ensures that airline crews are rested, transported, and connected so global aviation runs on time.

At API, we’re building a culture rooted in succeeding and thriving together. It’s a place where people are encouraged to take ownership, develop their skills, and contribute to work that matters. If you’re looking to grow your career in a company that values steady progress, real impact, and long‑term development, we’d like to meet you!

API is seeking a well‑seasoned industry professional to join our company as Head of Client Delivery to oversee the entire EMEA region in terms of Account Management, Sourcing, and Operations. This role also builds and maintains relationships with API’s EMEA‑situated clients. This individual will be responsible for maintaining long‑term key customers by comprehending their requirements.

The position will be based remotely in London, United Kingdom. The ideal candidate will be adept at building strong relationships with strategic customers. You will be able to identify needs and requirements to promote our API’s solutions and achieve mutual satisfaction. The goal is to contribute in sustaining and growing our business to achieve long‑term success.

• Proactively execute a client relationship management plan to consistently meet and follow up with our clients and support to ensure delivery expectations are met and exceeded.
• Understand all client operational and technical deliverables to best position API’s solutions.
• Acquiring a thorough understanding of key customer needs and requirements.
• Expanding the relationships with existing customers by continuously proposing solutions that meet their objectives.
• Implementing marketing strategies; analyzing trends and results.
• Facilitate problem resolution associated with planning, scheduling, systems and applications.
• Manage, oversee, develop and maintain the Account Management and Sourcing functions.
• Directly manage Account Manager/Director and Sourcing Specialist/Supervisor roles.
• Ensure that the Operations team successfully resolves issues such as delays and changes arising from unforeseen circumstances.

• Hold responsibility for the effective on‑boarding of new network clients.
• Work with the account management group in the selection of the day‑to‑day account contact.
• Develop a deep understanding of technology and services commitments in each contract as well as any SLA’s that may have an impact on the ongoing relationship and/or negotiations during contract renewals.
• Validate and establish initial budget and forecast.

• Develop trust with a portfolio of major clients to turn them into long‑lasting relationships.
• Acquire a thorough understanding of key customer needs and requirements.
• Expand the relationships with existing customers by continuously proposing solutions that meet their objectives.
• Ensure the correct products and services are delivered to customers in a timely manner.
• Interact and coordinate with the sales team and other staff members in other departments working on the same account.
• Resolve any issues and problems faced by customers that cannot be resolved by the account management team.
• Participate in client QBR’s as needed.
• Serve as the last escalation point for client.

• Identify new sales opportunities within existing accounts by up‑selling and cross‑selling.
• Identify optimal contract renewal periods and renew early if necessary.
• Incorporate key lessons learned and opportunities for improvement in new contracts.
• Serve as the key contact for contract renewal negotiations between API and client.

• Hire, train and manage Account Managers/Directors.
• Responsible for the development and success of the team.

• Hire, train and manage Sourcing Supervisors and Specialists.
• Responsible for the development and success of the team.

• Responsible for overall operational performance.
• Client relationship management, serves as main escalation point.
• Continuously monitors Key Performance Indicators to ensure excellent service.
• Leads the managers and supervisors to resolve operational issues.
• Provides guidance to Operations Center personnel during regular and irregular operations (IROPs).
• Ensures current, accurate information and procedures are utilized.
• Addresses operations work methods and problems.
• Maintains open communication with other Client Delivery Vertical Leads on overall operational status.

• Problem Solving/Analysis
• Building Relationships
• Coaching
• Business Acumen
• Strategic Thinking
• Results Driven
• Negotiation
• Leadership
• Customer Focus
• Managing Processes
• Market Knowledge
• Developing and Maintaining Budgets
• Technical Capacity
• Communication Proficiency

• Bachelor’s degree in business administration, sales and marketing or related field.
• Experience in sales and providing solutions based on customer needs.
• Strong communication and interpersonal skills.
• Excellent organizational skills.
• Ability in problem solving and negotiation.
• Ability to effectively manage workload in a fast‑paced atmosphere.
• Solid judgment and leadership skills.
• Exceptional verbal and written communication skills.

• Bi‑lingual is a plus.

• Yes

• This is a full‑time position. Days and hours of work may vary depending on the needs of the business.

• This position requires travel, approximately 20%.

• Duties, responsibilities and activities may change at any time according to business needs.

• This position operates in a professional office environment.

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Accommodations Plus International is an Equal Opportunity Employer.