Client Delivery & Relationship Leader (Director) in Cardiff

Microland is the world's leading AI-first, platform-driven technology infrastructure services company. We're a 36-year-old organization serving clients in over 100 locations globally. Microland’s driving ambition is to provide our clients with innovation, the best technologies, and strategies for adopting the next generation of digital infrastructure. We lead with our platforms under the umbrella of Intelligeni. Large enterprises rely on Microland to manage and transform their mission-critical infrastructure. 55% of our revenue comes from the North America region, 35% from EMEA, and 10% from APAC.

Position: Client Delivery & Relationship Leader

Location: UK (London-based, with regular client site visits)

Reports To: EMEA Delivery Head

Travel Requirement: Approx. 2–3 days per week on client sites (Named Accounts, updated time to time)

Role Overview

We are seeking an experienced delivery and relationship leader to drive strategic engagement and account growth with key UK clients, as the anchor account and other major enterprise clients. This role requires balancing delivery excellence with proactive client partnership, ensuring both operational stability and long-term growth. The leader will act as the senior face of delivery on the ground in the UK, providing governance, escalation management, and strategic input. This includes resetting client expectations from a traditional service-provider model to a proactive, partner-led relationship.

Key Responsibilities

• Account Leadership & Relationship Management
  • Serve as the primary delivery leader for clients, managing end-to-end delivery, customer relationships, and account growth.
  • Build strong, trusted relationships with senior client stakeholders across technology and business functions.
  • Partner with clients to provide strategic direction, technology roadmaps, and proactive guidance rather than reactive service.
• Delivery Governance & Escalation Management
  • Oversee delivery performance across multiple accounts, providing leadership coverage alongside delivery managers and customer success leaders.
  • Act as escalation lead during high-severity incidents (P0/P1), ensuring communication, process adherence, and rapid resolution.
  • Conduct Monthly and Quarterly governance reviews with clients, ensuring feedback loops, issue tracking, and continuous improvement.
• Growth & Strategic Impact
  • Identify and nurture growth opportunities within key accounts, particularly in expanding service portfolios (network and retail operations).
  • Work closely with sales and account teams to position delivery capabilities as a differentiator for winning new business.
  • Provide fresh perspectives and leadership to evolve long-standing accounts and reset engagement models where needed.
• Leadership Transition & Team Alignment
  • Manage the transition from existing long-tenured leaders, ensuring continuity while introducing new ideas and approaches.
  • Foster collaboration between UK-based leaders and offshore delivery teams in India.
• Travel & Client Engagement
  • Be present on-site at client location two days per week and engage with other UK clients as required.
  • Ensure proactive communication and regular touchpoints with clients to prevent surprises and maintain visibility into strategic initiatives.

Required Skills & Experience

• 15+ years of experience in IT service delivery and account management, with proven success in leading enterprise accounts.
• Strong background in technology delivery leadership with ability to manage large, distributed teams across geographies.
• Track record of building senior client relationships and influencing C-level stakeholders.
• Experience handling major incidents and escalations with structured problem-solving and communication skills.
• Strong commercial acumen with ability to identify growth opportunities and align delivery with business outcomes.
• Excellent interpersonal and leadership skills, with ability to balance operational focus and strategic vision.

Compensation & Benefits

• Competitive base salary & Bonus.
• Travel and client engagement expenses as per company policy.

Why Join Us?

• We are a leading global, AI-first, platform-led technology infrastructure services company recognized for making digital infrastructure resilient and autonomous.
• Exceptional commission structure and significant earning potential.
• The opportunity to directly impact company growth by bringing in flagship new clients.
• Work with cutting-edge AIOps and cloud technologies.

(EEO) Microland is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.