Job Description

About The Role

As the Account Manager, you will provide operational leadership across the programme, acting as the primary operational relationship between SIDE and the client.

You will work closely with Operations, Quality, Training, Reporting, Workforce Management, and supporting functions to ensure service delivery, operational readiness, governance, and continuous improvement remain aligned throughout onboarding and in-life operations.

Lead through structured planning, coaching, collaboration, and evidence-based decision making, ensuring people, processes, and technology remain aligned throughout onboarding, transition, and live service delivery.

The role combines client partnership, operational oversight, programme governance, and strategic planning to support long-term success.

What You'll Be Doing

• Act as the primary operational contact for the client.
• Lead programme governance, operational reviews, and regular service meetings.
• Monitor programme performance across service, quality, productivity, and operational health.
• Coordinate cross-functional teams to support onboarding, launch, and continuous improvement activities.
• Review operational risks, dependencies, and mitigation plans with internal stakeholders.
• Support planning activities across recruitment, onboarding, training, reporting, quality, and operational readiness.
• Identify opportunities to improve service delivery, operational efficiency, tooling, and player experience.
• Ensure actions, decisions, and programme commitments are tracked through to completion.
• Support business reviews and operational reporting with client stakeholders.

Requirements

What You'll Bring

• Experience managing client relationships within Player Support, Customer Experience, BPO, or Gaming operations.
• Strong operational leadership and stakeholder management skills.
• Experience leading multi-functional operational teams.
• Ability to balance commercial objectives with operational delivery.
• Strong planning, communication, and organisational skills.
• Confidence leading governance meetings and executive reporting.
• Passion for building long-term partnerships through operational excellence.

Keys For Success

• Build trusted client relationships through transparency and delivery.
• Create alignment across operational workstreams.
• Maintain clear governance, communication, and accountability.
• Drive operational maturity through structured planning and continuous improvement.
• Support stable service delivery while identifying future optimisation opportunities.