VP, Client Delivery bei Hays

What future do you want to create?

At Hays, we believe in being lifelong partners - to our people as well as our customers. With over 50 years of business success, we have a reputation as the world leader in specialist recruitment and workforce solutions. But joining Hays isn’t just about being part of a global business leader, it’s about making a difference in the world of work.

Equipped with the skills, solutions, and technological capabilities of a true leadership partner, you’ll put our customers at the heart of everything you do. We deliver holistic workforce solutions, including RPOs and MSPs, to solve the challenges our customers face today, tomorrow and in the future.

Our knowledge through scale, deep understanding, and our ability to meaningfully innovate is what sets us apart.

To support you in providing the advice, insights, and expertise our customers need to navigate a more complex world of work, we continually invest in your training and development and offer a rich variety of career opportunities across the globe.

Our culture is grounded in collaboration and inclusivity; we offer remote, hybrid and office working options and encourage our colleagues to bring their authentic self to work.

A career at Hays means working with skilled people from diverse backgrounds who are encouraged to think beyond, building partnerships across regions while united by the Hays spirit and guided by our belief to always do the right thing.

Let’s create your tomorrow

WHY JOIN HAYS?

Be part of the team

We’re driven to work hard but know when to have fun. We call it the Hays spirit. You’ll experience this motivating energy in every part of our global team, and an inclusive environment where you can be yourself.

Feel set up to thrive

We're believers that personal growth leads to professional progression. Our open and accessible managers support you throughout your career, making sure you feel heard, valued and set up to succeed.

Go further in your career

Our scale and expertise mean you have access to a variety of progression opportunities. We give you firm foundations for your career, and the speed you can move forward is determined by your performance.

Work at the leading edge

Joining Hays means joining a business that’s going places. We’re transforming the way we do things, and shaping the future of the world of work, so if you thrive in a fast-paced environment, Hays is the place to be.

OUR VALUES

BUILD PARTNERSHIPS - THINK BEYOND - DO THE RIGHT THING

The Role

The primary objective of the Vice President, Client Services is to lead and develop enterprise-level service delivery across a mixed portfolio of MSP clients. This role demands strategic foresight, independent decision-making, and executive-level influence to ensure long-term profitability, account growth, and operational excellence.

Unlike a Director, who executes within established frameworks, the VP defines and evolves those frameworks—driving innovation, shaping client strategy, and influencing organizational direction. The VP role operates with autonomy, serving as the penultimate escalation point for client issues, and is entrusted with full accountability for revenue, team performance, and stakeholder engagement.

VP-Level Responsibilities vs. Director Expectations

While a Director manages delivery and stakeholder relationships, the VP sets the vision for client success, aligning enterprise priorities with market opportunities.  The VP leads business-critical negotiations, cultivates strategic partnerships, and drives transformation beyond immediate service metrics.

Compared to a Director, the VP demonstrates elevated executive presence, proactively shaping client expectations, anticipating industry shifts, and steering the business toward sustainable growth. The VP is expected to challenge conventional approaches, advocate for pioneering solutions, and translate high-level business intelligence into actionable strategies.

Strategic Influence & Enterprise Impact

At the VP level, thought leadership is paramount. The VP guides company-wide initiatives that redefine industry standards, designs disruptive service models, and executes transformational delivery strategies. Full ownership of profitability, risk management, and scalability requires conviction in independent decision-making.

Cross-Functional Leadership & Governance

The VP’s influence extends across Finance, Operations, Bids, and Solutions teams, ensuring corporate synergy and governance. Unlike a Director who works within operational boundaries, the VP redefines those boundaries—ensuring agility, efficiency, and long-term client success.

These incremental behaviors underscore how a VP operates at a broader, more transformative level, demonstrating independent judgment, proactive leadership, and a higher level of competence in strategic execution.

Key Deliverables

Strategic Leadership & Account Growth

• Set and execute the strategic vision for the client services function across a mixed portfolio of MSP clients, ensuring alignment with organizational goals and market trends.
• Serve as the primary executive sponsor for key accounts, building and nurturing C-suite relationships (CEO, CFO, CHRO, CIO, etc.) and acting as the face of the organization in high-stakes client interactions.
• Drive account growth by identifying, developing, and converting new business opportunities within existing accounts, including cross-sell and up-sell initiatives.
• Lead the development and execution of comprehensive account plans, ensuring robust strategies for revenue growth, profitability, and client retention.

Operational Excellence & Service Delivery

• Hold ultimate accountability for the delivery of contracted services, ensuring all operational, financial, and compliance obligations are met or exceeded.
• Oversee the seamless transition from implementation to service delivery, embedding best practices and ensuring the organization’s methodology is fully integrated into client operations.
• Serve as the penultimate escalation point for all client issues, resolving complex disputes and ensuring client satisfaction at the highest level.
• Champion continuous improvement and innovation, leveraging data and client feedback to evolve service offerings and maintain a competitive edge.

Financial & Commercial Management

• Own full P&L responsibility for the assigned portfolio, including budgeting, forecasting, and delivery of revenue and profit targets.
• Optimize resource allocation, cost management, and operational efficiency to maximize profitability.
• In conjunction with legal, participate in agreeing final contractual terms, including renewals, expansions, and amendments, ensuring commercial outcomes align with organizational objectives and achievable SLA’s.

Team Leadership & Talent Development

• Lead, inspire, and develop a high-performing, geographically dispersed team, fostering a culture of accountability, collaboration, and excellence.
• Set clear performance expectations, provide coaching and mentorship, and drive succession planning to ensure a strong talent pipeline.
• Promote diversity, equity, and inclusion, and ensure all team members are aligned with organizational values and client expectations.

Stakeholder & Partner Management

• Build and maintain strong relationships with internal and external stakeholders, including executive leadership, delivery teams, partners, and vendors.
• Represent the organization in industry forums, client advisory boards, and strategic initiatives, positioning the company as a thought leader and trusted advisor.

Risk, Compliance & Governance

• Ensure robust governance frameworks are in place, with clear accountability for compliance, risk management, and service quality.
• Proactively identify and mitigate risks, ensuring all contractual, legal, and regulatory requirements are met.

Competencies and Behaviors

• Strategic vision and commercial acumen, with a proven ability to anticipate market trends and drive business growth.
• Exceptional relationship management and executive presence, with the ability to influence and negotiate at the highest levels.
• Strong problem-solving and escalation management skills, with a track record of resolving complex client issues.
• Inspirational leadership, with the ability to build, motivate, and retain high-performing teams.
• Data-driven decision-making, leveraging technology and analytics to optimize performance and client outcomes.
• Change leadership, with the agility to navigate ambiguity and drive transformation.
• Commitment to organizational values, ethical conduct, and continuous personal and professional development.

Knowledge and Skills

• Extensive experience in client services leadership within the MSP or workforce solutions sector.
• Demonstrated success in managing large, complex client portfolios with full P&L accountability.
• Deep understanding of operational delivery, service excellence, and commercial management.
• Expertise in stakeholder engagement, contract negotiation, and risk management.
• Strong technology orientation, with experience leveraging systems and data to drive business outcomes.
• Advanced communication, presentation, and facilitation skills.

Operate within our leadership framework aligned with our Valued Behaviours

Be bold & curious

We are ambitious, push outside our comfort zone and experiment

• Courage – be bold and make tough calls - actively question how things are done – take risk, pivot and adapt
• Curiosity – have a learning mindset for yourself and the business - seek diverse inputs – question your own assumptions
• Agility – be flexible and open-minded, be open to change and confidently navigate uncertainty - encourage experimentation and fast failure/learning

Own the outcomes

We strive for performance, see things through, and always act with integrity

• Clarity - frame a clear ambitious vision for the future – inspire through story telling – be transparent, give simple and consistent messages
• Accountability – set clear expectations for performance (what and how) - empower and hold people to account for outcomes - face into underperformance
• Honest conversations – act with positive intent, say it in the room - share honest, balanced feedback early and often - actively coach with care and directness

Be better together

We support, celebrate and share with each other to create stronger outcomes for all

• We before me – think the whole before my part - collaborate and openly share information and resources for the greater good – work through tensions and break down silos
• Humility & Empathy – be authentic, you don’t need to have all the answers – create a safe space for everyone to have a voice. No blame, focus on solutions and co-create.
• Cheer on progress – create a positive environment - celebrate success and learning along the way - recognise different contributions

Champion the customer

We proactively partner with our customers to build better, profitable solutions

• Customer centric – role model building customer relationships - actively seek to understand clients and candidates – proactively partner to drive better outcomes
• Connected – walk in the shoes of those in your team – stay expert and bring relevant insight and guidance - actively grow your people to deliver value for customers
• Strategic mindset – look externally to understand market shifts - spot opportunities to grow our business – make data-driven commercial calls that balance short and long-term