VP Client Services

VP Client Services

The VP Client Services is responsible for leading Managed Service Programs (MSP) across the region, managing a client portfolio. Core focus of the role is to maximize revenue, profitability, client and supplier satisfaction, and overall program compliance. This role provides strategic direction and leadership across complex, high-value client portfolios, ensuring operational excellence and measurable business impact.

The VP develops and executes strategies that drive sustainable growth, analyzing performance outcomes and translating insights into actionable initiatives that strengthen relationships with key clients and suppliers. Acting as a trusted advisor, this leader provides expert consultation on sophisticated business challenges across the organization.

Overseeing large-scale spend under management and multi-country delivery teams, the VP ensures the seamless delivery of diverse talent and workforce solutions, including staff augmentation, services procurement, and other contingent workforce models. Ultimately, this role is accountable for achieving ambitious revenue targets, optimizing program efficiency, and delivering exceptional client value across the DACH region.

BUSINESS KPIs:

• Provide strategic and operational oversight of Managed Service Programs, ensuring alignment with business goals and client objectives.
• Manage full Program P&L performance, optimizing profitability through efficient cost control and value creation.
• Lead team performance to achieve target Net Promoter Scores (NPS), client KPIs, and stakeholder satisfaction metrics.
• Drive growth in Adecco/TAG wallet share, including key financial indicators such as Spend Under Management, Revenue, SG&A cost, Direct Costs (DC), and EBITDA.

What you'll be doing:

• Develop and execute business plans and strategic initiatives to strengthen and expand client partnerships, ensuring long-term mutual value.
• Lead the client relationship management function to enhance satisfaction, retention, and revenue growth while maintaining strict compliance with Statements of Work (SOWs).
• Establish and maintain a robust communication matrix with key stakeholders and senior management to ensure transparency and strategic alignment.
• Identify and address gaps affecting client advocacy and willingness to serve as references, implementing corrective actions to strengthen client trust and partnership.
• Oversee fulfilment processes to ensure timely staffing and achievement of spend management and operational targets.
• Demonstrate deep expertise in the sales cycle, guiding teams through complex negotiations and solution design.
• Ensure seamless transitions between business units and partners, maintaining service quality while reducing cost of sales.
• Build a strong talent pipeline through proactive workforce planning and recruitment aligned with projected client demand.
• Mentor and develop high-performing client relationship teams, fostering a culture of excellence, accountability, and growth.
• Define organizational structure, performance goals, and success metrics for each fiscal year, applying a disciplined account planning approach.
• Lead stakeholder mapping and engagement strategies to sustain strong executive-level relationships.
• Promote Pontoon's thought leadership through industry events, speaking engagements, and published insights on program management best practices.
• Participate in strategic projects and perform additional duties as required to advance organizational objectives.

About you:

EDUCATION AND EXPERIENCE REQUIREMENTS:

• Bachelor's degree with a minimum of ten (10) years of MSP experience, including a minimum of four (5) years of supervisory experience; or equivalent combination of post high school education and experience.
• Ability and willingness to travel is required.

KNOWLEDGE, SKILLS & ABILITIES:

• Strong communication and presentation skills, with the ability to influence at senior levels and craft compelling business narratives.
• Proven ability to build and sustain trusted relationships with clients, stakeholders, and internal teams.
• Strong negotiation expertise, including experience defining and managing contracts, SLAs, and KPIs.
• Financial acumen with demonstrated success managing budgets, P&Ls, and cost optimization strategies.
• Strategic thinker with the capacity to design innovative, cost-effective solutions that address complex client challenges.
• Change leader capable of shaping vision, driving organizational transformation, and translating strategy into tangible results.
• Deep understanding of client-facing business reviews, continuous improvement methodologies, and program governance best practices.
• Skilled at aligning people, processes, and performance with organizational objectives to ensure operational excellence.
• Advanced proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook); familiarity with Access, Visio, and Project is preferred.