Lead the overall service strategy across multiple services, customers and commercial frameworks, ensuring delivery is aligned to customer, contractual and business objectives.
Oversee the Service Operations Manager and wider service teams, ensuring BAU performance, escalations, risks and service issues are being managed effectively.
Work closely with the customer, account leadership and senior stakeholders to understand priorities, manage expectations and shape future service direction.
Attend and contribute to account-level governance forums, including service, finance, strategy and growth boards, providing clear updates and supporting decision making.
Support service design, transition and acceptance into live service, ensuring new or changing services are fit for purpose and have the right operating model, governance and controls in place.
Drive continual service improvement, identifying ineffici...