Franklin Fitch
Head of Service
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An exciting opportunity has arisen for an experienced Managed Services leader to establish and lead a new Service Governance function.
This role will be responsible for ensuring service contracts are commercially viable, contractually robust, operationally deliverable, and continuously improved throughout their lifecycle.
The Role
As Head of Service, you will act as the commercial and operational gatekeeper for Managed Services, ensuring that new and existing contracts are aligned to agreed service standards, deliver sustainable profitability, and can be supported effectively by the business. You will oversee contract governance, service onboarding, service improvement, lifecycle management, and customer-facing service performance, while leading a team of Service Operations, Lifecycle Services, and Service Delivery professionals.
Key Responsibilities
- Own the end-to-end governance of Managed Services contracts from onboarding through to renewal or exit.
- Ensure contractual obligations, service levels, commercial commitments, and operational risks are effectively managed.
- Lead governance frameworks including service reviews, change control, escalation processes, and performance management.
- Define and manage service onboarding and transition processes, ensuring readiness before go-live.
- Act as the approval authority for new Managed Services opportunities, ensuring services are commercially and operationally viable.
- Partner with Sales, Presales, Finance, and Service teams to challenge pricing, service design, and delivery assumptions.
- Drive Service Improvement Plans (SIPs) to improve customer outcomes, operational efficiency, and profitability.
- Lead proactive lifecycle management, including technology refresh planning and end-of-life/end-of-support programmes.
- Build and develop a high-performing governance function with clear accountability and strong customer focus.
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About You
- Experience establishing or significantly improving a Managed Services governance or contract management function.
- A strong track record managing complex IT Managed Services contracts and service portfolios.
- Deep knowledge of service governance, contractual risk management, SLA/KPI frameworks, change control, and margin protection.
- Experience delivering Service Improvement Plans and driving operational performance improvements.
- Strong commercial awareness and the confidence to challenge stakeholders when service propositions are not viable.
- Excellent leadership, communication, and stakeholder management skills.
- The ability to balance strategic thinking with hands-on execution.
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Desirable Experience
- ITIL-aligned service environments.
- Service catalogue development and lifecycle management.
- High-growth or private equity-backed organisations.
- Influencing sales qualification and commercial approval processes.
What's on Offer
- Hybrid or remote working
- Flexible working arrangements
- Leadership development opportunities
- Enhanced family leave policies
- Electric vehicle scheme
- Extended sabbatical leave
- Health and wellbeing initiatives
- Additional employee benefits package
This is an outstanding opportunity for a commercially focused service leader to shape a critical function, influence business growth, and drive operational excellence across a Managed Services organisation.
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