Conscia
Head of Service Governance
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Head of Service Governance – Managed Services
Job Type
Permanent, Full-time
Location
Hybrid/remote with access to offices in Abingdon, Portchester, and Wootton Bassett
Department
Managed Services / Delivery
Reporting To
Services Director
About Conscia
Conscia is a leading provider of cybersecurity, networking, hybrid cloud, and observability solutions for mission-critical IT infrastructure in large European organisations. Specialising in tailored IT solutions across cybersecurity, networking, hybrid cloud, and observability, Conscia supports clients throughout their technology lifecycles.
Founded in 2003, Conscia is owned by private equity firm Nordic Capital, employing around 1,500 staff across offices in Belgium, Denmark, Finland, Germany, Ireland, Norway, Slovenia, Sweden, the Netherlands, and the UK.
Our culture is built on trust, collaboration, fairness, and sustainable growth, reflecting our core values:
- Inspire Trust
- Commit to Collaborate
- Deliver on Promise
- Learn for Life
- Embrace Sustainable Change
The Role
The Head of Service Governance will establish and lead a new Managed Services governance function, ensuring all service contracts are commercially viable, operationally sound, and continuously improved. This role acts as the commercial and operational gatekeeper, aligning all Managed Services with the agreed service catalogue and operating model.
You will:
- Mobilise team responsibility, overseeing Service Operations, Lifecycle, and Delivery domains.
- Enforce robust contractual compliance, margin protection, and operational excellence.
- Own the governance of multi-year Managed Services, compliance risks, performance, contracts, and SLAs.
- Minimise risk, prevent scope creep, and drive service improvement plans where underperformance is detected.
Key Responsibilities
Managed Services Contract Ownership & Governance
- End-to-end contract management: From mobilisation through to renewal/exit.
- Maintain rigorous contractual controls, covering obligations, scope, risk, SLAs, KPIs, and margin protection.
- Strengthen operational frameworks to monitor service performances, compliance, and commercial viability.
- Enforce clear accountability with customers and internal teams to prevent risk vulnerability.
- Lead mitigation strategies, including Service Improvement Plans (SIPs) when underperformance occurs.
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Service Onboarding & Transition Governance
- Define and execute onboarding frameworks to ensure low-risk, compliant service startups.
- Align new contracts with the approved service catalogue, deliver solid business case foundations, and review readiness.
- Promote best practices to avoid high-risk launches that harm margins or quality.
Service Catalogue & Commercial Gatekeeping
- Final authority for all new Managed Services opportunities.
- Challenge assumptions in Pricing, Service Design, and Finance to ensure profitability.
- Prevent unviable contracts from entering delivery by reinforcing commercial robustness.
Service Performance & Continuous Improvement
- Lead SIPs to enhance service quality, satisfy customer needs, and improve margins.
- Monitor SLAs, service credits, cost-to-serve, and root causes of inefficiency.
- Support strategic lifecycle management by engaging customers on end-of-life/support transitions and technology refreshes.
Team Leadership & Function Build
- Build and lead a specentered team (Service Operations Manager, Lifecycle Managers, and Delivery Managers).
- Set team standards for governance, service reviews, and escalation protocols.
- Foster ownership, transparency, and commercial assertiveness within teams.
Stakeholder & Executive Engagement
- Provide strategic advisory insights to senior leadership on risk, performance, and scalability of Managed Services.
- Shape contract renewal strategies, investments, and divestment decisions.
- Collaborate with Sales, Pre-Sales, Finance, and Solution Design teams.
Key Success Metrics
- Managed Services contracts operated within commercially and contractually aligned boundaries.
- Reduction in unmanaged scope, escalating service credits, and margin leakage.
- Consistent, controlled onboarding of new managed services.
- Customer satisfaction improvements, backed by predictable delivery practices.
- Executive confidence in Managed Services’ viability and scalability.
- Proactive lifecycle management, ensuring clients stay ahead of technology refresh cycles.
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Requirements
Essential
✅ Demonstrable experience in establishing or improving a Managed Services governance function. ✅ Hands-on ownership of multi-year or complex IT Managed Services contracts (including bespoke SLAs and KPI frameworks). ✅ Skilled in Service Improvement Plans (SIPs) for underperforming services. ✅ Deep knowledge in contractual risk management, margin protection, cost-to-serve modelling, and change control. ✅ Customer-facing, complex IT services background.
Nice to Have
✅ Experience working in ITIL-aligned service organisations. ✅ Service catalogue design & lifecycle experience. ✅ Private equity or high-growth IT services exposure. ✅ Skilled in influencing sales, pricing models, and deal qualification.
About Working at Conscia
Conscia recognises that our people are our greatest asset. Our benefits package ensures you’re motivated, fulfilled, and well-supported:
Work-Life Balance & Flexibility
- 25 days’ annual leave plus bank holidays.
- Extra buy/sell holiday scheme (up to +5 days).
- Paid birthdays.
- Flexible working arrangements.
Health & Well-being
- Occupational sick pay (up to 40 days).
- Life assurance and private medical healthcare.
- Electric & hybrid vehicle lease scheme.
- Bike purchase scheme.
Support & Development
- Enhanced maternity/paternity pay.
- YuLife rewards for engagement.
- Professional growth opportunities in a supportive environment.
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