Head of Outsourced Services

Head of Outsourced Services

Exeter, Brinkworth or Abercynon (Hybrid)

£65,000 – £80,000 + benefits

We are working with a growing, private equity-backed technology business that delivers specialist data and processing solutions within a regulated environment. They are now seeking an experienced Head of Outsourced Services to lead and evolve a high-performing, multi-site operation.

This is a fantastic opportunity to take ownership of a well-established outsourced services function of around 50 employees across processing and contact centre teams, driving performance, efficiency and continued growth.

The Role

You will take full responsibility for the outsourced services division, ensuring operational excellence, strong client relationships and commercial performance.

You will lead across multiple areas including service delivery, customer implementation, contact centre operations and continuous improvement.

Key Responsibilities

Commercial & Sales

• Develop and maintain a compelling outsourced services proposition (including SLAs, pricing and benefits)
• Support bid activity and identify opportunities for growth and cross-sell
• Oversee billing, invoicing and commercial performance, ensuring profitability
• Maintain accurate customer records to support renewals and service reviews

Implementation & Service Delivery

• Engage with clients during onboarding to ensure a smooth implementation
• Work closely with internal teams to deliver successful project go-lives
• Define and monitor performance metrics and reporting

Operations & Processing

• Ensure clear contracts and expectations are in place for all clients
• Drive SLA performance, compliance and quality across processing teams
• Manage escalations and complex issues effectively
• Oversee supplier relationships relating to printing, scanning and operational systems

Contact Centre Leadership

• Lead multi-site contact centre operations, ensuring service excellence
• Use data and insight to improve processes and reduce call volumes
• Support clients in enhancing self-service and digital engagement
• Manage third-party system providers and workforce planning

Strategy & Leadership

• Own departmental P&L, identifying efficiencies and improvement opportunities
• Develop and coach leadership teams to enhance performance and capability
• Ensure regulatory and PCI compliance across the function
• Foster a positive, high-performance and proactive team culture

About You

• Proven experience in an outsourcing or business services environment
• Strong understanding of operational delivery, SLAs and service optimisation
• Commercially astute with experience managing budgets and performance
• Skilled in data analysis, using insights to drive improvement
• Confident leader with excellent communication and stakeholder management skills
• Experience in contract management and working within regulated environments
• Exposure to AI or digital transformation in customer experience (desirable)

What’s on Offer

• Salary of £65,000 – £80,000 (depending on experience)
• 25 days holiday + bank holidays
• Hybrid working across Exeter, Brinkworth or Abercynon
• The opportunity to shape and lead a critical function within a growing business