Head of Service Governance

Role Overview

We are seeking an experienced Head of Service Governance to establish and lead a service governance function within a growing managed services environment

.
This position will be responsible for ensuring managed service engagements are commercially sound, operationally deliverable, contractually compliant, and continually improved throughout their lifecycle. The successful candidate will act as the governance authority across service onboarding, contract management, service performance, risk management, and continuous improvemen

t.
Working closely with Sales, Presales, Finance, Service Delivery, and Operational teams, you will ensure services are delivered in line with agreed contractual commitments while protecting profitability, customer satisfaction, and operational excellen

ce.
Key Responsibili

ties
Service Contract Gover

• nanceOwn governance of managed service agreements from mobilisation through to renewal or
• exit.Maintain oversight of contractual commitments, service scope, SLAs, KPIs, service credits, and risk manage
• ment.Ensure robust governance frameworks are in place, including service reviews, escalation processes, reporting, and change con
• trol.Drive contractual accountability across customers and internal stakehol
• ders.Identify and mitigate service, commercial, and operational r
• isks.Lead remediation activities and Service Improvement Plans (SIPs) where service performance falls below expectat

ions.
Service Transition & Onbo

• ardingDefine and manage the service onboarding and transition fram
• ework.Ensure new services are operationally ready before go
• -live.Oversee service readiness reviews cov
• ering:Operational capa
• bilityResource pl
• anningTooling requir
• ementsCommercial via
• bilityContractual ali
• gnmentEnsure smooth and controlled mobilisation of new managed service cont

racts.
Service Catalogue & Commercial Gov

• ernanceAct as a key governance stakeholder for new managed service opportu
• nities.Review proposed services against existing service capabilities and delivery
• models.Challenge assumptions around service design, commercial models, resourcing, an
• d risk.Work alongside Sales, Presales, Finance, and Solution Design teams to ensure service via
• bility.Prevent underfunded, high-risk, or commercially unsustainable services entering de

livery.
Service Performance & Continuous Imp

• rovementLead continual service improvement initiatives across the managed services po
• rtfolio.Analyse trends rela
• ting to:SLA per
• formanceService
• creditsCost-
• to-serveOperational ef
• ficiencyCustomer sati
• sfactionDrive proactive service optimisation and governance impro
• vements.Ensure services evolve in line with customer requirements, business objectives, and operational scal
• ability.Oversee lifecycle management activities including technology refresh planning, end-of-support, and end-of-life gov

ernance.
Leadership & Team M

• anagementLead and develop a governance-focused service management
• function.Establish clear accountability, standards, and operating pr
• ocedures.Drive consistency across reporting, customer engagement, service reviews, and escalation ma
• nagement.Mentor and develop managers and service professionals within
• the team.Foster a culture of accountability, transparency, and continuous imp

rovement.
Stakeholder

• ManagementAct as a trusted advisor to senior leadership on service performance, governance, risk, and commercial susta
• inability.Collaborate with Service Delivery, Operations, Finance, Sales, Presales, and Solution Des
• ign teams.Provide recommendations regarding contract renewals, investment decisions, service enhancements, and commerc
• ial risks.Present governance, performance, and improvement outcomes to senior sta

keholders.
Experien

ce Requir

• ed
  EssentialExperience establishing or transforming a Service Governance, Service Management, or Managed Servic
• es function.Strong background managing complex IT managed services contracts and service
• frameworks.Experience overseeing multi-year service agreements with defined SLA and KPI
• structures.Proven track record delivering Service Improvement P
• lans (SIPs).Strong under
• standing of:Contrac
• t governanceCommercia
• l managementCh
• ange controlRis
• k managementMargi
• n protectionCost-to-
• serve modelsExperience working within customer-facing managed services e

nvironments.
Skills &am

• p; AttributesStrong commercial awareness and decision-makin
• g capability.Ability to challenge stakeholders constructively when services or contracts present unacc
• eptable risk.Excellent organisational and gover
• nance skills.Strong communication and stakeholder manageme
• nt abilities.Comfortable operating at both strategic and operat
• ional levels.Pragmatic, outcome-focused lead

ership st

• yle.
  DesirableExperience within ITIL-aligned service
• organisations.Knowledge of service catalogue development and lifecyc
• le management.Experience within fast-growth, transformation, or private equity-back
• ed businesses.Previous involvement in bid governance, deal qualification, or service d

esign reviews.
S

• uccess MeasuresManaged service contracts operating within agreed commercial and contract
• ual parameters.Reduction in scope creep, service credits, and
• margin leakage.Consistent and controlled onboarding o
• f new services.Improved customer satisfaction and service
• predictability.Enhanced governance, reporting, and serv
• ice visibility.Successful delivery of proactive lifecycle and technology refresh plann
• ing activities.Strong executive confidence in the scalability and profitability of managed serv

ices offerings.