Head of Outsourced Services Exeter, Brinkworth or Abercynon (Hybrid)

For a complete understanding of this opportunity, and what will be required to be a successful applicant, read on. £55,000 £60,000 + 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

xehkeey 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)

Whats on Offer Salary of £55,000 £60,000 (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