Head of Outsourced ServicesExeter, Brinkworth or Abercynon (Hybrid)£65,000 £80,000 + benefitsWe 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 RoleYou 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 ResponsibilitiesCommercial & SalesDevelop and maintain a compelling outsourced services proposition (including SLAs, pricing and benefits)Support bid activity and identify opportunities for growth and cross-sellOversee billing, invoicing and commercial performance, ensuring profitabilityMaintain accurate customer records to support renewals and service reviewsImplementation & Service DeliveryEngage with clients during onboarding to ensure a smooth implementationWork closely with internal teams to deliver successful project go-livesDefine and monitor performance metrics and reportingOperations & ProcessingEnsure clear contracts and expectations are in place for all clientsDrive SLA performance, compliance and quality across processing teamsManage escalations and complex issues effectivelyOversee supplier relationships relating to printing, scanning and operational systemsContact Centre LeadershipLead multi-site contact centre operations, ensuring service excellenceUse data and insight to improve processes and reduce call volumesSupport clients in enhancing self-service and digital engagementManage third-party system providers and workforce planningStrategy & LeadershipOwn departmental P&L, identifying efficiencies and improvement opportunitiesDevelop and coach leadership teams to enhance performance and capabilityEnsure regulatory and PCI compliance across the functionFoster a positive, high-performance and proactive team cultureAbout YouProven experience in an outsourcing or business services environmentStrong understanding of operational delivery, SLAs and service optimisationCommercially astute with experience managing budgets and performanceSkilled in data analysis, using insights to drive improvementConfident leader with excellent communication and stakeholder management skillsExperience in contract management and working within regulated environmentsExposure to AI or digital transformation in customer experience (desirable)Whats on OfferSalary of £65,000 £80,000 (depending on experience)25 days holiday + bank holidaysHybrid working across Exeter, Brinkworth or AbercynonThe opportunity to shape and lead a critical function within a growing businessJBRP1_UKTJ