Head of Managed Services

Sword is a leading provider of business technology solutions within the Energy, Public and Finance Sectors, driving transformational change within our clients. We use proven technology, specialist teams and domain expertise to build solid technical foundations across platforms, data, and business applications. We have a passion for using technology to solve business problems, working in partnership with our clients to help in achieving their goals.

As Head of Managed Services, you will lead the development, delivery and continued growth of our managed service capability, with a particular focus on supporting organisations across the energy sector with their data and information management requirements.

This is a senior leadership role with responsibility for ensuring our managed services are commercially effective, operationally robust and consistently deliver a high-quality customer experience. You will lead and develop our Service Delivery Managers, strengthen service governance and processes, and work closely with customers and internal teams to identify opportunities to evolve and expand our service offering.

Alongside responsibility for existing services, you will play an important role in shaping how new services are designed, transitioned and delivered, ensuring we have scalable processes, appropriate commercial controls and the right capability in place to support continued growth.

• Lead the delivery and continued development of our managed services portfolio, ensuring consistently high standards across customer engagements
• Provide leadership, direction and support to Service Delivery Managers, developing capability and driving a consistent approach to service delivery
• Own and continuously improve service management processes, governance and operating models across the managed services function
• Oversee service performance against contractual commitments, SLAs, KPIs and agreed customer outcomes
• Build strong relationships with key customer stakeholders, acting as a senior point of contact for service performance, improvement and development
• Lead the design and implementation of new service processes and support the transition of new services into operation
• Work closely with operational, commercial and technical teams to ensure services are appropriately structured, resourced and governed
• Maintain oversight of service financials, including budgets, cost management, forecasting and commercial performance
• Identify opportunities to expand existing services and develop new managed service offerings in response to customer requirements
• Support business growth through the development of scalable, repeatable service models and effective mobilisation of new customer engagements
• Provide clear management information and insight around service performance, risks, opportunities and areas for improvement
• Ensure appropriate governance is maintained across the managed services portfolio, proactively managing operational and commercial risks

• Significant experience in a senior Service Delivery, Managed Services or operational leadership role
• Strong experience managing the delivery of services across multiple customers, contracts or complex service environments
• Demonstrable experience designing and implementing new service processes and improving established service delivery models
• Experience leading and developing Service Delivery Managers and wider service teams
• Strong commercial awareness, with experience of financial controls, budget management, forecasting and service profitability
• Proven ability to build trusted relationships with senior customer stakeholders and manage complex service relationships
• Experience overseeing service performance against SLAs, KPIs and contractual commitments
• Strong understanding of service governance, continuous improvement and operational risk management
• Experience supporting the mobilisation, transition or introduction of new managed services
• Ability to balance operational delivery with customer requirements, commercial priorities and longer-term service growth
• Strong leadership and communication skills, with the ability to influence…