Senior Director of Services

Our client is a UK business software company. As Senior Director, Services (Health), you will shape and lead the Services strategy for our Health customer portfolio, with accountability for customer experience, retention, service revenue and delivery performance. You will bring together Support and Professional Services around a consistent, scalable approach that helps customers get greater value from our products. You will lead the evolution of our services model, moving beyond traditional implementation towards higher-value advisory and data services, while developing service offerings that reflect the needs of different customers.

Working closely with the Health Customer Unit and senior leaders across the business, you will set direction, create accountability and drive change across a complex and highly regulated environment. You will have a significant role in improving how we deliver for customers, how we operate as a Services function, and how we build a high-performing team for the future. You will provide strategic and operational leadership across Health Services, driving strong customer outcomes, commercial performance and consistent delivery.

Set the direction for Support and Professional Services across the Health customer portfolio, creating a clear and consistent approach aligned with the wider Services strategy. Own service performance across the customer lifecycle, from onboarding and adoption through to ongoing support, retention and account growth. Lead a step-change in customer experience, improving satisfaction, service responsiveness and resolution times while reducing avoidable demand and repeat contact.

Drive customer retention and services revenue, including the transition from traditional implementation towards higher-value advisory, data and expert services. Establish a scalable service model that reflects different customer needs, while maintaining consistency across the wider Services organisation. Create strong accountability across Support, Professional Services, Deployment and the Health Customer Unit, using insight and governance to identify issues early and drive them through to resolution.

Lead strategic Health programmes and provide senior leadership where significant customer, commercial or delivery risks require intervention. Improve the effectiveness of the Services organisation through better use of data, technology, automation, processes and resource planning. Set high standards for governance, quality and operational discipline, ensuring effective processes are embedded and consistently followed. Build a high-performing leadership team and wider Services organisation, developing capability, succession and a culture of accountability, collaboration and continuous improvement.

You will be an experienced Services leader with a strong track record of leading change, improving customer outcomes and building high-performing teams in a complex environment. Significant senior leadership experience across Support and/or Professional Services within SaaS, enterprise software or another complex technology environment. A proven track record of improving customer experience, reducing support demand and strengthening SLA performance erience leading services organisations through significant operational or commercial change, with clear evidence of improved customer and business outcomes.

Strong commercial experience, including ownership of services revenue, cost-to-serve, customer retention and an understanding of GRR and the drivers of churn. Experience evolving a services model from traditional implementation towards higher-value advisory, data or expert services. Experience designing or leading scalable service models that balance customer needs with consistency and efficiency across a wider organisation. Proven ability to operate effectively at executive level, influencing across a matrix organisation and bringing different functions together around shared outcomes.

Experience working within the NHS or wider public sector would be highly advantageous. Please note, applicants must have the legal right to work in the UK at the time of application. Wellbeing that means something 26 days' holiday  bank holidays (and the option to buy more) plus 1 paid volunteering day every year Exceptional family leave, 26 weeks fully paid maternity/adoption, 4 weeks fully paid paternity, 22 weeks fully paid shared parental leave, plus 5 days paid bereavement leave Robust sick pay of up to 13 weeks full…