Operational Engagement Lead (Service Delivery)
Salary: up to £115,000 + 15% bonus
Location: Remote with 1–2 days per week in Birmingham
The Opportunity
We're supporting a leading technology-enabled services organisation in the search for an experienced Operational Engagement Lead to take ownership of a strategically critical client relationship.
This is a senior operational leadership role, sitting above day-to-day service management. You'll bring together service desk, service management, suppliers, and delivery partners into a single, joined-up operation — ensuring the service feels intentional, controlled and credible to the client, even when the underlying environment is complex.
You'll hold full accountability for operational performance, service integration, financial control and the commercial growth of the account, acting as the senior point of trust with stakeholders up to CIO level.
The Role
As Operational Engagement Lead, you will:
* Own the overall health, direction and commercial success of a major client account
* Lead and integrate multiple operational service functions into a coherent, end-to-end service
* Act as the primary senior client contact, engaging confidently from operational teams through to CIO and executive stakeholders
* Provide visible leadership to a large, multi-disciplinary delivery organisation
* Take full ownership of operational and commercial performance, including budgets, forecasting and margin control
* Establish and maintain strong governance across suppliers and partners, with clear accountability and escalation
* Drive continuous improvement, balancing service stability with meaningful change
* Identify and shape opportunities to extend or deepen the engagement in a way that genuinely adds value to the client
* Represent the service internally at senior forums, advocating for investment, capability and capacity where required
What you'll deliver
* A clear and compelling service narrative that aligns operational reality with client expectations
* High-impact senior service reviews focused on outcomes, risks and forward plans
* Integrated service roadmaps connecting operations, improvement initiatives and future demand
* Well-structured commercial plans and proposals that grow the account in a controlled, credible way
About you
You'll bring a strong blend of operational leadership, commercial judgement and executive-level presence, including:
* Extensive experience leading operations within complex, multi-supplier service environments
* Proven expertise in Service Integration, including governance models and cross-supplier coordination
* A track record of leading large teams and managing significant operational budgets
* Confidence owning senior client relationships and operating at CIO / executive level
* Experience leading service transitions, transformations or major operational change
* Strong commercial acumen, with experience growing accounts through trusted advisory relationships
* Exceptional communication skills, able to move seamlessly between operational detail and executive conversation
Why apply?
This is a high-impact role for a senior operational leader who enjoys complexity, values strong client relationships, and wants genuine ownership of both service outcomes and commercial success.
If you'd like to explore this opportunity in confidence please get in touch
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