Salary: £80,000 - 80,000 per year Requirements: 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) Responsibilities: 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 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 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 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 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 Technologies: AI Support More: We are a growing, private equity-backed technology business that delivers specialist data and processing solutions within a regulated environment. We offer a salary of £65,000 - £80,000 (depending on experience), 25 days holiday plus bank holidays, and hybrid working across Exeter, Brinkworth, or Abercynon. This is a fantastic opportunity to shape and lead a critical function within our business, driving performance and efficiency while contributing to our continued growth. last updated 14 week of 2026