Description
Job Type: Permanent
Hours of Work: Full-time
Location: Hybrid/remote with access to our office locations in Abingdon, Portchester and Wootton Bassett
Department: Managed Services/Delivery
Reporting to: Services Director
About Conscia
Conscia is a leading provider of cybersecurity, networking, hybrid cloud, and observability solutions for mission-critical IT infrastructure in large European organisations. Conscia’s experts design, implement, and run innovative, customised IT solutions across cybersecurity, networking, hybrid cloud, and observability, supporting our customers throughout their technology lifecycles. Founded in 2003, Conscia is owned by private equity investor Nordic Capital. With around 1,500 employees, Conscia serves large organisations in finance, healthcare, manufacturing, utilities, retail, and the public sector from offices in Belgium, Denmark, Finland, Germany, Ireland, Norway, Slovenia, Sweden, the Netherlands, and the UK.
People and Culture
We believe our company culture is part of what makes us special: it’s part of what people love about working here. We’re dedicated to nurturing this positive and inclusive culture, so that people are empowered to bring their whole selves to work each day. Our goal is to foster an environment where people feel valued, heard, and supported, and where they can thrive and succeed. This is reflected in our company values: Inspire Trust, Commit to Collaborate, Deliver on Promise, Learn for Life and Embrace Sustainable Change.
The Head of Service Governance is accountable for establishing and leading a new Managed Services governance function that ensures all service contracts are commercially viable, contractually robust, operationally deliverable, and continually improved over their lifecycle.
This role acts as the commercial and operational gatekeeper for Managed Services, ensuring the business only enters into service contracts that can be underpinned profitably, sustainably, and in line with the agreed service catalogue and operating model.
The role owns service contract management excellence, service onboarding governance, service catalogue adherence, and in-life service improvement, while managing a team that includes the Service Operations Manager, Lifecycle Services Managers, and Service Delivery Managers.
Job Type: Permanent
Hours of Work: Full-time
Location: Hybrid/remote with access to our office locations in Abingdon, Portchester and Wootton Bassett
Department: Managed Services/Delivery
Reporting to: Services Director
About Conscia
Conscia is a leading provider of cybersecurity, networking, hybrid cloud, and observability solutions for mission-critical IT infrastructure in large European organisations. Conscia’s experts design, implement, and run innovative, customised IT solutions across cybersecurity, networking, hybrid cloud, and observability, supporting our customers throughout their technology lifecycles. Founded in 2003, Conscia is owned by private equity investor Nordic Capital. With around 1,500 employees, Conscia serves large organisations in finance, healthcare, manufacturing, utilities, retail, and the public sector from offices in Belgium, Denmark, Finland, Germany, Ireland, Norway, Slovenia, Sweden, the Netherlands, and the UK.
People and Culture
We believe our company culture is part of what makes us special: it’s part of what people love about working here. We’re dedicated to nurturing this positive and inclusive culture, so that people are empowered to bring their whole selves to work each day. Our goal is to foster an environment where people feel valued, heard, and supported, and where they can thrive and succeed. This is reflected in our company values: Inspire Trust, Commit to Collaborate, Deliver on Promise, Learn for Life and Embrace Sustainable Change.
The Head of Service Governance is accountable for establishing and leading a new Managed Services governance function that ensures all service contracts are commercially viable, contractually robust, operationally deliverable, and continually improved over their lifecycle.
This role acts as the commercial and operational gatekeeper for Managed Services, ensuring the business only enters into service contracts that can be underpinned profitably, sustainably, and in line with the agreed service catalogue and operating model.
The role owns service contract management excellence, service onboarding governance, service catalogue adherence, and in-life service improvement, while managing a team that includes the Service Operations Manager, Lifecycle Services Managers, and Service Delivery Managers.
Requirements
Required skills, experience and effective behaviours
Essential
Required skills, experience and effective behaviours
Essential
- Demonstrable experience setting up or materially improving a Managed Services contract governance function.
- Hands-on ownership of medium to large, complex IT Managed Services contracts, including multi-year agreements, bespoke service models, and strong SLA and KPI frameworks.
- Proven experience delivering Service Improvement Plans to correct underperforming services.
- Deep understanding of contractual risk management, margin protection, change control, and cost-to-serve modelling.
- Strong background operating in customer-facing, contractually complex IT services environments.
- Experience working within ITIL-aligned service organisations.
- Involvement in service catalogue design and lifecycle management.
- Exposure to private equity-backed or high-growth IT services environments.
- Experience influencing sales behaviour and deal qualification processes.
