At a Glance
- Tasks: Lead service governance to ensure operational excellence and contract compliance.
- Company: Dynamic managed services provider focused on growth and innovation.
- Benefits: Competitive salary, flexible working options, and opportunities for professional development.
- Other info: Join a fast-paced environment with excellent career advancement opportunities.
- Why this job: Make a real impact by driving service improvements and enhancing customer satisfaction.
- Qualifications: Experience in service governance, strong communication skills, and commercial awareness.
The predicted salary is between 70000 - 90000 £ per year.
We are seeking an experienced Head of Service Governance to establish and lead a service governance function within a growing managed services environment. This position will be responsible for ensuring managed service engagements are commercially sound, operationally deliverable, contractually compliant, and continually improved throughout their lifecycle. The successful candidate will act as the governance authority across service onboarding, contract management, service performance, risk management, and continuous improvement.
Working closely with Sales, Presales, Finance, Service Delivery, and Operational teams, you will ensure services are delivered in line with agreed contractual commitments while protecting profitability, customer satisfaction, and operational excellence.
Key Responsibilities- Own governance of managed service agreements from mobilisation through to renewal or exit.
- Maintain oversight of contractual commitments, service scope, SLAs, KPIs, service credits, and risk management.
- Ensure robust governance frameworks are in place, including service reviews, escalation processes, reporting, and change control.
- Drive contractual accountability across customers and internal stakeholders.
- Identify and mitigate service, commercial, and operational risks.
- Lead remediation activities and Service Improvement Plans (SIPs) where service performance falls below expectations.
- Strong commercial awareness and decision-making capability.
- Ability to challenge stakeholders constructively when services or contracts present unacceptable risk.
- Excellent organisational and governance skills.
- Strong communication and stakeholder management abilities.
- Comfortable operating at both strategic and operational levels.
- Pragmatic, outcome-focused leadership style.
- Experience within ITIL-aligned service organisations.
- Knowledge of service catalogue development and lifecycle management.
- Experience within fast-growth, transformation, or private equity-backed businesses.
- Previous involvement in bid governance, deal qualification, or service design reviews.
- Managed service contracts operating within agreed commercial and contractual parameters.
- Reduction in scope creep, service credits, and margin leakage.
- Consistent and controlled onboarding of new services.
- Improved customer satisfaction and service predictability.
- Enhanced governance, reporting, and service visibility.
- Successful delivery of proactive lifecycle and technology refresh planning activities.
- Strong executive confidence in the scalability and profitability of managed services offerings.
Head of Service Governance employer: Franklin Fitch
As a leading player in the managed services sector, we pride ourselves on fostering a dynamic work environment that champions innovation and collaboration. Our commitment to employee growth is evident through tailored development programmes and a culture that encourages open communication and accountability. Located in a vibrant area, we offer competitive benefits and a supportive atmosphere where your contributions directly impact our success and customer satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Service Governance
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy about reaching out on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their service governance approach and think about how your experience aligns with their needs. We want you to walk in feeling confident and ready to showcase your skills!
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or mentors. Focus on articulating your experience in service governance and how you've tackled challenges in the past. This will help you communicate your value clearly when it counts.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and engaged. So, hit that apply button and let’s get you one step closer to landing that dream job!
We think you need these skills to ace Head of Service Governance
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Head of Service Governance role. Highlight your experience in service governance, risk management, and stakeholder engagement. We want to see how your skills align with our needs!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Share specific examples of how you've successfully managed service contracts and improved governance in previous positions.
Showcase Your Commercial Awareness:In your application, demonstrate your strong commercial awareness and decision-making capabilities. We’re looking for someone who can challenge stakeholders constructively and ensure services are delivered profitably.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. We can’t wait to see what you bring to the table!
How to prepare for a job interview at Franklin Fitch
✨Know Your Governance Inside Out
Make sure you understand the key aspects of service governance, especially in a managed services environment. Brush up on your knowledge of SLAs, KPIs, and risk management strategies. Being able to discuss these topics confidently will show that you're ready to take on the role.
✨Showcase Your Commercial Awareness
Prepare examples from your past experiences where you've demonstrated strong commercial decision-making. Think about times when you had to challenge stakeholders or mitigate risks. This will highlight your ability to protect profitability while ensuring customer satisfaction.
✨Communicate Effectively
Since this role involves working closely with various teams, practice articulating your thoughts clearly and concisely. Use the STAR method (Situation, Task, Action, Result) to structure your responses, especially when discussing your leadership style and stakeholder management skills.
✨Be Outcome-Focused
Demonstrate your pragmatic approach by discussing how you've led service improvement initiatives in the past. Be prepared to talk about specific outcomes you've achieved, such as reducing service credits or improving customer satisfaction, to show that you can drive results.
