Managing Director - Customer Managed Services

• • Provide strategic, commercial and operational leadership for PwC’s Customer Managed Services business, with an initial focus on customer contact services.
• • Lead end-to-end operational performance across Customer Managed Services client engagements, ensuring high-quality delivery, consistency, efficiency and continuous improvement.
• • Drive profitable growth through expansion of the managed services footprint, development of new markets and deeper penetration of existing client accounts.
• • Own commercial performance, including responsibility for achieving c.£10m annual sales targets and c.£5m gross revenue across Customer Managed Services offerings.
• • Strengthen PwC’s market position by developing differentiated value propositions, enhancing thought leadership and building trusted C-suite client relationships.
• • Collaborate with Partners, Managing Directors and teams across Consulting and Operate to shape integrated, technology-enabled solutions and unlock cross-sector opportunities.
• • Embed standardisation, automation, AI-enabled delivery and data-led insight to improve productivity, reduce cost and enhance operational efficiency.
• • Ensure strong governance, risk management, quality controls and compliance across multi-million-pound delivery portfolios within a matrix management environment.
• • Build and sustain a culture of continuous improvement, innovation and operational excellence across multidisciplinary delivery teams.

• Proven senior leadership experience in building and scaling Customer Managed Services or comparable managed service offerings, ideally with customer contact or customer operations scope.
• Strong commercial acumen, including ownership of multi-million-pound sales and revenue targets and accountability for profitable growth.
• Deep expertise in customer operations and managed service delivery, with the ability to drive consistency, efficiency and quality at scale.
• Ability to develop and articulate compelling value propositions and establish trusted-advisor relationships with senior client stakeholders, including C-suite executives.
• Strong collaboration and influencing skills, with experience working across Consulting, Operate and Markets within a matrix organisation.
• Experience embedding technology-enabled delivery models, including automation, AI, analytics and standardised processes, to improve productivity and service outcomes.
• Demonstrated capability in governance, risk management and quality control across large-scale, complex delivery portfolios.
• Leadership capability to inspire teams, drive change and embed a culture of continuous improvement and innovation.

Demonstrates strategic leadership in Customer Managed Services, focusing on operational excellence, commercial performance, and the development of technology-enabled solutions. Proven ability to drive profitable growth and build trusted relationships with C-suite executives while ensuring governance and quality control across complex delivery portfolios.

• Senior Leadership Experience
• Commercial Acumen
• Customer Operations Expertise
• Technology-Enabled Delivery Models
• Governance and Risk Management

• Customer Managed Services
• Operational Performance Management
• Sales Target Achievement
• Quality Control
• Process Standardization
• Automation
• AI Integration
• Data Analytics
• Continuous Improvement
• Managed Service Delivery

• Collaboration
• Influencing Skills
• Relationship Building
• Change Management
• Team Inspiration

• C-Suite Engagement
• Market Positioning
• Value Proposition Development
• Matrix Management
• Operational Efficiency