Managing Director - Customer Managed Services

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• • Provide strategic, commercial and operational leadership for PwC’s Customer Managed Services business, with an initial focus on customer contact services.
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• • Lead end-to-end operational performance across Customer Managed Services client engagements, ensuring high-quality delivery, consistency, efficiency and continuous improvement.
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• • Drive profitable growth through expansion of the managed services footprint, development of new markets and deeper penetration of existing client accounts.
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• • Own commercial performance, including responsibility for achieving c.£10m annual sales targets and c.£5m gross revenue across Customer Managed Services offerings.
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• • Strengthen PwC’s market position by developing differentiated value propositions, enhancing thought leadership and building trusted C-suite client relationships.
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• • Collaborate with Partners, Managing Directors and teams across Consulting and Operate to shape integrated, technology-enabled solutions and unlock cross-sector opportunities.
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• • Embed standardisation, automation, AI-enabled delivery and data-led insight to improve productivity, reduce cost and enhance operational efficiency.
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• • Ensure strong governance, risk management, quality controls and compliance across multi-million-pound delivery portfolios within a matrix management environment.
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• • Build and sustain a culture of continuous improvement, innovation and operational excellence across multidisciplinary delivery teams.
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• Proven senior leadership experience in building and scaling Customer Managed Services or comparable managed service offerings, ideally with customer contact or customer operations scope.
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• Strong commercial acumen, including ownership of multi-million-pound sales and revenue targets and accountability for profitable growth.
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• Deep expertise in customer operations and managed service delivery, with the ability to drive consistency, efficiency and quality at scale.
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• Ability to develop and articulate compelling value propositions and establish trusted-advisor relationships with senior client stakeholders, including C-suite executives.
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• Strong collaboration and influencing skills, with experience working across Consulting, Operate and Markets within a matrix organisation.
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• Experience embedding technology-enabled delivery models, including automation, AI, analytics and standardised processes, to improve productivity and service outcomes.
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• Demonstrated capability in governance, risk management and quality control across large-scale, complex delivery portfolios.
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• Leadership capability to inspire teams, drive change and embed a culture of continuous improvement and innovation.
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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.

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• Senior Leadership Experience
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• Commercial Acumen
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• Customer Operations Expertise
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• Technology-Enabled Delivery Models
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• Governance and Risk Management
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• Customer Managed Services
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• Operational Performance Management
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• Sales Target Achievement
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• Quality Control
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• Process Standardization
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• Automation
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• AI Integration
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• Data Analytics
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• Continuous Improvement
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• Managed Service Delivery
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• Collaboration
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• Influencing Skills
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• Relationship Building
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• Change Management
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• Team Inspiration
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• C-Suite Engagement
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• Market Positioning
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• Value Proposition Development
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• Matrix Management
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• Operational Efficiency
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