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.

Managing Director – Customer Managed Services

Key skills