Service Excellence Leader

About the role

The Service Excellence Leader will design, embed and operationalise a Service Excellence framework across the programme lifecycle, ensuring high‑quality, customer‑centric services that meet defined SLAs, KPIs and ISO standards. Reporting to senior management, the role drives consistent performance and continuous improvement throughout build, operate and transform phases.

Key responsibilities

• Define and lead the Service Excellence vision, principles and operating model aligned with project objectives.
• Design and implement service excellence policies, standards and frameworks, ensuring compliance with ISO‑aligned Integrated Management Systems.
• Establish KPIs, scorecards and performance dashboards; monitor SLA adherence and drive service quality improvements.
• Lead performance‑based culture across internal teams and external partners, governing service delivery during the Operate phase.
• Drive service maturity and transformation initiatives during the Transform phase.
• Collaborate with Service Integration, Modern Operations, ISO and OCM leads to ensure end‑to‑end service consistency and governance.
• Manage supplier and partner performance to meet contractual obligations and service standards.

Required profile

• Minimum 10 years of experience in service operations transformation and service management.
• Proven track record of implementing service excellence frameworks in multi‑supplier environments.
• Strong knowledge of ISO‑aligned quality management systems and continuous improvement methodologies.
• Demonstrated ability to lead cross‑functional teams and drive performance‑based outcomes.

Required skills