· Highly organised, resilient and outcome focused.
· Strong sense of accountability and ownership.
· Diplomatic, adaptable and collaborative, with the confidence to make decisions in high risk and high visibility situations.
· Comfortable operating with limited supervision while exercising sound judgement.
Required Skills and Experience:
· Extensive senior‑level experience in service management or service delivery roles within large, complex and highly regulated contractual environments.
· Demonstrable experience of operating at executive or senior management level as the accountable owner of service delivery under a formal performance‑based contract.
· Proven experience managing multi‑disciplinary service organisations, including operations, maintenance, performance assurance and change management functions.
· Strong experience in contractual performance management, including SLAs, KPIs, service credits, assurance and audit activities.
· Experience of managing high‑visibility services with significant operational, reputational and stakeholder impact.
· Demonstrated ability to interpret and apply complex contractual requirements and translate them into effective operational governance and controls.
Contractual and Governance Skills
· Strong contractual literacy, with the ability to interpret, apply and enforce service obligations, governance mechanisms and change control processes.
· Ability to operate effectively within a strict performance and assurance framework, ensuring evidence‑based compliance at all times.
· Sound understanding of service management governance, risk management and audit principles in regulated environments.
Leadership and People Management
· Proven senior leadership capability, with experience leading managers and specialist teams in complex service delivery organisations.
· Ability to set clear direction, accountability and priorities across multiple service domains.
· Confidence to make decisions and provide clear leadership in high‑pressure, high‑visibility situations.
Communication and Stakeholder Management
· Excellent communication skills, with the ability to engage credibly and authoritatively with TTL senior stakeholders.
· Strong stakeholder management and influencing skills, particularly in situations involving service risk, performance challenge or contractual scrutiny.
· Ability to manage escalations calmly, transparently and professionally, maintaining trust and contractual discipline.
· Highly organised, resilient and accountable, with a strong sense of ownership for service outcomes.
· Comfortable operating in environments of complexity, scrutiny and ambiguity.
· Pragmatic, analytical and outcome‑focused, with a strong commitment to contractual compliance and service excellence.
Education and Technical Knowledge
· Degree‑level education or equivalent professional experience in engineering, information systems, service management or a related discipline.
· Strong working knowledge of service management frameworks in ITIL‑aligned environments.
· Demonstrable understanding of change management, asset and configuration management, and performance assurance in complex, regulated service contracts.
· Ability to operate credibly in technically complex environments without acting as a hands‑on technical specialist.