eNlighten Managed Services Portfolio Director
- Compensation
- Not disclosed
- Location
- United Kingdom
- Work setup
- Not specified
- Seniority
- C level
- Employment
- Not specified
- Experience
- 3+ years
- Category
- Not specified
- Posted
Skills
Must have
- Significant leadership experience within Managed Services, with responsibility for a portfolio of strategic customer relationships
- Deep knowledge and experience of Oracle Fusion Cloud Applications and the associated Managed Services environment
- Practical knowledge of ITIL service management principles and processes, with experience applying them within a modern Managed Services environment
- Proven experience taking a portfolio-level view of customer health, satisfaction, value, retention, risk and performance, translating insight into clear actions and priorities
- Experience of product-focused delivery models, particularly within Managed Services or enterprise applications.
- Demonstrable success in driving exceptional customer satisfaction and value, connecting service delivery to measurable business outcomes
- Experience leading, coaching and developing Service Delivery Managers or comparable customer-facing teams, including acting as a senior escalation point
- Exceptional executive stakeholder management skills, with experience building trusted relationships and influencing senior customer stakeholders
- Proven commercial experience managing account profitability and margin, understanding the commercial drivers of Managed Services accounts and taking action to improve performance
- Experience of customer retention, renewals and account growth, balancing commercial performance with long-term customer value
- Experience operating within structured service governance and assurance frameworks, ensuring consistent standards across a customer portfolio
- Well developed analytical, communication and influencing skills, with the ability to operate effectively across customers, delivery teams, Sales and senior leadership
Full description
Please note you must be able to pass security clearance for this role (NPPV 3) due to our clients requirements, to gain this level of clearance you must have been a resident living in the UK for the past 3 years. About The Role
We are looking for an experienced Managed Services Portfolio Director to provide senior leadership across our growing portfolio of eNlighten Managed Services customers.
At the heart of this role is exceptional customer satisfaction and customer value. eNlighten goes beyond traditional SLA led Managed Services, combining operational excellence with a relentless focus on helping our customers maximise the value of their Oracle investment and achieve measurable business outcomes.
Reporting to the Vice President of Managed Services, you will take a portfolio wide view of customer health, experience, value, retention and growth. You will use customer insight, service data, NPS, XLAs and VLAs to understand performance across the portfolio, identify opportunities and ensure our services remain aligned to the priorities and outcomes that matter most to our customers.
You will provide senior leadership to our Service Delivery Management capability, coaching and developing the team and acting as a senior escalation point where required. Alongside your portfolio responsibilities, you will personally lead a small number of our most strategic customer relationships, building trusted partnerships with senior stakeholders and helping shape their ongoing Oracle journey.
You will maintain oversight of the commercial health of the portfolio, working collaboratively across the business to ensure our customer relationships remain sustainable and identifying opportunities to strengthen both customer value and account performance.
As a senior leader within eNlighten, you will also be accountable for the effectiveness of service governance across the portfolio and ongoing compliance with our service management and assurance standards, including Oracle Cloud Managed Service Provider (CMSP), ISO 20000-1 and ISO 27001.
This is a role for someone who can combine a passion for exceptional customer experience with strategic thinking, strong commercial awareness and service management expertise, continually looking for ways to deliver greater value and better business outcomes for our customers.
Required Skills and Experience
- Significant leadership experience within Managed Services, with responsibility for a portfolio of strategic customer relationships
- Deep knowledge and experience of Oracle Fusion Cloud Applications and the associated Managed Services environment
- Practical knowledge of ITIL service management principles and processes, with experience applying them within a modern Managed Services environment
- Proven experience taking a portfolio-level view of customer health, satisfaction, value, retention, risk and performance, translating insight into clear actions and priorities