Operations Account Manager BPSBPO

Job Description:

Operations Account Manager

Public Sector Business Process Services (BPS/BPO)

At DXC Technology we deliver mission-critical business and technology services that support some of the UKs most important organisations. We are seeking an experienced customer-focused and operationally driven Operations Account Manager to lead delivery for a major public sector customer operating within a secure highly regulated and performance-critical environment.

This role is ideal for an experienced leader from a BPO Business Process Services (BPS) Managed Services Customer Operations Shared Services Service Delivery or Outsourcing environment. You will be accountable for delivering operational excellence achieving contractual outcomes driving continuous improvement and ensuring the successful delivery of customer services against agreed performance targets.

As the primary operational lead for the account you will work closely with customers operational delivery teams and senior stakeholders to ensure service performance customer satisfaction commercial success and continual service improvement.

What Youll Be Doing

The Operations Account Manager is responsible for the day-to-day management and performance of operational services ensuring customer commitments are met while delivering efficient high-quality outcomes.

Key Responsibilities

• Leading the delivery of contracted services across one or more customer accounts.
• Acting as the primary point of contact for customer stakeholders and operational governance activities.
• Driving service performance against contractual KPIs SLAs quality standards and business outcomes.
• Managing operational risks service issues and escalations through to successful resolution.
• Leading service reviews governance meetings and performance reporting with customers and senior leadership.
• Driving continuous improvement initiatives focused on productivity efficiency quality automation and customer experience.
• Ensuring effective workforce planning and resource management to meet operational demand.
• Identifying opportunities to improve processes eliminate waste and optimise service delivery costs.
• Managing operational budgets and supporting financial performance cost control and profitability objectives.
• Working collaboratively with delivery teams support functions and customer stakeholders to deliver operational excellence.
• Ensuring compliance with contractual obligations regulatory requirements security policies and operational procedures.
• Supporting transformation initiatives that enhance customer outcomes and operational effectiveness.
• Developing and maintaining service improvement plans and tracking progress against agreed actions.
• Driving a culture of accountability quality continuous improvement and customer focus across delivery teams.

What Were Looking For

Essential Skills & Experience

• Proven experience in an Operations Manager Service Delivery Manager Account Delivery Manager BPO Operations Manager Business Services Manager or similar customer-facing leadership role.
• Significant experience delivering services within a BPO Business Process Services (BPS) Outsourcing Shared Services Managed Services Customer Operations environment.
• Strong background managing operational delivery projects and run services against contractual commitments KPIs SLAs and performance targets.
• Demonstrable experience leading large operational teams and cross-functional delivery organisations.
• Strong customer relationship management and stakeholder engagement skills.
• Experience managing service reviews governance forums performance reporting and operational improvement programmes.
• Proven ability to manage operational risk escalations and service recovery activities.
• Experience in workforce planning capacity management demand forecasting and resource optimisation.
• Commercial awareness with experience managing budgets cost reduction initiatives and service profitability.
• Strong analytical and problem-solving skills with a focus on operational performance improvement.
• Experience working within highly regulated secure or public sector environments.
• Experience of opportunity identification and revenue growth

Desirable Skills

• Experience delivering services to UK Government or Public Sector organisations.
• Lean Six Sigma Continuous Improvement or Operational Excellence certification.
• Prince2 MSP PMP Agile or equivalent project management qualifications.
• ITIL Foundation or Service Management certification.
• Experience leading large business transformation or operational change programmes.
• Knowledge of contact centre citizen services case management transaction processing or shared services delivery models.

What Success Looks Like

• Consistent achievement of customer KPIs SLAs and contractual obligations.
• High levels of customer satisfaction and stakeholder confidence.
• Delivery of measurable cost savings and productivity improvements.
• Reduction in operational risk service failures and recurring issues.
• Successful implementation of continuous improvement and automation initiatives.
• Strong employee engagement and high-performing service delivery teams.

Delivery of contractual outcomes while maintaining service quality and profitability.

At DXC Technology we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing productivity individual work styles and life circumstances. Were committed to fostering an inclusive environment where everyone can thrive.

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