Senior Director of Services

hackajob is partnering directly with OneAdvanced to hire for this role. As Senior Director, Services (Health), you will shape and lead the Services strategy for our Health customer portfolio, with accountability for customer experience, retention, service revenue and delivery performance. You will bring together Support and Professional Services around a consistent, scalable approach that helps customers get greater value from our products. You will lead the evolution of our services model, moving beyond traditional implementation towards higher-value advisory and data services, while developing service offerings that reflect the needs of different customers. Working closely with the Health Customer Unit and senior leaders across the business, you will set direction, create accountability and drive change across a complex and highly regulated environment. You will have a significant role in improving how we deliver for customers, how we operate as a Services function, and how we build a high-performing team for the future. You will provide strategic and operational leadership across Health Services, driving strong customer outcomes, commercial performance and consistent delivery. Set the direction for Support and Professional Services across the Health customer portfolio, creating a clear and consistent approach aligned with the wider Services strategy. Own service performance across the customer lifecycle, from onboarding and adoption through to ongoing support, retention and account growth. Lead a step-change in customer experience, improving satisfaction, service responsiveness and resolution times while reducing avoidable demand and repeat contact. Drive customer retention and services revenue, including the transition from traditional implementation towards higher-value advisory, data and expert services. Establish a scalable service model that reflects different customer needs, while maintaining consistency across the wider Services organisation. Create strong accountability across Support, Professional Services, Deployment and the Health Customer Unit, using insight and governance to identify issues early and drive them through to resolution. Lead strategic Health programmes and provide senior leadership where significant customer, commercial or delivery risks require intervention. Improve the effectiveness of the Services organisation through better use of data, technology, automation, processes and resource planning. Set high standards for governance, quality and operational discipline, ensuring effective processes are embedded and consistently followed. Build a high-performing leadership team and wider Services organisation, developing capability, succession and a culture of accountability, collaboration and continuous improvement. You will be an experienced Services leader with a strong track record of leading change, improving customer outcomes and building high-performing teams in a complex environment. Significant senior leadership experience across Support and/or Professional Services within SaaS, enterprise software or another complex technology environment. A proven track record of improving customer experience, reducing support demand and strengthening SLA performance at scale. Experience leading services organisations through significant operational or commercial change, with clear evidence of improved customer and business outcomes. Strong commercial experience, including ownership of services revenue, cost-to-serve, customer retention and an understanding of GRR and the drivers of churn. Experience evolving a services model from traditional implementation towards higher-value advisory, data or expert services. Experience designing or leading scalable service models that balance customer needs with consistency and efficiency across a wider organisation. Proven ability to operate effectively at executive level, influencing across a matrix organisation and bringing different functions together around shared outcomes. Experience working within the NHS or wider public sector would be highly advantageous. Please note, applicants must have the legal right to work in the UK at the time of application. Wellbeing that means something 26 days' holiday + bank holidays (and the option to buy more) plus 1 paid volunteering day every year Exceptional family leave, 26 weeks fully paid maternity/adoption, 4 weeks fully paid paternity, 22 weeks fully paid shared parental leave, plus 5 days paid bereavement leave Robust sick pay of up to 13 weeks full pay + 13 weeks half pay 24/7 Employee Assistance Programme for confidential support Private medical insurance for everyone, no medical-history exclusions Financial benefits that have your back Performance-based rewards tailored to your role, from company-wide bonuses to OTE and commission structures Income protection: up to 75% salary for 5 years if you ever need it Pension with 5% matched company contributions Life assurance worth 4x your salary from day one Free financial planning session with the option to engage in more tailored financial coaching. Grow your career with us SkillsHub learning platform with leadership pathways, future-manager training, and a huge online library Access to external training and apprenticeships Making a Difference MatchIt! Fundraise for a cause close to your heart and OneAdvanced will match part of the funding Pennies from Heaven donate the pennies from your pay check to help make a difference without lifting a finger Plus plenty other flexible benefits to suit your lifestyle on our RewardHub, including: ULEV car scheme with 1,000+ models Dental insurance, Health Cash Plan, Critical Illness Cover, Partner Life Cover, Health Assessment, Gym Membership At OneAdvanced, we are at the forefront of delivering sector-focused technology solutions that simplify complexity, drive meaningful progress, and help build a fairer, more inclusive society. We're much more than a software company. We deliver SaaS workflow applications and IT services that power organisations across Education, Government, Healthcare, Legal, Manufacturing, Housing, Retail, and more.

OneAdvanced is one of the UK's largest business software and services companies. Based in Birmingham (The Mailbox), operating across the UK, Ireland, India, and Australia.

Our secure, scalable platform, including OneAdvanced AI, our private AI service for UK organisations, powers connectivity and innovation across critical sectors. Alongside our software are our IT services, including hosting, managed services, and application modernisation.

We strive to create an inclusive workplace that drives innovation and collaboration, championing diverse perspectives and ideas. Our Environmental, Social and Governance (ESG) strategy is embedded in everything we do, guiding us to create meaningful impact for our people, our customers and the planet. Proud to be recognised in the Financial Times' Best Employers 2026 list for the second-year running, an independent and data led ranking based on employee feedback. Join us and become part of a team that's powering the world of work and making a real difference. Join us and become part of a team that's powering the world of work and making a real difference. Learn more at TPBN1_UKTJ