Operational Services Agreement (OSA) Manager

Pontoon; Warwick; Hybrid; GBP 60,000 - 85,000; Full time

Job summary

Pontoon, an employment consultancy, is seeking an experienced Operational Services Agreement (OSA) Manager to lead governance, delivery and transition within a complex separation programme in Warwick. You will coordinate cross-functional teams, manage contractual obligations, risk and performance, and drive continuous improvement to ensure smooth exits.

This hybrid role requires strong governance discipline, robust stakeholder engagement, and the ability to navigate multi‑function environments

Qualifications

• Proven experience in service delivery and managing Operational Services Agreements (OSA).
• Experience with Transition Services Agreements (TSA) and supplier management.
• Strong governance, risk, and stakeholder engagement capabilities.
• Knowledge of business separation or transformation programmes.
• Excellent communication and relationship management skills.

Responsibilities

• Lead governance forums, working groups and operational review meetings.
• Ensure services are delivered in accordance with SLAs and contractual obligations.
• Monitor performance, identify risks and opportunities for improvement.
• Coordinate cross‑functional teams across business, technology, legal and finance.
• Own management of OSA-related risks, issues and escalations.
• Oversee transition and exit planning to ensure controlled exits.

Skills

Service Delivery

OSA Governance

TSA Experience

Supplier Management

Programme Mgmt

Stakeholder Eng

Risk Management

Dispute Resolution

Business Separation

Job description

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.

Job Title: Operational Services Agreement (OSA) Manager

Location: Warwick / Hybrid

Contract Type: 6 months

The Opportunity

We are seeking an experienced Operational Services Agreement (OSA) Manager to lead the governance, delivery and successful transition of Operational Services Agreements within a complex business separation programme.

This is a high-profile role responsible for ensuring operational services are delivered in line with contractual commitments while maintaining robust governance, managing stakeholder relationships and supporting the successful transition and exit of services.

Working across multiple business functions, you will act as the central point of coordination, driving collaboration, managing risk, overseeing service performance and ensuring contractual obligations are met throughout the lifecycle of the agreement.

Key Responsibilities

Service Delivery & Stakeholder Management

• Lead the operational relationship between service providers and recipients across all Operational Services Agreements.
• Ensure services are delivered in accordance with agreed service levels and contractual obligations.
• Monitor service performance, proactively identifying risks, issues and opportunities for continuous improvement.
• Build strong working relationships across business, technology, legal, finance, security and operational teams.
• Act as the primary point of coordination for all OSA-related operational activities.

Governance & Compliance

• Lead governance forums, working groups and operational review meetings.
• Ensure governance processes are consistently applied and fully auditable.
• Produce high-quality reporting, dashboards and management information for senior stakeholders.
• Maintain comprehensive records of decisions, actions, approvals and risks.
• Ensure compliance with contractual requirements, internal policies and governance standards.

Change Management

• Manage the end-to-end OSA change control process.
• Coordinate cross-functional impact assessments across business and technical teams.
• Ensure all changes are appropriately assessed, documented, approved and implemented.
• Maintain alignment between operational changes and contractual obligations.

Risk, Issue & Escalation Management

• Own the management of operational risks, issues, dependencies and escalations.
• Coordinate the resolution of complex operational, commercial and technical challenges.
• Support dispute resolution activities where required.
• Escalate significant risks and issues to senior leadership.

Transition & Exit Management

• Monitor and manage Operational Services Agreement exit plans.
• Coordinate cross-functional transition activities to ensure successful service exits.
• Oversee governance, quality assurance and completion of transition milestones.
• Ensure service exits are delivered in a controlled, compliant and auditable manner.

Data Security & Information Governance

• Monitor compliance with data security, privacy and information governance requirements.
• Ensure regulatory and organisational standards are maintained throughout service delivery.

Financial Management

• Support monthly billing activities, service charge validation and cost management.
• Coordinate the resolution of billing queries with relevant stakeholders.
• Monitor financial obligations associated with Operational Services Agreements.

Leadership

• Provide day-to-day leadership and guidance to members of the OSA team.
• Support resource planning and prioritisation across operational activities.
• Foster a collaborative, high-performing team environment focused on continuous improvement.

Skills & Experience

Essential

• Proven experience in Service Delivery, Operational Services Agreements (OSA), Transition Services Agreements (TSA), Supplier Management or Programme Management.
• Strong governance, operational management and stakeholder engagement experience.
• Experience managing risk, issues, escalations and dispute resolution.
• Knowledge of business separation, organisational transformation or transition programmes.
• Excellent communication, influencing and relationship management skills.
• Strong analytical, organisational and problem-solving capabilities.

We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention