Operations Director

Role Overview

• Lead all operational functions through a single, integrated model — service delivery, project delivery, and technical support
• Own service quality, SLA performance, and customer satisfaction across all operational functions
• Drive step-change improvements in cost-to-serve, scalability, and efficiency through automation-first thinking and AI-led operating models
• Provide executive oversight of the PMO and project delivery, ensuring alignment with business strategy and customer priorities
• Own operational budgets, resource planning, utilisation, and margin performance
• Serve as the senior escalation point for complex operational and service-critical challenges
• Lead the continuous improvement agenda, embedding measurable, sustainable change across the business
• Champion the use of AI and automation to evolve how the team works, not just incrementally improve it

Requirements

• Senior leadership experience in a managed services or IT consultancy environment
• A track record of redesigning service or operating models in a meaningful way — driven by automation-first thinking, cost-to-serve focus, and standardisation at scale
• Deep understanding of technical project lifecycles and transition to managed services
• Experience managing operational budgets and driving commercial performance
• Strong stakeholder management skills with experience influencing at C-suite level
• Demonstrated ability to lead, motivate, and scale high-performing teams
• Financially literate with a focus on profitability, resource forecasting, and contract alignment
• A genuine understanding of how AI and process automation can transform operational performance — and the experience to back it up

Benefits

🌴 Generous Time Off: Enjoy 24 days of annual leave, increasing by 1 day each year up to 28 days, plus Bank Holidays.📚 Continuous Learning: Participate in regular lunch and learn sessions with both internal and external speakers.🌟 Personal Development: Take advantage of 5 paid days annually to pursue new skills or knowledge.🤝 Volunteer Opportunities: Contribute to your community with 2 paid volunteer days each year.🎉 Team Spirit: Join a friendly team and engage in various social events organised throughout the year.