Provide visible, strategic leadership across SAAS operational services, setting a clear future‑focused vision that embeds automation, resilience and scalable operational technology.
Translate organisational strategy into robust delivery plans, standards and performance frameworks that enable consistent, high‑quality service at scale.
Lead high‑volume, multi‑channel service delivery, ensuring students receive timely, accurate support while leveraging digital tools to reduce failure demand.
Use data, forecasting and customer insight to drive real‑time operational decision‑making, optimise resources and maintain service stability through peak demand.
Drive continuous improvement through process redesign, automation and the adoption of emerging operational technologies to enhance efficiency and customer experience.
Develop and empower operational leaders, building capability, confidence and modern management systems to support high‑performing, future‑ready teams.
Provide senior oversight of complex or escalated operational issues, ensuring customer‑centred resolution and systemic learning.
Lead and influence executive‑level stakeholders across Digital, Policy, Finance, Risk, Communications and government partners, ensuring integrated planning, compliance and strategic alignment.

Operational leadership and Management
Practitioner
Adaptability to Change – Working
Delivery and decision making as speed – Working
Experience of improving operational service levels whilst maintaining customer centricity ideally through applying technology or process improvement.
Seeing the bigger picture – Level 4
Managing a quality service – Level 4

Head of Operations

Key skills