Head of Operations

Role Overview

• Own Operational Health Across Production Streams
• Maintain full visibility over utilization, profitability, delivery timelines, and process adherence across multiple teams and regions
• Identify early risk signals in capacity, margin, or client satisfaction before they escalate
• Act as first-line escalation for operational breakdowns impacting revenue or delivery confidence
• Intervene decisively to stabilize execution and restore performance
• Drive Planning, Forecasting & Capacity Control
• Build and continuously refine forecasting models to anticipate resource constraints and delivery bottlenecks
• Align production, finance, and sales around realistic planning assumptions
• Translate pipeline signals into capacity strategies
• Establish predictable operational rhythms that reduce reactive firefighting
• Own KPI Systems & Performance Accountability
• Define, track, and evolve operational KPIs including utilization, contribution margin, throughput, and compliance
• Detect negative KPI trends and implement structural fixes — not temporary patches
• Drive performance accountability with Delivery Managers and Project Managers by setting clear expectations, decision rights, and measurable targets — while creating the structure that allows them to focus on high-impact work
• Introduce reporting improvements that increase visibility and decision speed
• Improve Systems, Tools & Operational Frameworks
• Lead implementation of new tools, automation layers, or process upgrades that increase scalability
• Simplify fragmented workflows across geographies
• Standardize operational best practices across production streams
• Represent operations in strategic internal forums and client-critical situations

Requirements

• 5+ years in operations, delivery leadership, or production management within complex, multi-team environments
• At least 2 years of experience in a similar Operations Manager or cross-team performance ownership role
• Proven ownership of forecasting, planning, and KPI frameworks tied to revenue and margin
• Experience working cross-functionally with sales, finance, and production stakeholders
• Experience leading Delivery Managers or equivalent roles, including performance calibration and escalation oversight

Benefits

• Competitive salary
• Flexible working hours
• Professional development budget
• Home office setup allowance
• Global team events