Head of Operations

Job Description

This is a great opportnity for Head of Operations to work for an award winning organisationHead of Operations - A the Head of Operations You will ideally have a substantial background in the management of operations within a technology solutions and service provider industry. Whilst this role is directly responsible for project delivery, reporting & MI services, internal tooling and technology support, ultimately you will be the source for all Business Process Re-engineering and automation, working closely with the Senior Management Team to define and improve our operation across all departments.The ideal person will be someone who has worked across industry best practice frameworks including ISO and ITIL standards alongside use of process improvement techniques such as Lean Six SigmaKey responsibilities include:· Review and maintenance of all company wide processes, including documentation, automation and general improvement management. You will also be responsible for management of the quality assurance frameworks we employ. · Management of the companys Project Management function, including customer facing project delivery, internal projects, PMO and small change co-ordination.· As Head of Operations you will support all teams with regards to supply chain management, including the management of distributers, new vendor onboarding, contract negotiations and leveraging vendor assistance programmes· Selection, delivery and management of the companies internal toolsets including Product, Finance, HR, Service Delivery, Project Management, CRM and MI.· Delivery of KPI reporting capability, ensuring that integrated tooling provides an automated picture of sales pipeline, profitability and service quality at a granular level.· Delivery of the enablement of operational requirements for new products, including quoting, billing, product terms, service onboarding and performance KPIs· Provision of internal IT capability, including basic office tools such as e-mail, telephony and hosting. Managing support for internal services including incident, request and access control management.· Working in conjunction with our compliance manager, design and delivery of processes to support our ISO certifications.Skills, experience & qualifications· You must have experience of managing operations for Managed Service Providers (MSPs), consulting or professional services organisations.· Proven ability to develop strategies, translate them into initiatives and track successful delivery. · You will possess a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams as well as the gravitas and commercial acumen to enable strategic relationships with customers.· Experience in successfully working with senior executives and presenting at board level.· Demonstrable experience in delivering operational excellence, analytical thinking, process development and improvement, problem-solving, communication, delegation, and planning.· Able to show strong commercial acumen and a broad experience and understanding of how departments operate across Finance, HR, Sales, Marketing and IT Support.· A strong negotiator and expert in IT contract law and purchasing.· Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity.· Able to collaborate across the organisation and with external stakeholders, previous experiencing co-ordinating resource within a matrix management structure will be desirable.· Qualifications and a background in pragmatic implementation of ITIL processes· Experience in working with and implementing ISO2000, ISO27001, ISO9001, ISO14001 and other applicable ISO standards is critical.· A strong background in process automation using toolsets common to MSPs is essential. Examples include ConnectWise, Service Now, Teams, SharePoint, Dynamics and MS Project.· Experience of leading project delivery teams and Project and Portfolio management techniques such as Prince2.