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Job Title

Director of Operations

Location

Birmingham

Salary

Up to £85,000

Job Description

Every Cylinder is working with a Midlands-based MSP seeking an experienced Operations Professional to join their senior leadership team.

The business has grown rapidly in the last couple of years, resulting in the requirement for the development of operational management practices that can support the continued growth of the business. The Operations Director will be responsible for the overall operational efficiency of the business. You will be responsible for working across all departments, generating ideas that will create the best outcomes for clients and continuous improvement of internal processes.

You will work closely alongside senior leadership and managers of departments to drive the delivery and implementation of high-quality IT solutions to clients. You will be responsible for managing heads of departments in Projects, Customer Service, IT Helpdesk, Sales, Finance and Administration.

Job Responsibilities

• Responsible for driving continuous improvement of all operational aspects of the business.
• Influencing Senior Stakeholders regarding critical decisions, business growth and strategy to future-proof the business.
• Control and management of all operational staff through clear communication.
• Promote high standards of service delivery throughout the business.
• Manage relationships with existing, potential & new customers and suppliers.
• Drive operational KPIs throughout the business.
• Develop a culture of continuous improvement.
• Ensure all regulatory and compliance practices are followed.
• Deliver and curate the implementation of workflow solutions, identifying gaps in current business practices.
• Provide leadership for the management team, focussing on improving performance outcomes and KPIs.
• Deliver service levels to internal and external stakeholders above and beyond their expectations and the formal commitments of the business to its customers and stakeholders.
• Build succession, recruitment, and retention plans.
• Provide business intelligence to the Senior Leadership Team to enable growth, value, and quality.
• Promote a positive and inclusive workplace culture, fostering employee collaboration and teamwork.

Candidate Profile

You will have a proven track record in a leadership position within a relevant quality focused/customer-centric environment. You will be able to demonstrate your ability to improve performance levels and translate business objectives into tangible results.

You will be an excellent communicator with interpersonal skills that allow you to build and maintain relationships with clients, employees and stakeholders. You will be visible across all levels within the business, actively listening to feedback while creating a collaborative culture across all departments in the business.

Required Experience

• Operational Management / Leadership experience within a Managed Service Provider or similar client-facing experience within an IT/Technology focussed organisation.
• The leadership of technical and non-technical teams.
• Strong knowledge and experience of the operational requirements of SME environments.
• A proven track record of implementing continuous improvement across various business departments.
• Excellent commercial awareness and the ability to build strong relationships with clients.
• Financial management experience, including budgeting and forecasting.
• Experience developing teams through periods of change and cultural enhancement.
• The ability to adopt agile working practices to offer flexible solutions to changing business requirements.

The Company

A Midlands-based MSP founded in 2014, providing managed technical and helpdesk services to a number of SME clients. This MSP provides cloud and on-premise technical solutions and a strong portfolio of managed IT and communication technologies. Expert technical solutions and outstanding customer satisfaction are at the heart of this MSPs culture.

You will join a friendly and dynamic team in a supportive and collaborative environment. You will be encouraged to share your ideas and demonstrate your passions and ambitions. A strong work/life balance is promoted throughout the business.

Next Steps

Please apply with a copy of your CV.

Job Type: Full-time

Salary: Up to £85,000.00 per year

Benefits:

• Company pension
• On-site parking

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Birmingham: reliably commute or plan to relocate before starting work (required)

Application question(s):

• How many years of operations experience do you have?
• Do you have experience in a senior operations position, such as an Operations Director or Operations Manager?
• Do you have experience working for an IT Managed Service Provider or a business that delivers IT services?

Work Location: One location

Application deadline: 13/02/2023
Reference ID: OPSD08