Head of Operations

henryschein; Barcelona; Sur place; EUR 120 000 - 170 000; Plein temps

Résumé du poste

Henry Schein in Barcelona seeks a Head of Operations to lead a 40–50 person team across Application Support, Onboarding, and governance. You will shape a scalable, data-driven operations function and drive the shift from reactive support to predictive performance in a SaaS environment.

You will partner with Product/Engineering, Sales and HR to deliver measurable improvements, automated routines, and a culture of continuous enhancement.

Responsabilités

• Define and implement clear operational structure and accountability
• Monitor and improve SLAs, KPIs and service quality
• Ensure proper resource allocation and workload planning
• Shift from reactive support to a predictive, performance-driven model
• Map, standardize and optimize operational workflows
• Eliminate inefficiencies and reduce manual effort
• Implement scalable processes aligned with a SaaS environment
• Build a strong KPI and reporting culture
• Identify opportunities for automation across support and onboarding
• Promote AI-driven tools (intelligent ticketing, knowledge automation, predictive insights)
• Define clear metrics to measure impact
• Support teams in evolving their roles alongside technology
• Lead experienced team leaders and drive cultural evolution
• Communicate change clearly and constructively
• Build engagement around results, ownership and continuous improvement
• Act as a key bridge between Operations, Product/Engineering, Sales and HR
• This is a transformation role, focused on results, structure and long-term scalability.

Connaissances

Leadership

Operations management

Process optimization

SaaS operations

KPIs & performance management

ITIL awareness

Description du poste

As a Head Of Operations, you will lead a team of approx. 40–50 people, covering:

• Application Support (ITIL-based Service Desk)

• Customer Onboarding & Go-Live (SaaS implementation)

• Operational governance & internal processes

Your impact will be tangible and strategic:

Operational Governance & Performance

• Define and implement clear operational structure and accountability

• Monitor and improve SLAs, KPIs and service quality

• Ensure proper resource allocation and workload planning

• Shift from reactive support to a predictive, performance-driven model

Process Optimization & Scalability

• Map, standardize and optimize operational workflows

• Eliminate inefficiencies and reduce manual effort

• Implement scalable processes aligned with a SaaS environment

• Build a strong KPI and reporting culture

Automation & AI Enablement

• Identify opportunities for automation across support and onboarding

• Promote AI-driven tools (intelligent ticketing, knowledge automation, predictive insights)

• Define clear metrics to measure impact

• Support teams in evolving their roles alongside technology

Leadership & Change Management

• Lead experienced team leaders and drive cultural evolution

• Communicate change clearly and constructively

• Build engagement around results, ownership and continuous improvement

• Act as a key bridge between Operations, Product/Engineering, Sales and HR

This is a transformation role, focused on results, structure and long-term scalability.