COO, Customer Operations & Service Excellence

MHR International UK Limited; United Kingdom; Remote; GBP 150,000 - 190,000; Full time

Benefits offered by this job

Training courses

GP access

Holiday buy/sell

Family leave

MHRewards discounts

Referral bonus

Job summary

MHR is seeking a Chief Operating Officer to lead end-to-end customer operations and service delivery. You will unite Professional Services, Managed Services, Service Desk, and Service Design into one operating model, driving consistent, high-quality outcomes and scalable growth across the business.

You will shape strategy, strengthen operational discipline, and balance customer value with commercial performance while maintaining a strong customer-first culture across the organisation.

Qualifications

• Significant senior leadership experience across customer operations or comparable environment.
• Proven ability to lead across professional services, managed services and service design.
• Experience operating in a SaaS or technology-enabled services business.
• Strong strategic, commercial and financial awareness.

Responsibilities

• Own the performance and continuous improvement of the customer-facing operating model.
• Lead delivery across Professional Services, Managed Services, Service Desk and Service Management.
• Drive service quality, customer outcomes, and operational efficiency.
• Build an integrated operating model with cross-functional collaboration.

Skills

Senior leadership experience

Customer operations

SaaS experience

Strategic thinking

Financial acumen

People leadership

Job description

MHR is seeking a Chief Operating Officer to lead end-to-end customer operations and service delivery. You will unite Professional Services, Managed Services, Service Desk, and Service Design into one operating model, driving consistent, high-quality outcomes and scalable growth across the business.

You will shape strategy, strengthen operational discipline, and balance customer value with commercial performance while maintaining a strong customer-first culture across the organisation.