Global Senior Operations Manager

Fiecon; London; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

A leading company is seeking a Senior Operations Manager to drive transformation and support operational excellence. In this permanent, full-time role based in London, you will manage processes and knowledge systems critical for delivering value across diverse service lines. The ideal candidate will have a strong background in operations, be detail-oriented, and thrive in fast-paced environments.

Benefits

Flexible working

Hybrid work model with office in London

Qualifications

• 6+ years' experience in an operations or consulting environment.
• Skilled at translating ambiguity into structured processes.
• Comfortable with change and able to bring others on the journey.

Responsibilities

• Manage and improve project opening and closing processes.
• Maintain and enhance the internal knowledge management system.
• Coordinate and track annual, quarterly and monthly planning processes.

Skills

Process documentation

Knowledge systems

Operational best practices

Detail-oriented

Written communication

Education

Degree or certification in project management

Job description

Why joining us?

We’re entering a new chapter - integrating multiple legacy companies into one bold, unified organisation. It’s fast-paced, full of moving parts, and rich with opportunity. We’re not interested in business-as-usual; we’re building a business that works better for our people, our clients, and the system we support.

What does the role involve?

As Senior Operations Manager, you’ll be a key architect of this transformation. This isn’t just about keeping things running; it’s about stitching together systems, structures, and cultures into something new and future-ready. You’ll build tools and processes, improve our workflow, and create clarity from complexity. Respecting the technical, delivering the practical!

You’ll work across all service lines, including Patient Services, Launch Excellence, Market Access, Insights & Analytics, Medical Affairs, Marketing Excellence, and Contract Commercial Services - helping define how we deliver value, share knowledge, and scale with integrity.

The role is for you...

If you're energised by change, naturally curious, and have a healthy disregard for “how it’s always been done,” this is your moment. We believe in Rebel Thinking - challenging norms, welcoming diverse lived experiences, and drawing strength from multiple perspectives. This role is for someone who wants to shape what comes next.

What are the key ingredients needed for the role ?

Knowledge Management Leadership

• Maintain and enhance the internal knowledge management system
• Ensure content is captured consistently, easily accessible, and supports project delivery
• Build training and engagement programmes to drive usage
• Report on metrics and drive improvements to knowledge utilisation

Project Lifecycle Governance

• Manage and continually improve project opening and closing processes
• Ensure procedures are followed consistently across service lines
• Embed project hygiene expectations through SOPs and training
• Feedback Loop Ownership
• Oversee the end-to-end client feedback process

• Analyse feedback and partner with the VP Operations and service line leads to translate findings into actionable improvements

Content & Resource Development

• Own the generation and regular upkeep of project case studies and analogues
• Support storytelling and business development by capturing impact and lessons learned across key engagements

SOP Development & Documentation

• Write and maintain clear, scalable operational SOPs across the business
• Support implementation and ensure SOPs are embedded and regularly reviewed

Strategic Planning Coordination

• Coordinate and track annual, quarterly and monthly planning processes
• Manage strategic planning trackers and follow-up cadences
• Support metric tracking and flag delivery risks

Operations Manual Oversight

• Maintain and improve the Operations Manual as a single source of truth
• Ensure it reflects up-to-date systems, expectations, and tools
• Rebel thinker
• Passion for operations, structure, and continual improvement—advancing technical excellence while delivering the practical.
• Detail-oriented and systems-minded
• Experience in /or strong familiarity with change management
• Comfortable working across global service lines (including Patient Services, Launch Excellence, and Market Access)
• Remote stakeholder management and holding teams accountable
• Experience with ambiguity, autonomy, and driving execution
• Thrives in fast-paced, dynamic environments
• Based in the UK or EU with flexibility to occasionally work across time zones (including US on occasion)
• Reports directly to the VP, Operations

Who are you?

• Rebel thinker
• Passion for operations, structure, and continual improvement—advancing technical excellence while delivering the practical.
• Detail-oriented and systems-minded
• Experience in /or strong familiarity with change management
• Comfortable working across global service lines (including Patient Services, Launch Excellence, and Market Access)
• Remote stakeholder management and holding teams accountable
• Experience with ambiguity, autonomy, and driving execution
• Thrives in fast-paced, dynamic environments
• Based in the UK or EU with flexibility to occasionally work across time zones (including US on occasion)
• Reports directly to the VP, Operations

What qualifications are required?

Essential

• 6+ years’ experience in an operations or consulting environment, preferably in a high-growth or professional services firm
• Strong experience with process documentation, knowledge systems, and operational best practices
• Experience working cross-functionally across multiple business units or geographies
• Skilled at translating ambiguity into structured processes
• Detail-oriented with excellent written communication skills
• Comfortable with change and able to bring others on the journey through clear documentation and training
• Familiarity with working across global teams and supporting international service lines

Desirable

• Life sciences industry background/knowledge
• Change management experience or formal training is highly desirable (e.g.: experience in acquisition/integration, and or/ scaling businesses)
• A degree or certification in project management (e.g., PMI, PRINCE2, APM)

Logistics

• Must be eligible to work in the UK
• Flexible working
• Hybrid work model, with office in London.
• Permanent, full-time role