Head of Operations

Air IT Limited; Nottingham, Birmingham, Manchester, Leeds; Hybrid; GBP 50,000 - 90,000; Full time

Job summary

Join a forward-thinking company as the Head of Operations, where you'll oversee critical operational support functions and drive excellence in service delivery. This role offers the opportunity to lead a talented team, optimize processes, and enhance customer satisfaction across various service functions. With a focus on continuous improvement, you'll be at the forefront of operational success, making a significant impact in a dynamic environment. If you're passionate about IT solutions and operational leadership, this is the perfect opportunity to elevate your career while enjoying a range of attractive perks and a supportive workplace culture.

Benefits

Hybrid working options

25 days annual leave plus bank holidays

Ongoing learning and development opportunities

Cycle to work scheme

Enhanced family leave

Celebration day

Salary sacrifice pension

2 paid volunteer days

Company social events

Life Insurance

Qualifications

• Experience in operational leadership within a Managed IT Service Provider.
• Strong background in service operations and customer experience.

Responsibilities

• Manage day-to-day operations ensuring efficiency and seamless service delivery.
• Lead teams to enhance service quality and customer experience.

Skills

Leadership

Problem-solving

Operational management

Customer experience

Process optimization

Analytical skills

Communication

Time management

Tools

Operational management software

Job description

Location: North (Nottingham, Birmingham, Manchester, Leeds)

Reports to: Regional Managing Director

Join Our Team at Air IT!

Are you passionate about delivering cutting-edge IT solutions and driving operational success? Do you thrive in a fast-paced environment, working alongside a talented team to enhance service quality and efficiency? If so, we have the perfect opportunity for you!

At Air IT, we are looking for a Head of Operations to take ownership of our operation support functions, ensuring seamless service delivery and top-tier customer satisfaction. You will work closely with our leadership team to optimise processes, enhance performance, and drive continuous improvement across Workshop, Service Delivery Management, Customer Experience Management, Network Operations Centre (NOC), and Offshore Operations.

Key Responsibilities (Summary):

• Operational Oversight: Manage day-to-day operations of all operation support functions, ensuring efficiency and seamless service delivery.
• Process & Performance Improvement: Work with the CXO to implement processes, track KPIs, and enhance service quality.
• Resource & Financial Management: Optimise staffing, budgeting, and cost control while maintaining high service standards.
• Risk & Compliance: Identify and mitigate risks, ensuring business continuity and regulatory compliance.
• Customer & Stakeholder Engagement: Lead the Service Management, Customer Experience, and other teams to identify improvements in the operational delivery, processes and proactively improve customer experience in the region.
• Service Function Leadership: Oversee Workshop, NOC, Offshore Operations, and Service Delivery Management to align with business goals.
• Ownership and responsibility of Jeopardy team.

People & Performance Management: Conduct performance appraisals, drive employee engagement, and foster a culture of accountability.

What We are Looking For:

• Experience in an operational leadership role within a Managed IT Service Provider (MSP) or similar environment.
• Strong background in service operations, customer experience, and process optimization.
• Ability to manage multiple service functions, including NOC, offshore teams, workshops, and service delivery.
• Proven ability to drive efficiency while maintaining service quality.
• Excellent leadership, stakeholder management, and communication skills.
• Strategic mindset with strong analytical and problem-solving abilities.

Qualifications, Knowledge and Experience:

Skills:

• Strong leadership and team management abilities.
• Excellent problem-solving and decision-making skills.
• Proficiency in operational management software and tools.
• In-depth knowledge of IT managed services and solutions.
• Strong organisational and time management skills.

What is on offer:

Joining Air IT means unlocking a world of perks and opportunities, including:

• Hybrid working options for a better work-life balance
• 25 days annual leave plus bank holidays
• Ongoing learning and development opportunities
• Cycle to work scheme and technology vouchers
• Enhanced family leave
• Celebration day - an additional day off each year to celebrate an occasion important to you
• Salary sacrifice pension
• 2 paid volunteer days - We believe in the power of giving back to our communities and want to actively support employees efforts to make a positive impact
• Company social events and competitions
• Discount and Cashback Scheme
• Group Income Protection
• Life Insurance
• EAP and Virtual GP Service

Join Us Today

At Air IT, we're committed to fostering an inclusive and diverse workplace where everyone thrives. We believe in providing equal opportunities for all, so let us know if you need any reasonable adjustments during the recruitment process.