Head of Service Operations

Iterum Trading Limited; Greater London; On-site; GBP 120,000 - 180,000; Full time

Benefits offered by this job

Equity options

Hybrid working

Job summary

Iterum is seeking a Head of Service Operations in London to own the end-to-end delivery engine for a growing platform. You will lead a team of seven today and scale throughput, performance, and cost efficiency while maintaining top-tier client relationships and rigorous operational standards.

The role combines strategic oversight with hands-on problem solving, emphasizing automation, process design, and data-driven decision making in a hybrid London office environment with equity options.

Qualifications

• You have run high-volume operations where execution matters.
• Strong ops mindset with clear ownership and measurable performance.

Responsibilities

• Own day-to-day performance across key metrics like first-time fix rates and SLA adherence.
• Line manage the team and build scalable playbooks for expansion.
• Maintain senior operational relationships with institutional clients and provide performance reporting.
• Drive adoption of data and KPI frameworks across the team.
• Collaborate with product and data teams to scale the platform.

Skills

High-volume ops

Leadership

Data-driven decisions

Process improvement

Job description

Iterum is the Appliance Operating System for residential real estate. We're the first vertically integrated platform to unify appliance supply, repair, lifecycle management, and ESG reporting into a single, data-driven solution.

In one year, we now have over 100,000 appliances under management, with some of the largest operators and investors in Europe, whose accounts we are expanding in alignment with our operational capacity.

Iterum is building a compounding data moat and is becoming the operating system for B2B appliances globally. We've proven the model, now we're scaling it to Series A and beyond.

The Role

As Head of Service Operations, you'll own the end-to-end delivery engine that makes our platform credible: a team of 7 today, growing rapidly over the next 1–2 years.

You'll be accountable for: running operations at the standards our clients expect, building the processes that let us scale without proportional cost growth, and driving strategic projects that unlock our next phases of growth.

This is a build-and-run role. Someone who can zoom out to strategy and zoom in to a broken process on the same day.

You will be given the scope, support and opportunity to build out the best appliance service operation in the world.

About You

You've run high-volume operations where execution genuinely matters: field service, logistics, marketplace, infrastructure, or similar. Sector matters less than mindset.

You know what strong ops feels like: clear ownership, measurable performance, rapid feedback loops, and systems that reduce coordination overhead rather than create it.

You're analytical and commercially aware. You use data to make decisions.

You're comfortable with software and tooling, you think structurally and look for leverage through automation and workflow design.

What Role Involves

Field Operations

• Own day-to-day performance across first-time fix rates, resolution times, SLA adherence, and engineer productivity
• Line manage the team and build the management structures and playbooks that underpin geographic and volume expansion
• Senior operational relationships with institutional clients: reviews, escalations, and performance reporting

Scaling Processes & Systems

• Identify and close operational gaps as we grow
• Work with product and data to ensure the platform evolves to support operational scale
• Build capacity models and workforce strategies that anticipate demand rather than react to it
• Drive adoption of operational data and KPI frameworks across the team

What We Offer

• Hybrid working in our London We Work on The Strand - we’re in the office 4 days per week.
• Equity options

Interview Process

We're moving quickly on this hire. Expect to hear back within a week of applying. The process is a short intro call, a task, and a final conversation with the leadership team.

End-to-end appliance lifecycle solutions for scaled rental portfolios