Head of Service Operations

NQC; Hythe; Hybrid; GBP 50,000 - 90,000; Full time

Job summary

Join a forward-thinking company dedicated to sustainability and innovation in supply chain risk management. As the Head of Service Operations, you'll lead a dynamic team, ensuring exceptional service delivery to clients across various sectors. This role offers the chance to shape operational strategies, streamline processes, and enhance customer experiences while working in a collaborative hybrid environment. With a competitive salary and a range of benefits, including a private pension scheme and continuous learning opportunities, this is an exciting opportunity to make a meaningful impact in a growing organization.

Benefits

Competitive salary package

Hybrid working policy

Private pension scheme

25 days holiday + bank holidays

Health Cash Plan

Learning & Development through Udemy

24/7 Access to a Virtual GP

Life Assurance (4 x Salary after probation)

Regular company socials & events

YuLife wellness platform

Qualifications

• Proven leadership experience in IT or SaaS sectors.
• Strong experience with data and documentation tools like Excel.

Responsibilities

• Overseeing day-to-day responsibilities of the automotive branch functions.
• Coordinating aspects of service operations to ensure excellent customer experiences.

Skills

Leadership

People Management

Operational Service Management

Data Analysis

Interpersonal Skills

Public Speaking

Organizational Skills

Technical Communication

Education

Experience in IT or SaaS sectors

Experience in a Multinational Business

Tools

Jira

Excel

Google Sheets

Job description

NQC is a successful and growing software company specialising in supply chain risk management platforms. We’re in the ‘Tech for Good’ space, providing online web platforms which are in use by some of the largest organisations across a number of industries including the UK Government and the Automotive industry.

Based in central Manchester, NQC offers a supportive working atmosphere within a diverse team of people. We work on a hybrid model and regularly meet up outside of the office for team socials and company events. This is an opportunity to work on globally recognised technology solutions used by major brands throughout the world and become part of an exciting long term plan for sustainability, and a better future.

About Your New Role

As part of our growth journey, we are searching for a Head of Service Operations to take charge of the automotive teams here at NQC. The successful candidate will be a natural leader in operational service management, who can liaise with various functions of the business. Working cross-functionally with wider teams, such as our client delivery team, product management, and external clients, you will ensure that our clients and suppliers are receiving the best service possible.

Key Responsibilities

As a Head of Service Operations, you will be required to undertake the following responsibilities as part of your day to day activities:

• Overseeing the day-to-day responsibilities of the automotive branch functions (Supplier Assurance platform) such as Data Administration, Outbound Support, Inbound Support, and Compliance Analysis.
• Providing effective leadership and guidance over the existing branch leaders to drive effective productivity and streamline processes.
• Managing incidents with the platform and ensuring tickets are being responded to in a timely manner.
• Identifying opportunities to streamline existing processes by implementing new automation tools.
• Coordinating aspects of the service operations, ensuring support teams are providing excellent customer and client experiences.
• Collaborating with senior stakeholders and wider departments of the business.
• Meeting with our external clients either via call or (occasionally) in-person, delivering presentations on our service performance and sharing trends/analysis.
  
  

Requirements

To be successful in this role, you will ideally meet these requirements:

• Proven leadership experience, preferably within IT or SaaS sectors.
• Proven people-management skills, ideally within a multilingual, multinational business.
• Previous experience ideally within an operational service-management role.
• An ability to effectively coach and develop individuals professionally across a variety of levels, from mid-level to management.
• Strong experience with the coordination and tracking of multiple teams.
• Highly proficient with data and documentation tools, such as Sheets and Excel, with an ability to manipulate, analyse and communicate data effectively.
• Excellent organisational skills and experience with tracking software, such as Jira.
• Proactively approaches workflow and understands how to effectively prioritise and manage tasks.
• Excellent interpersonal and communication skills across a variety of teams, with an ability to understand and participate in technical discussions.
• Public speaking skills, particularly in client or customer-facing roles that include social sales and presenting to large groups.
• Multilingual abilities are desirable but not essential.
  
  

Key Competencies

• Is consistently motivated, committed and able to perform duties in all situations.
• Communicates and receives ideas, views and information to achieve understanding.
• Champions NQC’s values and consistently acts in a principled, open and conscientious manner, challenging unacceptable behaviour.
• Plans and prioritises activities and resources to maximise performance and minimise errors.
• Thinks creatively and embraces opportunities for change.
• Works collaboratively with cross-functional teams and acts as a team player while supporting colleagues.
  
  

Benefits

• Competitive salary package
• Hybrid working policy
• Private pension scheme
• 25 days holiday (Increasing with service) + bank holidays
• Health Cash Plan
• Learning & Development through Udemy
• 24/7 Access to a Virtual GP
• Life Assurance (4 x Salary after probation period)
• Regular company socials & events
• YuLife: Employment wellness and benefits platform