Head of Service Operations

Phoebus Software; Metropolitan Borough of Solihull; Hybrid; GBP 125,000 - 150,000; Full time

Job summary

A leading technology provider in the UK seeks a Head of Service Operations to enhance service delivery and customer experience. This hybrid role requires a strategic leader to oversee operations, manage teams, and ensure alignment with customer expectations. Ideal candidates have over 5 years of leadership experience in technology operational delivery. Enjoy competitive perks including private healthcare, wellness benefits, and hybrid working conditions.

Benefits

Private health care scheme

Wellbeing allowance

Life assurance

Employee Assistance Programme

Flexible hybrid working

Contributory Pension Scheme

33 days holiday

Discretionary annual review & bonus

Electric car salary sacrifice scheme

Events to celebrate long service

Qualifications

• 5+ years’ experience in a similar leadership role within technology operational delivery.
• Excellent written, verbal, and presentation skills.
• Ability to manage budgets and delegate tasks.

Responsibilities

• Oversee service delivery and align it with customer expectations.
• Motivate and inspire teams for operational excellence.
• Provide regular status reporting on operational services.

Skills

Leadership

Communication

Risk control management

Budget management

Adaptability

Tools

Delivery methodology

Job description

About Phoebus

Phoebus Software Ltd (PSL) is a market-leading provider of innovative, flexible solutions for financial services organisations. With decades of experience and a reputation for being relentlessly client-focused, we pride ourselves on delivering exceptional technology that powers real results.

Why Join Phoebus?

At Phoebus, people genuinely come first. We’re proud to be recognised as the 16th Best Technology Company to Work For in the UK and one of the Top 50 UK Midsized Companies—achievements driven by the high engagement and satisfaction of our colleagues.

From our ambitious growth plans and modern tech stack to our culture of support, innovation, and well‑being, PSL offers an environment where you can thrive, make an impact, and build a career you’re excited about.

Work-Life Balance & Hybrid Working

We know that great work happens when life is in balance. That’s why we offer a hybrid working model designed to give you both flexibility and connection.

Our contemporary Solihull office sits right in the heart of the town, just steps away from Touchwood Shopping Centre’s shops, cafés, and restaurants—perfect for lunch breaks or post‑work plans. We offer on‑site parking and we’re only a short walk from the train station, making commuting easy and stress‑free.

About the Role

Are you a forward‑thinking service leader who thrives in fast‑paced environments and loves delivering exceptional results? As our Head of Service Operations you will take our service ecosystem to the next level—ensuring our service delivery aligns to customer expectation, provides outstanding customer experience at every touchpoint and meets contractual obligations.

What you’ll be doing

As Head of Service Operations you will have overall responsibility for the service delivery, including:

• Team Leadership
  • Motivating and inspiring teams to operate our service.
  • Articulating the vision, objectives, and outcomes of operations.
  • Developing teams by providing regular valuable feedback, coaching & mentoring.
  • Team leadership and development, fostering a culture of excellence and continuous improvement.
• Relationship Management
  • Co‑ordinate with key stakeholders.
  • Create and execute a stakeholder management and communication plan, to provide visibility of service performance and incident management.
  • Ensure service operations support positive net promoter scores.
• Project Financials
  • Adhere to agreed revenue and cost positions as defined in customer contracts.
  • Track operational actuals against forecasts and manage activity to ensure deliver against forecasts.
  • Implement FinOps, to optimise costs to operate the service.
  • Examining financial data and use it to improve profitability.
• Delivery
  • Develop and implement operational policies, standards, and procedures for the business.
  • Ensure all operations are conducted in an appropriate, cost‑effective way.
  • Lead the planning and execution of the operational strategy, to achieve the business goals.
  • Develop strategic and operational objectives and implement tracking of progress towards achieving those objectives.
  • Implement quality controls and proactively monitor production KPIs.
  • Ensure operational activities remain on time and within a defined budget.
  • Address operational issues and working to solve them in an effective and timely manner.
  • Ensure that service operations interact effectively and efficiently within the business.
  • Improve operational management systems, processes, and best practices.
• Governance
  • Provide regular status reporting covering all operational services.
  • Prepare client standard reporting of service delivery metrics.
  • Anticipate, identify, and mitigate against the things that could impact service delivery.
  • Deploy a range of effective risk mitigation and management strategies.Take ownership for resolving issues and escalations.

What We’re Looking For

• 5 plus years’ experience of a similar leadership role within technology operational delivery.
• A passion for continuous learning and improvement.
• Excellent communicator with strong written, verbal and presentation skills.
• Curious to ensure solutions are fit for purpose and meet client and contractual obligations.
• Provides clear, evidence based constructive feedback.
• Simplify complex information to make sure colleagues and/or clients understand it.
• Experience of risk control management.
• Understanding software development lifecycles.
• Comfortable with multi-tasking and adapting to changing priorities.
• Ability to effectively manage budgets and delegate tasks.
• Working knowledge of delivery methodology, tools, and techniques.
• Ideally financial services, financial sector, and financial product experience.

Reporting lines and key stakeholders

You will report into the Chief Technology Officer and closely with:

• External
  • Customer stakeholders
  • 3rd party suppliers
  • Industry bodies
• Internal
  • ELT members
  • Product Delivery teams
  • Architecture teams

Phoebus Perks: Why work with us?

If you’re ready to be part of something special, we’d love to hear from you!

• 🏥 Private Health care scheme including dental, optical, and mental health cover
• 💪🏼 Wellbeing Choice - £350.00 per annum paid towards wellbeing activities of your choice
• 🙂 Life assurance scheme at 4x salary
• 💟 24/7 Employee Assistance Programme
• 💻 Flexible hybrid working
• 💰 Contributory Pension Scheme with Scottish Widows
• 🏝 33 days Holiday, including 8 bank holidays (5 of which are flexible bank holidays) & Holiday purchase scheme up to 5 days.
• 💰 Discretionary annual salary review & bonus
• 🚗 Electric car salary sacrifice scheme
• 🎂 Events & gifts to celebrate Long Service. Birthdays, Quarterly company‑paid team meals and regular social events.

Our Phoebus Values

Dedicated, Open, No Nonsense, Excellence

Equality, Diversity and Inclusion

At Phoebus Software Ltd, we believe our success is driven by our people. We’re committed to building a diverse, inclusive workplace where everyone feels valued and has the opportunity to thrive. By attracting and supporting a wide range of talent, we strengthen our performance, innovation, and impact.

THIS ROLE IS HYBRID THERE IS A REQUIREMENT TO COME INTO THE SOLIHULL OFFICE (B913DL) MINIMUM ONCE A WEEK