Operations Leader: Service Delivery & Projects

RGIT Australia; Wadhurst; Hybrid; GBP 90,000 - 120,000; Full time

Job summary

CenCom is seeking a Head of Operations to lead the day-to-day functions of its operations, service desk, and project delivery. This role oversees procurement, finance, and reporting, ensuring alignment with Owlis group standards.

Based in Wadhurst, the position is hybrid with at least three days per week in CenCom’s office, and probation may require full-time in the office. The candidate will drive process improvements, capacity planning, and KPI-driven performance across teams, balancing client

Qualifications

• Proven operations or service delivery leadership experience in IT/services.
• Experience building or restructuring tiered service desks (1st/2nd/3rd line).
• Strong resource planning, reporting and stakeholder management.

Responsibilities

• Lead daily operations of CenCom ensuring services and projects meet client commitments.
• Line manage service desk and project delivery managers and provide operational leadership.
• Oversee procurement, finance, and vendor relationships with a dotted reporting line to Owlis finance.
• Maintain a multi-line service desk model with clear escalation paths and ownership.
• Ensure tickets and projects progress within SLAs and predefined backlogs are managed.
• Provide accurate project workload and capacity reporting and drive continuous improvement.

Skills

Leadership

Operations management

Service delivery

People management

Stakeholder communication

Tools

Microsoft Dynamics 365

N-able

PSA/RMM tooling

Job description

CenCom is seeking a Head of Operations to lead the day-to-day functions of its operations, service desk, and project delivery. This role oversees procurement, finance, and reporting, ensuring alignment with Owlis group standards.

Based in Wadhurst, the position is hybrid with at least three days per week in CenCom’s office, and probation may require full-time in the office. The candidate will drive process improvements, capacity planning, and KPI-driven performance across teams, balancing client