Operations Manager

JoH; Leeds; Hybrid; GBP 45,000 - 55,000; Full time

Benefits offered by this job

Hybrid working

Annual leave

Pension scheme

Private health insurance

In-house training

Career development

Charity events

Job summary

JoH in Leeds is seeking an Operations Manager to lead a team of IT support professionals and drive service improvements across the group. You will set clear expectations, coach staff, and work with suppliers while embracing a willingness to learn IT concepts.

The role offers hybrid working and a competitive £50k package depending on experience. You will build strong relationships, track service trends, and implement changes that increase reliability, resilience and customer satisfaction.

Qualifications

• Experience leading operations teams and improving service delivery.
• Ability to set clear expectations and measure performance.
• Comfort using data to drive decisions and improvements.
• Strong communication with colleagues, leaders and suppliers.

Responsibilities

• Lead and develop your team, coaching and conducting effective 1:1s.
• Simplify processes, improve handovers and reduce recurring problems.
• Turn insights and trends into actionable improvements.
• Take ownership during disruptions with clear communication.
• Build productive relationships with business stakeholders and suppliers.
• Maintain high standards with documented, continuous improvements.

Skills

Team leadership

Performance management

Process improvement

Data analysis

Stakeholder management

Job description

Great service takes strong leadership, clear processes and the determination to keep making things better. If you’re an Operations Manager who knows how to develop people, improve performance and see problems through to resolution, this could be your next move.

Our priority is finding an experienced operational leader with the curiosity to learn, the confidence to take ownership and the tenacity to turn improvement plans into lasting results.

The opportunity

You will be managing a team of 6 IT support professionals, bringing structure, direction and a customer focus, you’ll help those teams deliver a reliable, responsive service across the group.

Your expertise will be in getting the best from people and processes: setting clear expectations, understanding what the data tells you, removing obstacles and following through. You’ll work closely with technical specialists, business leaders and suppliers to make that happen, IT knowledge is not essential but the willingness to learn is.

Where you’ll make a difference

• Lead and develop your people. Coach team members, hold meaningful one-to-ones, tackle performance issues and build a culture of accountability and support.
• Make operations run better. Simplify processes, strengthen handovers, reduce recurring problems and identify opportunities to automate repetitive work.
• Turn insight into action. Use performance measures, customer feedback and service trends to identify what needs attention and track whether changes are working.
• Take ownership when it matters. Bring calm, coordination and clear communication when services are disrupted, keeping people focused until the issue is resolved.
• Build productive relationships. Understand what the business needs, manage expectations and hold suppliers to their commitments.
• Keep standards high. Ensure processes are documented, followed and continually improved, supporting a secure, resilient service in a regulated environment.

What you’ll bring

We’re particularly interested in your experience of leading operations, improving services and managing people, ideally within a regulated professional services environment.

You’ll bring:

• A track record of leading teams and helping people perform at their best.
• Examples of process improvements that delivered measurable results.
• Confidence managing targets, service standards and competing priorities.
• Tenacity: you ask questions, get to the root of problems and stay with them until the solution sticks.
• Sound judgement and a calm, practical approach under pressure.
• Clear communication and the ability to build trust with colleagues, leaders and suppliers.
• A customer focus and the willingness to challenge ways of working that could be better.

Success will mean stronger teams, smoother processes, fewer recurring issues and colleagues who feel well supported. You’ll be able to see the difference your leadership makes through improved service performance, customer satisfaction and operational resilience.

What's in it for you:

• Salary up to £50k depending on experience
• Hybrid working
• 25 days annual leave plus bank holidays
• Great culture
• Matched pension scheme
• Private health insurance
• Salary sacrifice scheme
• Smart-casual dress code
• In-house training and career development opportunities
• Regular charity and social events