Operations Director

Spector; Dublin; Híbrido; EUR 75.000 - 95.000; Jornada completa

Descripción de la vacante

Spector in Dublin 1 is seeking an experienced Operations Leader to own day-to-day operations across service delivery and project management. You’ll lead the team, oversee client delivery, and drive automation, reporting, and AI readiness initiatives.

You’ll transition project delivery from the MD, shape delivery processes, and build strong client relationships, with a focus on improving efficiency and scalability in a hybrid IT services environment.

Formación

• At least 3 years leading teams in a B2B services environment.
• Experience running service delivery or project delivery.
• Experience managing client relationships, including escalations.
• Experience leading change that improved how a team or business works.

Responsabilidades

• Lead, recruit, develop and mentor the operations team.
• Plan capacity across the service desk and project teams.
• Set and refine our delivery processes so service is consistent and scalable.
• Spot service gaps early and put corrective actions in place.
• Be the escalation point for client issues.
• Own project delivery from scoping and resourcing through to completion.
• Keep projects on time and to scope, and manage challenges as they arise.
• Build strong relationships with our clients' key contacts.
• Advise clients on practical next steps, including automation, reporting and AI readiness.
• Find where processes, workflows and automation can make our delivery less manual.
• Build the case, plan the work and manage the internal projects to deliver it.
• Sit on the leadership team and contribute to Spector's overall strategy and direction.

Conocimientos

Team leadership

Project delivery

Client relationship management

Automation/AI awareness

Change management

Educación

Bachelor's degree or equivalent

Herramientas

ConnectWise

ITIL

PRINCE2 or PMP

Microsoft 365

Descripción del empleo

Who We Are

Spector was established in 2002 to solve a straightforward problem: businesses deserved better IT support than what was on offer. More than 23 years later, that principle hasn't changed.

We help business leaders take control of their technology with clarity and confidence. We don't just react to problems. We build a roadmap that aligns IT with business goals, so our clients can focus on what they do best.

Our approach is simple: Simplify, Standardise, Secure. We put people first. Whether it's a team member with a simple question or a CEO dealing with a business-critical issue, we put ourselves in their shoes and own it until the right outcome is achieved. That mindset drives our high client retention and attracts the kind of clients we want to work with.

The Role

Our clients trust us, our engineers are good at what they do, and day-to-day service runs well. But a lot of our time goes on keeping the basics running, and improving how we work haven't had the focus it needs. We want this role to change that.

You'll own operations across Spector: the people, our service desk and our project delivery. Your first priority is getting to know the team, our clients and how we deliver, and taking ownership of it.

You'll take over project delivery from our Managing Director. That covers scoping, resourcing and running client projects through to completion, including our automation, reporting and AI readiness work.

Once you've got a handle on the operation, you'll lead how we make delivery less manual. You'll find where automation, scripting and AI can save time, build the case, and run the internal projects to get there. You don't need to build it yourself. You need to know what's possible and see it through.

What Success Looks Like

Within your first six months, you will:

• Have taken full ownership of the day-to-day operation, with a clear view of what's working well and where we can improve.
• Have taken over project delivery, with projects properly scoped, resourced and delivered.
• Have built strong relationships with our key client contacts and have a clear view of where service needs to improve.

Within your first year, you will:

• Be able to point to measurable improvements in service performance and client satisfaction.
• Have an efficiency roadmap agreed with the leadership team, with the first internal projects delivered.
• Be able to show less manual work and more engineer time freed up for project and client work.

How We'll Measure It

We'll agree specific targets together. Typical measures will include:

• Service performance, including response and resolution times against our commitments to clients.
• Projects delivered on time and to scope.
• Client satisfaction and retention.
• Team stability and development.
• Efficiency gains from process improvement and automation.

Is This You?

This is a leadership role first. You'll have run teams and delivery, ideally in service delivery or operations at an MSP, or in project delivery within IT services. We need someone who sets a high standard, gets the team behind it, and knows how to make a business run better.

This role is a strong fit if you:

• Lead with clarity and trust. Your team respects you because you set the standard and follow through.
• Are organised. Detail matters to you, and nothing falls through the cracks.
• Are confident with clients, including when things go wrong.
• Have run projects from scoping to delivery and know how to keep them on track.
• Are always looking for better ways of doing things, and understand what automation and AI can realistically do.

It's probably not the right fit if:

• You want to manage the status quo rather than change it.
• You're looking for a specialist AI or engineering role. This is an operations leadership role.
• Your experience is mainly in sales or business development, without hands‑on responsibility for delivery.

What You'll Do

People

• Lead, recruit, develop and mentor the operations team.
• Plan capacity across the service desk and project teams.

Service Delivery

• Set and refine our delivery processes so service is consistent and scalable.
• Spot service gaps early and put corrective actions in place.
• Be the escalation point for client issues.

Project Delivery

• Own project delivery from scoping and resourcing through to completion.
• Keep projects on time and to scope, and manage challenges as they arise.

Clients

• Build strong relationships with our clients' key contacts.
• Advise clients on practical next steps, including automation, reporting and AI readiness.

Efficiency & Improvement

• Find where processes, workflows and automation can make our delivery less manual.
• Build the case, plan the work and manage the internal projects to deliver it.

Leadership

• Sit on the leadership team and contribute to Spector's overall strategy and direction.

You'll work with ConnectWise as our core service management platform, alongside the wider tools that power our delivery.

Why Spector

We've always believed in a win/win approach for our staff and our clients. We invest in our people and we back them to do great work. The team here is experienced, supportive, and focused on the right things.

You'll have a big say in how Spector works and what we offer clients, and the backing of a leadership team that wants to see it happen.

We protect people and business technology so our clients can focus on growing their businesses without the fear of downtime or cyber threats. If that sounds like work worth doing, we'd like to hear from you.

What You'll Bring

Essential

• At least 3 years leading teams in a B2B services environment.
• Experience running service delivery or project delivery.
• Experience managing client relationships, including escalations.
• Experience leading change that improved how a team or business works.
• A Bachelor's degree or equivalent practical experience.

Preferred

• Experience in an MSP or IT services company.
• Familiarity with ConnectWise, ITIL or similar service management frameworks.
• A project management qualification, such as PRINCE2 or PMP.
• A good working knowledge of Microsoft 365.
• Experience running automation or AI projects in a business setting.
• A management post‑graduate qualification.

The Details

• Salary: €75,000 - €95,000 depending on experience, plus a performance bonus linked to company EBITDA
• Seat on the Spector leadership team
• Reports to the Managing Director
• Location: Dublin 1, hybrid working