Operations Director
3 days ago
London
Witney, Princes Risborough & UK-wide travel Salary - On application Our client provides hands-on IT managed services, and technical projects to schools across England. They support over 5,000 schools nationally and are proud to be an inclusive, collaborative and people‑centred organisation. They put schools first, delivering reliable, high‑quality services that help them get on with what matters most – teaching and learning. Their values guide everything they do: they care about their work, they think yes, they keep things clear, they commit to excellence, they deliver on their promises and they work as one team. They are now seeking an experienced Operations Director to lead the next phase of operational excellence across their organisation. The Role Reporting directly to the Managing Director, the Operations Director will provide strategic and operational leadership across their core service delivery functions: • Service Desk, • Regional Technical Teams, • Project Delivery This is a key role shaping how we scale, transform and continuously improve their services. You will lead the development of efficient, consistent and scalable operational processes to support growth, build capability and deliver an excellent customer experience for schools. Working as part of the senior leadership team, you will drive operational transformation, strengthen performance across all service areas and ensure their operational model supports their commercial and strategic objectives. Direct reports include the Head of Service Delivery, Head of Service Desk Operations and Head of Projects. Key Responsibilities Operational Leadership & Transformation • Lead all operational teams to deliver consistent, high‑quality services., • Drive operational change, process improvement and modernisation across the business., • Create aligned ways of working across field teams, service desk and projects., • Champion a culture of continuous improvement and operational excellence Service Delivery & Performance, • Ensure a reliable, professional managed service for all customers., • Set clear service performance metrics and reporting., • Drive consistency, standards and best practice across regional teams., • Strengthen documentation, processes and shared service methodologie Projects Delivery, • Oversee the successful delivery of technical projects, ensuring work is delivered on time and with minimal disruption., • Support project frameworks, resource planning and capability development., • Ensure project delivery supports growth and onboarding Strategic Leadership, • Contribute to the wider strategic direction their organisation., • Align operational infrastructure with commercial and growth plans., • Provide insight on resource planning, capacity, service development and long‑term operational needs. People Leadership, • Build strong leadership within operational teams., • Drive accountability, performance and workforce planning., • Identify and develop future leaders., • Work closely with People & Culture to support engagement and development Skills & Experience Essential • Extensive experience in a Managed Service Provider (MSP) environment., • Proven leadership of large-scale service delivery operations., • Strong background in operational transformation and change management., • Understanding of IT service management frameworks (e.g. ITIL)., • Experience overseeing technical support, service desk and project functions., • Ability to develop processes, frameworks and operational efficiencies., • Strong communication and stakeholder engagement skills., • Able to operate effectively in a fast‑paced, evolving environment. Desirable, • Experience working in the education or schools IT sector., • Knowledge of ITIL, Prince2 or similar frameworks. Personal Attributes, • Highly driven and results focused., • Confident leading organisational change., • Collaborative and team‑oriented., • Strong customer‑focused mindset., • Able to operate strategically while remaining hands‑on when needed. This is a full‑time role with flexible working. Regular presence will be required across their Witney and Princes Risborough offices, with travel across the UK to support regional teams and customer engagement. The package will be discussed at the interview stage and reflects the responsibility and scope of the role. Our client provides a comprehensive range of hands-on ICT and computing support, MIS support, GDPR services and software consultancy and training. Between these brands they provide services to over 5,000 schools across UK and employ over 470 staff members. They put schools and their needs first, taking care of all their technological needs so that they can get on with teaching and learning. Our client is a friendly and supportive place to work where people feel trusted and respected, and they are proud of the diversity and flexibility that they have and the breadth of skills and experience of their staff. Our client is committed to safeguarding and promoting the welfare of children and young people and expects all employees to share this commitment’ REF-227 300