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As the IT Operations Director, you will manage daily operational functions, overseeing critical areas including a busy 24/7 Service Desk, Customer Success and Customer Experience teams. Your role will ensure efficiency, scalability, and alignment with my client's strategic goals. Reporting to the CEO, you will lead your team, working closely to enhance service delivery, foster continuous improvement, and support future growth.
Key Responsibilities:- Operational Strategy: Develop and implement policies and procedures that align with strategic objectives, focusing on optimising, automating, and self-service capabilities.
- Team Leadership: Inspire and mentor the operations team, fostering a culture of accountability and continuous improvement.
- Performance Management: Establish and monitor key performance indicators (KPIs) to maintain operational excellence.
- Resource Management: Oversee personnel and technology allocation to maximise efficiency.
- Risk Management: Identify operational risks, assess their impact, and implement effective mitigation strategies.
- Cross-Functional Collaboration: Work closely with other departments to ensure seamless integration of operations with overall business functions.
- Analytical Thinker: Strong problem-solving skills with the ability to analyse complex data and make informed decisions.
- Detail-Oriented: A meticulous approach to ensure accuracy and quality in all operational processes.
- Tech-Savvy: Proficient in using technology to streamline operations, particularly familiar with tools such as ServiceNow.
- Effective Communicator: Excellent communication skills for collaborating effectively with cross-functional teams.
- Adaptable Leader: Proven leadership in dynamic environments, with a talent for inspiring teams and thriving amidst change.
- Demonstrable experience in operational improvement, ideally with experience implementing continuous improvement plans based on frameworks such as ITIL.
- A bachelor’s degree in business administration, operations management, or a related field, as well as an MBA, is a plus.
- Certifications: ITIL v4, PMP, or Six Sigma certification is desirable.
- Bonus
- Healthcare
- Flexible working
