Operations Director
SKILLS
FULL DESCRIPTION
Operations Director
[Employer hidden — view at passion-project.co.uk] is seeking an Operations Director to lead the operational engine of their managed services business. This high-impact role involves end-to-end accountability for operational performance, from project implementation to live managed services, with a focus on AI-enabled growth and continuous improvement.
What You'll Do
- Lead all operational functions through a single, integrated model — service delivery, project delivery, and technical support
- Own service quality, SLA performance, and customer satisfaction across all operational functions
- Drive step-change improvements in cost-to-serve, scalability, and efficiency through automation-first thinking and AI-led operating models
- Provide executive oversight of the PMO and project delivery, ensuring alignment with business strategy and customer priorities
- Own operational budgets, resource planning, utilisation, and margin performance
- Serve as the senior escalation point for complex operational and service-critical challenges
- Lead the continuous improvement agenda, embedding measurable, sustainable change across the business
- Champion the use of AI and automation to evolve how the team works, not just incrementally improve it
What You'll Need
- Senior leadership experience in a managed services or IT consultancy environment
- A track record of redesigning service or operating models in a meaningful way — driven by automation-first thinking, cost-to-serve focus, and standardisation at scale
- Deep understanding of technical project lifecycles and transition to managed services
- Experience managing operational budgets and driving commercial performance
- Strong stakeholder management skills with experience influencing at C-suite level
- Demonstrated ability to lead, motivate, and scale high-performing teams
- Financially literate with a focus on profitability, resource forecasting, and contract alignment
- A genuine understanding of how AI and process automation can transform operational performance — and the experience to back it up
What You'll Love
Generous Time Off: Enjoy 24 days of annual leave, increasing by 1 day each year up to 28 days, plus Bank Holidays.
Continuous Learning: Participate in regular lunch and learn sessions with both internal and external speakers.
Personal Development: Take advantage of 5 paid days annually to pursue new skills or knowledge.
Volunteer Opportunities: Contribute to your community with 2 paid volunteer days each year.
Team Spirit: Join a friendly team and engage in various social events organised throughout the year.