Job Overview The Operations Manager will lead and continuously improve service delivery operations in alignment with client contracts, strategic goals, and customer expectations. This role ensures operational excellence through data-driven decision-making, innovation, and strong stakeholder engagement, while fostering a high-performance culture across teams.

The post holder is responsible for the strategic and day-to-day delivery of services delivered to a business unit.  Leading a team to motivate and empower colleagues, to develop a culture of development and strong commitment to continuous improvement.

Main Duties

Ensure all service delivery meets the terms of client contracts, including SLAs and KPIs. Act as a key member of the leadership team, contributing to strategic planning and operational decision-making. Identify opportunities to improve service delivery through innovation, new working practices, and technology. Build and maintain strong relationships with internal and external stakeholders at all levels. Champion a customer-first mindset, ensuring a consistently outstanding customer experience. Maintain a strong understanding of client needs and ensure services are aligned with expectations and evolving requirements. Communicate with clarity and passion, embracing change and building momentum across teams. Establish systematic plans and priorities to ensure the achievement of strategic objectives. Collaborate cross-functionally to develop solutions that benefit all stakeholders and enhance operational outcomes. Demonstrate a strong drive for results, setting challenging goals and maintaining a focus on continuous business improvement. Enable managers to interpret data effectively and apply insights to drive targeted improvements and identify best practices. Utilise data to inform resource planning, workflow optimisation, and continuous improvement initiatives. Ensure all team members are trained, supported, and performance-managed to meet both business goals and personal development aspirations. Inspire and motivate teams by acting with integrity, leading by example, and fostering a culture of excellence and innovation. Encourage and embrace innovative ideas to achieve better results, creating a culture of creativity and ingenuity.   What we are looking for Proven experience in service delivery or operations management Experience managing client relationships and contracts Track record of leading cross-functional teams Experience using data to drive performance and improvement Experience implementing innovation or technology in service operations