Client Services Operations Head

3 weeks ago

London, Greater London, United Kingdom Made Tech Full time
Position Overview
  • Job Title: Senior Operations Leader, Client Services
  • Compensation: £60,000 - £80,000
  • Work Location: Flexible across various cities

About Us

At Made Tech, we are committed to leveraging technology to improve societal outcomes. Our focus on human-centered design in public service delivery ensures we create meaningful impacts for all stakeholders.

Role Summary

We are in search of a Senior Operations Leader to significantly influence our business performance within the Operations division. This role involves close collaboration with our Capability Practice leadership to align workforce skills with client needs, enhance resource utilization, manage operational systems, and drive the advancement of our client service operations and scheduling teams.

Main Responsibilities

The position encompasses three core areas: collaborating with Capability Practices for optimal resource utilization, leading the client services operations and scheduling teams, and ensuring the efficiency of our operational systems and processes.

Capability Partnership

Providing high-level operational support to Capability Practices to boost resource utilization and maintain an agile perspective on supply and demand.

Team Scheduling

Managing a team of Scheduling Managers to effectively match skilled personnel with business needs.

Operational Automation

Driving continuous enhancements in our Professional Services Automation platform and related operational workflows to ensure accurate data for informed decision-making.

Additional Responsibilities

  • Overseeing various aspects of client service operations, including the Customer Satisfaction (CSAT) program, to foster business growth and improve sales processes.
Required Skills and Qualifications
  • Extensive knowledge of professional services operations and experience in a senior operational or consulting role.
  • Proven ability to engage and influence senior stakeholders to shape strategic objectives and manage complex projects.
  • Strong problem-solving skills, stakeholder engagement, and a focus on delivering results.
  • Comfortable with both strategic planning and hands-on problem resolution, possessing robust analytical capabilities.
  • Skilled in data analysis and reporting, ideally with tools like Google Sheets and Salesforce.

If you possess the qualifications for this role, we invite you to consider this opportunity. Our talent team is available for any inquiries prior to your application submission.

Application Steps

  1. Initial virtual discussion with our Talent & Mobility team
  2. First Interview: With members of our Operations Team
  3. Final Interview: With members of our Leadership Team

Commitment to Support and Inclusivity

If you need this job description in an alternative format or require assistance during the application process, please reach out to us.

Our organization is dedicated to utilizing technology to enhance public services and foster a diverse workforce that reflects our society. We encourage applications from individuals belonging to underrepresented groups.

Employee Benefits

We provide a comprehensive benefits package, including 30 days of annual leave, flexible working arrangements, parental leave options, remote work opportunities, paid counseling services, and various social and wellbeing events.

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