Head of Operations

Location: North (Nottingham, Birmingham, Manchester, Leeds)Reports to: Regional Managing DirectorJoin Our Team at Air ITAre you passionate about delivering cutting-edge IT solutions and driving operational success? Do you thrive in a fast-paced environment, working alongside a talented team to enhance service quality and efficiency? If so, we have the perfect opportunity for youAt Air IT, we are looking for a Head of Operations to take ownership of our operation support functions, ensuring seamless service delivery and top-tier customer satisfaction. You will work closely with our leadership team to optimise processes, enhance performance, and drive continuous improvement across Workshop, Service Delivery Management, Customer Experience Management, Network Operations Centre (NOC), and Offshore Operations.Key Responsibilities (Summary):Operational Oversight: Manage day-to-day operations of all operation support functions, ensuring efficiency and seamless service delivery.Process & Performance Improvement: Work with the CXO to implement processes, track KPIs, and enhance service quality.Resource & Financial Management: Optimise staffing, budgeting, and cost control while maintaining high service standards.Risk & Compliance: Identify and mitigate risks, ensuring business continuity and regulatory compliance.Customer & Stakeholder Engagement: Lead the Service Management, Customer Experience, and other teams to identify improvements in the operational delivery, processes and proactively improve customer experience in the region.Service Function Leadership: Oversee Workshop, NOC, Offshore Operations, and Service Delivery Management to align with business goals.Ownership and responsibility of Jeopardy team.People & Performance Management: Conduct performance appraisals, drive employee engagement, and foster a culture of accountability.What We are Looking For:Experience in an operational leadership role within a Managed IT Service Provider (MSP) or similar environment.Strong background in service operations, customer experience, and process optimization.Ability to manage multiple service functions, including NOC, offshore teams, workshops, and service delivery.Proven ability to drive efficiency while maintaining service quality.Excellent leadership, stakeholder management, and communication skills.Strategic mindset with strong analytical and problem-solving abilities.Qualifications, Knowledge and Experience:Skills:Strong leadership and team management abilities.Excellent problem-solving and decision-making skills.Proficiency in operational management software and tools.In-depth knowledge of IT managed services and solutions.Strong organisational and time management skills.What is on offer:Joining Air IT means unlocking a world of perks and opportunities, including:Hybrid working options for a better work-life balance25 days annual leave plus bank holidaysOngoing learning and development opportunitiesCycle to work scheme and technology vouchersEnhanced family leaveCelebration day - an additional day off each year to celebrate an occasion important to youSalary sacrifice pension2 paid volunteer days - We believe in the power of giving back to our communities and want to actively support employees efforts to make a positive impactCompany social events and competitionsDiscount and Cashback SchemeGroup Income ProtectionLife InsuranceEAP and Virtual GP ServiceJoin Us TodayAt Air IT, we're committed to fostering an inclusive and diverse workplace where everyone thrives. We believe in providing equal opportunities for all, so let us know if you need any reasonable adjustments during the recruitment process. #J-18808-Ljbffr