Head of Service Operations

About PhoebusPhoebus Software Ltd (PSL) is a market‑leading provider of innovative, flexible solutions for financial services organisations. With decades of experience and a reputation for being relentlessly client‑focused, we pride ourselves on delivering exceptional technology that powers real results.Why Join Phoebus?At Phoebus, people genuinely come first. We’re proud to be recognised as the 16th Best Technology Company to Work For in the UK and one of the Top 50 UK Midsized Companies—achievements driven by the high engagement and satisfaction of our colleagues.From our ambitious growth plans and modern tech stack to our culture of support, innovation, and well‑being, PSL offers an environment where you can thrive, make an impact, and build a career you’re excited about.Work‑Life Balance & Hybrid WorkingWe offer a hybrid working model designed to give you both flexibility and connection.Our contemporary Solihull office sits in the heart of the town, just steps away from shops, cafés, and restaurants—perfect for lunch breaks or post‑work plans. We offer on‑site parking and a short walk from the train station, making commuting easy and stress‑free.About the RoleHead of Service OperationsAs our Head of Service Operations you will take our service ecosystem to the next level—ensuring our service delivery aligns to customer expectation, provides outstanding customer experience at every touchpoint and meets contractual obligations.What you’ll be doingTeam LeadershipMotivating and inspiring teams to operate our service.Articulating the vision, objectives, and outcomes of operations.Developing teams by providing regular valuable feedback, coaching & mentoring.Fostering a culture of excellence and continuous improvement.Relationship ManagementCo‑ordinate with key stakeholders.Create and execute a stakeholder management and communication plan to provide visibility of service performance and incident management.Ensure service operations support positive net promoter scores.Project FinancialsAdhere to agreed revenue and cost positions as defined in customer contracts.Track operational actuals against forecasts and manage activity to ensure deliver against forecasts.Implement FinOps to optimise costs to operate the service.Examining financial data and use it to improve profitability.DeliveryDevelop and implement operational policies, standards, and procedures for the business.Ensure all operations are conducted in an appropriate, cost‑effective way.Lead the planning and execution of the operational strategy to achieve the business goals.Develop strategic and operational objectives and implement tracking of progress towards achieving those objectives.Implement quality controls and proactively monitor production KPIs.Ensure operational activities remain on time and within a defined budget.Address operational issues and work to solve them in an effective and timely manner.Ensure that service operations interact effectively and efficiently within the business.Improve operational management systems, processes, and best practices.GovernanceProvide regular status reporting covering all operational services.Prepare client standard reporting of service delivery metrics.Anticipate, identify, and mitigate against the things that could impact service delivery.Deploy a range of effective risk mitigation and management strategies.Take ownership for resolving issues and escalations.What We’re Looking For5+ years’ experience of a similar leadership role within technology operational delivery.A passion for continuous learning and improvement.Excellent communicator with strong written, verbal and presentation skills.Curious to ensure solutions are fit for purpose and meet client and contractual obligations.Provides clear, evidence‑based constructive feedback.Simplify complex information to make sure colleagues and/or clients understand it.Experience of risk control management.Understanding software development lifecycles.Comfortable with multi‑tasking and adapting to changing priorities.Ability to effectively manage budgets and delegate tasks.Working knowledge of delivery methodology, tools, and techniques.Ideally financial services, financial sector, and financial product experience.Reporting lines and key stakeholdersYou will report into the Chief Technology Officer and closely with:ExternalCustomer stakeholders3rd party suppliersIndustry bodiesInternalELT membersProduct Delivery teamsArchitecture teamsPhoebus Perks: Why work with us? Private Health care scheme including dental, optical, and mental health coverPlease read the following job description thoroughly to ensure you are the right fit for this role before applying. Wellbeing Choice – £350.00 per annum paid towards wellbeing activities of your choice Life assurance scheme at 4x salary 24/7 Employee Assistance Programme Flexible hybrid working Contributory Pension Scheme with Scottish Widows 33 days Holiday, including 8 bank holidays (5 of which are flexible bank holidays) & Holiday purchase scheme up to 5 days. Discretionary annual salary review & bonus Electric car salary sacrifice scheme Events & gifts to celebrate Long Service. Birthdays, Quarterly company‑paid team meals and regular social events.Our Phoebus ValuesAt Phoebus we are driven by our purpose and values, building our team with the right people is fundamental to our business & culture. Our DONE values are made up of the following and we strive to live our values daily when working with colleagues and clients.Dedicated,Open,No Nonsense,ExcellenceEquality, Diversity and InclusionAt Phoebus Software Ltd, we believe our success is driven by our people. We’re committed to building a diverse, inclusive workplace where everyone feels valued and has the opportunity to thrive. By attracting and supporting a wide range of talent, we strengthen our performance, innovation, and impact. xpwpeyx Hybrid RequirementTHIS ROLE IS HYBRID AND THERE IS A REQUIREMENT TO COME INTO THE SOLIHULL OFFICE MINIMUM ONCE A WEEK.#J-18808-Ljbffr