Head of Operations

**Head of Global Operations**
**Location**: Reading, UK
**Reporting to**: Chief Operating Officer

**Global Operational Scope | Complex Service Environments | Hands-On Leadership**

**Are you an experienced operations leader who thrives in complex, high-availability environments?**
We’re looking for a dynamic **Head of Global Operations** to lead and optimise our Global Operations Group—spanning airport-based technicians, field and campus engineers, and an integrated Spares, Repairs & Logistics function. This is a hands-on leadership role that requires deep, practical knowledge of operational service delivery in technically demanding environments.

**What You’ll Do**
- **Lead Global Operational Delivery** across airport sites, field teams, and engineering hubs—ensuring high performance and service continuity across all regions.
- **Ensure Service Excellence** by meeting or exceeding SLAs, driving customer satisfaction, and maintaining operational discipline and efficiency.
- **Own and Manage Cost of Service**, resource planning, and logistics—delivering value while optimising margin and ensuring service quality.
- **Standardise and Innovate** service delivery, processes, and tooling—bringing best practice to life across geographically diverse teams.
- **Partner Closely Across the Business**—from collaborating with the Sales Team on bid support to working with peers and regional managers on operational performance.

**What You Bring**
- **Proven Operational Leadership** with 10+ years in field service management within Telecoms, IT, or a Service Provider setting.
- **Understanding of Airport Environments**, including passenger and baggage processing systems. (Desirable)
- **Scale and Complexity**—you’ve led large, multi-time-zone teams of 300+ people and managed cross-functional operations with real depth.
- **Financial Acumen**—experienced in both CapEx and OpEx management and cost optimisation.
- **Change-Oriented and Detail-Driven**, with a focus on continuous improvement, resilience, and customer outcomes.
- **Strong Communication Skills**, stakeholder engagement, and the ability to deliver at both tactical and strategic levels.

**Why Join Us?** This is a **critical operational leadership role** where you’ll make a real impact—optimising performance, improving service delivery, and helping shape the future growth of our global services. You won’t be sitting back or delegating from a distance; this is a role for someone who understands what _great service delivery_ looks like—and knows how to build it from the ground up.

**Ready to bring your operational expertise to a global stage?**

**Who are we**:
ESP Global Services has been providing customized 24/7 Global IT support solutions since 1992, expertly managed by a dedicated service delivery team, we offer day-to-day support via teams of on-site engineers or responsive visiting engineers, and multi-lingual service desk coordination that’s manages thousands of tickets a day for more than 200 customers.

Our ability to deliver customer-centric, targeted, and tailored IT support solutions is a natural fit for the complex needs of the fast-paced and evolving industries.

We are global community of exceptional people passionately working together with one shared vision. We uphold the highest standards of ethics, compliance, and security. We are fully ITIL-aligned and ISO-accredited.

Our vision aims to exceed expectation and delight customers every time and our values are integral to the way we work together.

Join a team that prioritizes excellence—our ISO 9001 certification reflects our commitment to quality and superior customer service.

ESP Global Services is an equal opportunity employer.