The opportunity
This is a rare chance to join the leadership team of a long-established, profitable IT services business at a pivotal stage of growth. You’ll have real ownership of people, process, budget, and client outcomes with the full backing of a leadership team that believes in developing its people as much as its clients.
Our client delivers market-leading solutions in cybersecurity, IT outsourcing, and business continuity. Their reputation is built on exceptional service and high client retention. They now need a sharp, people-first Operations Manager to take the function to the next level.
What You’ll Own
- Oversee and optimise the service desk and project delivery to ensure world-class IT support.
- Identify service gaps, implement corrective actions, and drive continuous service improvement.
- Oversee the development and improvement of internal processes and systems.
- Manage the operational SLI (Service Leadership Index) Operational Maturity programme.
- Build and maintain strong client relationships, ensuring their IT needs are understood and met.
- Act as the escalation point for client complaints and issues, ensuring successful resolution.
- Ensure all projects are delivered to the highest degree of client satisfaction.
- Lead recruiting, training, and management of the Operations Team, including capacity planning.
- Own the operations budget, manage third-party costs, and track gross margins to ensure team profitability.
- Serve on the leadership team, contributing directly to overall company strategy.
- Lead the technical strategy and develop new products and services aligned with emerging market trends.
What You’ll Bring
- Proven experience leading and managing a small technical team.
- Minimum 3 years’ operating in a B2B professional services or consulting environment.
- Strong problem resolution and negotiation skills.
- Excellent planning, time management, decision-making, and organisational skills.
- Outstanding communication and interpersonal skills with a client-focused mentality.
- Results-oriented you build environments of accountability and consistent delivery.
- Experience evaluating technology and developing strategic technology roadmaps.
Location: Dublin
Salary: Competitive Package
Job Ref: 9565EK