At a Glance
- Tasks: Lead operational technology services and ensure high-performing tech support across Global.
- Company: Join a dynamic media company at the forefront of technology and innovation.
- Benefits: Competitive salary, career growth opportunities, and a vibrant work culture.
- Other info: Be part of a collaborative team driving continuous improvement and innovation.
- Why this job: Make a real impact by transforming operational technology and enhancing user experiences.
- Qualifications: Proven leadership in tech operations and strong service management skills required.
The predicted salary is between 45000 - 55000 £ per year.
Accepting applications until
11 December 2026
Job Description
- Operations Director, Technology
- Reporting of the Role
This role reports to the Director, Technology: Broadcast, Global Studios and Outdoor Digital
Overview of job
The Operations Director is responsible for leading the operational technology services that underpin Global's broadcast, studio, outdoor and corporate technology environments.
The role owns the day-to-day delivery, support, monitoring, reporting and continual improvement of technology services, ensuring they are reliable, responsive and aligned to business needs.
The Operations Director leads the teams responsible for Helpdesk, Monitoring & Response, Service Management, Outdoor Digital Service Management and White Glove support.
As a senior leader within Technology, the Operations Director is accountable for operational excellence, service performance, incident management, service governance and the user experience across the organisation.
The role acts as the operational bridge between technical teams and business, ensuring technology services remain resilient, scalable and fit for purpose.
The Operations Director will lead a cultural transformation across operational technology: moving teams towards a more proactive, joined-up and customer-focused way of working.
The role will foster shared ownership of service outcomes, open collaboration across functions, and the confident use of data and learning to prevent issues and continually improve the experience of colleagues and the business.
Key Responsibilities
- Operational Leadership
- Lead all operational technology services across Global.
- Ensure the delivery of reliable, resilient and high-performing technology services.
- Establish and maintain operational standards, procedures and governance.
- Drive a culture of accountability, service excellence and continuous improvement.
- Drive opportunities for the use of AI to improve operational performance and customer service
- Act as the senior operational escalation point for major incidents and service issues.
- Ensure operational readiness for major business initiatives, events and organisational change.
- Service Management
- Own the overall service management framework and operational processes.
- Ensure effective management of incidents, problems, service requests and operational risks.
- Drive continual service improvement through analysis of service performance and trends.
- Establish and distribute meaningful service reporting and operational metrics.
- Ensure service levels are understood, measured and continuously improved.
- Monitoring & Response
- Lead the Monitoring & Response function responsible for proactive monitoring and operational response.
- Drive improvements in observability, alerting and operational intelligence.
- Ensure rapid identification and resolution of service-impacting issues.
- Develop operational automation to reduce manual intervention and improve responsiveness.
- Build a data-driven operational culture focused on prevention rather than reaction.
- Helpdesk & End User Support
- Lead the Helpdesk function, ensuring a high-quality support experience for colleagues across Global.
- Drive improvements in first-contact resolution, customer satisfaction and service efficiency.
- Ensure support processes evolve to meet changing business and technology requirements.
- Champion user experience and service excellence across all support channels.
- White Glove Support
- Lead the White Glove service providing excellent support to executive and senior leadership stakeholders.
- Ensure executive technology issues are resolved rapidly and professionally.
- Develop proactive support and service assurance models for VIP users.
- Build trusted relationships with senior business leaders and their support teams.
- Outdoor Digital Service Management
- Lead operational oversight of Global's outdoor digital estate.
- Ensure effective management of operational partners and third-party suppliers.
- Drive service reporting, performance management and continual improvement.
- Ensure operational service quality supports commercial and business objectives.
- Leadership & Organisation
- Lead and develop a multi-disciplinary operational leadership team.
- Build succession plans and talent pipelines across operational functions.
- Lead the cultural change needed to build a unified, accountable and high-performing operations organisation—breaking down silos, encouraging collaboration and continuous learning, and making proactive service ownership and colleague experience central to how teams work.
- Ensure teams have the skills, tools and processes required to support future business growth.
- Stakeholder Management
- Build strong relationships across Technology and the wider business.
- Partner closely with Infrastructure, Commercial Technology and Data teams.
- Work in close partnership with the Cyber Security team to incorporate its security requirements into operational service delivery, coordinate the operational response to cyber incidents, and support timely implementation of agreed remediation actions.
- Provide clear communication during major incidents and business-critical events.
- Act as a trusted adviser on operational service performance and improvement opportunities.
- Key Areas of Accountability
- Service availability and reliability
- User support and experience
- Major incident management
- Operational risk management
- Service reporting and governance
- Monitoring and observability
- Operational automation
- Continual service improvement
- Executive support services
- Outdoor operational service delivery
- Knowledge, Skills and Experience
Essential
- Significant leadership experience in technology operations, service management or infrastructure environments.
- Experience leading large operational teams across multiple disciplines.
- Strong understanding of ITIL and modern service management practices.
- Experience operating within highly available, business-critical environments.
- Strong incident management and operational governance experience.
- Proven ability to improve service quality and operational performance.
- Excellent stakeholder management and communication skills.
- Experience managing third-party suppliers and service providers.
- Strong analytical and problem-solving capability.
- Experience leading organisational change and service transformation initiatives.
Desirable
- Experience within 24/7 media, broadcast, production or entertainment industries.
- Knowledge of observability platforms and operational analytics.
- Experience implementing operational automation and AI-enabled service management.
- Understanding of broadcast and media production environments.
- Experience supporting executive and VIP user communities.
- Leadership Behaviours
- Think Big
Shapes operational services that can scale with Global's future growth across broadcast, studios and outdoor digital.
Own It
Takes accountability for service quality, operational performance and business outcomes.
Keep It Simple
Reduces operational complexity and creates clear, efficient and scalable processes.
Better Together
Builds strong relationships across Technology and the wider business to deliver excellent service outcomes.
- Success Measures
- Service availability and reliability targets achieved
- Improved colleague satisfaction
- Reduction in recurring incidents and service disruption
- Faster incident detection and resolution
- Improved operational efficiency through automation
- Positive executive stakeholder feedback
- Strong service provider performance
- Demonstrable continual service improvement outcomes
- High-performing and engaged operational teams
- Summary
Location
Leicester Square - London
Type
Full time
Operations Director in London employer: Global
Global is an exceptional employer that champions inclusivity and creativity, making it a fantastic place for aspiring Junior Shooters & Video Editors. Located in the vibrant Leicester Square, employees benefit from a dynamic work culture that encourages collaboration and innovation, with ample opportunities for professional growth within a highly skilled team. With the chance to create impactful content seen by millions, Global not only values your contributions but also supports your development in a fast-paced, exciting environment.
StudySmarter Expert Advice🤫
We think this is how you could land Operations Director in London
✨Tip Number 1: Get Involved in Consulting Case Competitions
Look for case competitions hosted by universities and consulting firms. They’re a fab way to showcase your problem-solving skills and meet industry players. Plus, winning one can seriously boost your CV, which we know is key when applying for roles like Operations Director at Global!
✨Tip Number 2: Leverage Alumni Networks
Tap into your university’s alumni network; many consultants love to help out new talent. Reach out to alumni who are working in management consulting, they might have insider knowledge about openings at firms like Global or be willing to refer you for that Operations Director position!
✨Tip Number 3: Attend Industry Events and Conferences
Keep an eye on management consulting events, workshops, or panels. These are prime opportunities to network with top professionals and get your name out there. You might even bump into someone from Global who’s on the lookout for their next Operations Director star!
✨Tip Number 4: Polish Your Consulting Skills Online
Engage with online platforms that offer consulting simulations or courses. Prove your chops by completing relevant projects — this not only beefs up your experience but also gives you concrete examples to chat about during interviews for that full-time Operations Director role at Global!
We think you need these skills to ace Operations Director in London
Some tips for your application 🫡
Show Your Problem-Solving Skills:In management consulting, it's all about problem-solving—so make sure your CV highlights your analytical and critical thinking skills. Include examples from your studies or previous roles where you tackled complex issues or came up with innovative solutions. Quantify your achievements whenever possible to demonstrate your impact!
Tailor Your Cover Letter:Your cover letter is your chance to explain why you're a perfect fit for the consulting world. Focus on your motivation for joining the industry and how your skills align with the requirements of the role at Global. Remember to mention any relevant coursework or projects that showcase your understanding of strategic frameworks or business models!
Highlight Team Experience:Consultants often work in teams, so it's vital to showcase your collaborative skills. Include experiences where you've worked effectively with others, whether in academic group projects or internships. Discuss your role in the team and how you helped achieve common goals, demonstrating you can thrive in a consultancy environment.
Professionalise Your Online Presence:Make sure your LinkedIn and any other professional profiles are up to date, reflecting your career aspirations in management consulting. Connect with industry professionals and follow relevant groups—show you’re serious about entering this field. Applying through our website is a great way to get noticed, so showcase your personality and enthusiasm there!
How to prepare for a job interview at Global
✨Master the Case Study Game
In management consulting, case study interviews are all the rage. Make sure to practice structuring your thoughts and analysing data on the fly. Use resources like example case studies to get comfortable with frameworks and solutions. Remember, it’s not just about getting the right answer but showcasing your thought process, so talk us through your reasoning!
✨Know Your Numbers
Be prepared for some numerical and analytical questions. Brush up on your mental math and be ready to interpret data from charts or graphs. We might throw some business scenarios at you that require a quick turnaround on numerical analysis, so practice these skills to feel confident and swift!
✨Show Your Leadership Flair
As this is a full-time role, we want to see your potential as a seasoned consultant. Be ready to discuss experiences where you've led a project or a team. Think about times you've influenced decisions or navigated challenges—this is your chance to show how you can thrive in a fast-paced, collaborative environment.
✨Be a Cultural Fit
We’re not just looking for brains; we want to see if you vibe with our company culture at Global. Prepare to share how your values align with ours. Have a think about what makes a great team environment for you and how you can contribute to that. A good cultural fit goes a long way in management consulting!
