Group Operations Director

The Group Operations Director leads the wider operations of Redsquid and is the executive accountable for how the group delivers, day in and day out. The role exists to make one promise real: that Redsquid becomes the most loved and trusted managed security service provider (MSSP). That ambition is won or lost in operations - in the reliability, responsiveness and care clients experience every time they deal with us. It is also where Redsquid's purpose comes to life - making a real difference for clients through the smart use of technology.

The Group Operations Director leads from the front on automation and AI, using technology not just to run a tighter operation but to give clients a demonstrably better experience and to free people to do work that matters. As a member of the group executive team, the role turns Redsquid's vision and strategy into a consistent, excellent operating reality across an integrating, multi business group - owning the operating model, the service standards and the operational performance that underpin sustainable, profitable growth.

• Service excellence & customer experience
  • Make service excellence the defining standard of how Redsquid operates - define what 'most loved and trusted' means in practice and hold the group to it.
  • Own the service framework: SLAs, response and resolution standards, and the customer experience measures (CSAT / NPS) that show whether we are earning that trust.
  • Build a culture where reliability is felt as care - consistent delivery that clients experience as a relationship, not a transaction.
  • Use the voice of the customer to drive continuous improvement across service operations.
• Automation, AI & technology led difference
  • Drive automation and AI relentlessly across operations and the service desk - raising service quality and consistency, speeding up resolution, and scaling service without scaling cost in step.
  • Make Redsquid's operations a living example of its purpose: using technology to make a real, measurable difference for clients and the people they serve.
  • Set and lead the operational automation and AI agenda, turning new capability into everyday practice and freeing people for higher value work.
• Operating model & operational leadership
  • Own and evolve the group operating model, bringing consistency to how each business delivers while respecting what makes them strong.
  • Lead service operations end to end - service desk, delivery, field and support functions - to dependable, scalable standards.
  • Give the executive team a clear, honest view of operational performance and risk.
• Operational integration
  • Lead the operational integration of acquired businesses, folding their delivery, teams and processes into one group operating model.
  • Sequence operational change with the commercial integration function and finance, so it lands without disrupting clients.
  • Be accountable for operational performance and efficiency - productivity, cost to serve and the operational contribution to group margin.
  • Build the rhythms, metrics and reporting that make operational performance visible and improvable.
• People & operational leadership team
  • Build and lead a unified operations leadership team across the group, including the Heads of function that report into operations.
  • Develop operational talent and bring acquired teams into one culture of service excellence.
• Executive contribution
  • As a member of the group executive team, contribute to group strategy, integration and growth.
  • Be a steady, trusted operational voice at exec level, bringing discipline and customer focus to group decisions.

The Person: Becoming the most loved and trusted MSSP is, above all, an operational promise. The right person combines real operational discipline with a genuine service ethos, an instinct for using technology to make a difference, and the drive to lead at executive level. You will bring:

• Operational discipline - you build reliable, repeatable operations and hold high standards consistently, at scale.
• A service heart - you are genuinely people and customer centred, and you build a culture of care that clients can feel.
• A technology mindset - you are energised by automation and AI and by using technology to make a real difference, not by running things the way they have always been done.
• Commercial leadership - you own a P&L confidently and lead with authority alongside ambitious, high performing colleagues.

In short: a disciplined, service driven operator with the commercial edge to lead at executive level and the conviction that great technology, well run, changes what clients experience.

First 12 months - success looks like:

• A single group operating model and service framework adopted across the integrated businesses.
• Service performance measured consistently (SLA, CSAT / NPS) and demonstrably improving toward 'most loved and trusted'.
• Acquisitions integrated operationally to plan, with no drop in client experience.
• Operational efficiency and cost to serve improved, with a clear operational contribution to margin.
• Automation and AI embedded across operations and the service desk, improving both client experience and cost to serve.
• A unified, high performing operations leadership team.
• An established, trusted operational voice on the executive team.