14121 - MSP Senior Operations Manager, EMEA (remote) in England

Key Responsibilities

• Ensure overall service delivery excellence and operational efficiency across a large and complex global account spanning several countries.
• Serve as single point of contact for the client, accountable for delivering a "One Kelly" solution and improving employee and client engagement.
• Drive account efficiencies, oversee opportunity identification within the client portfolio, and manage the P&L.
• Lead and manage a team that may be onsite or remote, depending on client needs.
• Collaborate with internal teams (supplier compliance, reporting & analytics, legal, etc.) to provide best solutions.
• Monitor compliance to customer-specific and contract requirements, identify process improvement opportunities, and implement new procedures.
• Identify growth opportunities and initiate conversations with clients on additional Kelly products.
• Ensure business practices meet and exceed service delivery expectations.
• Drive results and best-in-class program solutions to customers and end users.
• Manage P&L for assigned country, ensuring GP and ROI meet/exceed budget.
• Perform forecast exercises, monitor financial status, and manage cost control.
• Supervise monthly cost savings reporting for the customer.
• Sponsor continuous improvement efforts focused on productivity.
• Monitor performance trends, adjust to improve efficiency and service level agreements.
• Work cross-functionally to enhance client service and reduce operational risk.
• Improve invoicing and technology processes, partner with shared systems.
• Automate/remove administrative tasks to focus on value-added activities.

Client Engagement

• Build strategic relationships through regular communication.
• Act as main point of contact for client issue escalation and resolution.
• Analyze performance data and proactively identify service improvement opportunities.
• Lead business reviews with key stakeholders.
• Recommend efficient delivery approaches as client needs change.
• Build strong relationships with supplier-side account contacts.
• Negotiate between supplier and client during escalations.
• Drive supply base management strategy and program adoption.

Talent Management

• Recruit, orient and train new employees.
• Communicate SLAs to the team and adhere to goals and objectives.
• Build cohesive team and lead employee engagement through 1:1 and team meetings.
• Drive high-performing culture by holding employees accountable to goals.
• Provide coaching and environment for employee growth.
• Close skill gaps and implement succession plans and key talent development.

Skills and Experience Required

• 5+ years of experience in an Operations Manager role covering multiple countries.
• 5+ years working within the Managed Service Provider (MSP) industry as an Operations Manager.
• Strong written and verbal communication and interpersonal skills.
• Ability to work in a fast-paced environment, multi-task, prioritise, and detail oriented.
• Experience analyzing and trending large data sets.
• Professional-level proficiency in English.

This position is available on a fixed-term contract of up to 12 months. Kelly is an equal opportunity employer committed to building a diverse, equitable, and inclusive workforce, encompassing factors such as race, gender, individuals with disabilities, protected veterans, sexual orientation, and gender identity.