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- Tasks: Lead and innovate in service strategy and operational excellence at a high-growth tech company.
- Company: Join Kerv, a dynamic tech services business backed by top investors.
- Benefits: Competitive salary, career growth opportunities, and a collaborative work culture.
- Why this job: Make a real impact in digital transformation and customer experience.
- Qualifications: Experience in service operations and ITIL best practices required.
- Other info: Be part of a fast-paced environment with exciting challenges and team development.
The predicted salary is between 72000 - 108000 £ per year.
Kerv is a high-growth technology services and software business operating at the intersection of digital transformation, cloud, data, AI and customer experience. Backed by Bridgepoint, one of Europe’s leading private equity investors, Kerv has entered an exciting new phase of accelerated growth following recent investment.
This is a broad, hands-on leadership role responsible for defining and executing service strategy, operational delivery, and continuous improvement across Kerv Connect. The role acts as a bridge between strategic business objectives and day-to-day service delivery, while driving transformation initiatives that enhance operational maturity and capability. This position interfaces closely with the Kerv Group central functions (Transformation, GovOps, GroupService, HR, IT) and leads cross-functional collaboration with the CTO and Sales leadership on business development and service innovation.
Key Responsibilities- Define service offerings in collaboration with CTO and Sales leadership, ensuring alignment with market demand and delivery capabilities.
- Drive ISO20000 certification journey, establishing ITIL-based governance frameworks and service management processes to enhance operational maturity.
- Establish and monitor service SLAs, ensuring consistent delivery quality and customer satisfaction.
- Participate in monthly business reviews to report on practice achievements.
- Attend monthly risk meetings to assess service health, identify issues, and drive continuous improvement.
- Support the GovOps function through weekly governance meetings to maintain compliance and risk management standards.
- Develop and present business cases for strategic decisions, seeking senior team approval on major initiatives.
- Actively define scope and requirements for ServiceNow platform optimisation with the central development team, ensuring alignment with business unit needs.
- Oversee implementation of roadmap prioritising: contract management (in progress), contract P&L, project management, CMDB, and ticket management modules.
- Sign-off on final delivery of ServiceNow enhancements to ensure quality and compliance with business requirements.
- Work with Transformation and Group Service teams to align platform capabilities with evolving operational needs.
- Work with CTO to define and implement strategic platform initiatives, incl. Logicmonitor.
- Manage and develop a team covering service leadership, project management, consulting and engineering functions (currently 9 people).
- Conduct weekly 1-2-1s with direct reports to ensure alignment, identify issues, and provide coaching.
- Oversee client project delivery through Project Management team.
- Handle high-level customer escalations and resolution coordination.
- Support Sales team in scoping managed services by advising on delivery capabilities and scalability limits.
- Maintain weekly coordination with Sales leadership on pipeline and delivery readiness.
- Manage critical hardware and services supplier relationships (HWBF), ensuring SLA compliance at 90% and above.
- Lead supplier transitions and negotiations to improve service quality and cost-effectiveness.
- Establish clear performance metrics and remediation plans with suppliers.
- Collaborate with CTO on service strategy initiatives, including automation for tooling platforms and capability expansion.
- Support budget planning and P&L accountability working with Managing Director on resource allocation and investment decisions.
- Advise on technical service design and capacity constraints to inform business strategy.
- Strategic input defining and maintaining our practice culture, ensuring alignment with Kerv Group values and fostering a high-performance environment.
- Responsible for all technical staff recruitment across the Practice, ensuring talent acquisition aligns with operational and cultural objectives.
- Drive talent development, succession planning, and skills enhancement initiatives.
- Foster a collaborative and inclusive culture that supports innovation and continuous improvement.
- Previous Network MSP or ISP experience is essential.
- Proven experience in service operations and ITIL/IT service management best practices.
- Track record of leading transformation and systems implementation projects.
- Hands-on approach with a willingness to roll up sleeves and drive change forward, experience managing complex teams and driving continuous improvement.
- Strong stakeholder management across technical, sales, and transformation functions.
- Vendor and supplier management experience.
- Budget and P&L accountability.
- Ability to balance strategic initiatives with day-to-day operational delivery.
- Understanding of managed services delivery models and scaling challenges.
- Commercially minded, resilient and comfortable operating in a fast-paced, evolving environment.
Location: United Kingdom
Job Type: Full Time
Application Closing Date: 30th April 2026
Operations Director employer: Kerv
Contact Detail:
Kerv Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operations Director
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy about reaching out on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching Kerv and its recent projects. Understand their service offerings and how they align with market demand. This will help you speak confidently about how your experience can contribute to their growth and operational excellence.
✨Tip Number 3
Showcase your hands-on approach! During interviews, share specific examples of how you've driven change and improved operations in previous roles. Highlight your experience with ITIL practices and transformation initiatives to demonstrate your fit for the Operations Director role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of the Kerv team. Let’s get you that dream job!
We think you need these skills to ace Operations Director
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Operations Director role. Highlight your experience in service operations, ITIL best practices, and any transformation projects you've led. We want to see how your background aligns with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about Kerv and how you can contribute to our growth. Be sure to mention specific skills that match the job description, like stakeholder management or budget accountability.
Showcase Your Leadership Skills: As an Operations Director, you'll be managing teams and driving change. In your application, share examples of how you've successfully led teams, handled escalations, or improved service delivery. We love seeing real-life examples!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us you're serious about joining the Kerv team!
How to prepare for a job interview at Kerv
✨Know Your Stuff
Make sure you understand Kerv's business model and the role of Operations Director. Familiarise yourself with digital transformation, cloud services, and ITIL best practices. This will help you speak confidently about how your experience aligns with their needs.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully managed teams and driven transformation initiatives in the past. Highlight your hands-on approach and ability to balance strategic planning with day-to-day operations, as this is crucial for the role.
✨Be Ready for Scenario Questions
Expect questions that assess your problem-solving skills and stakeholder management. Think of specific situations where you've handled customer escalations or improved service delivery, and be ready to discuss the outcomes.
✨Align with Company Values
Kerv values a collaborative and inclusive culture. Be prepared to discuss how you've fostered such an environment in previous roles. Show them that you can contribute to their high-performance culture while driving continuous improvement.
