Head of Operations in Salford

Day to day responsibilities

• The “Quote-to Cash” Journey
• Lifecycle Architecture: Map, manage, and optimise the entire operational journey from the moment we engage a new prospect to when the funds are received.
• Sales-to-Service Handover: Eliminate the "throw it over the fence" culture. Ensure that what is sold is technically viable, properly scoped, and seamlessly transitioned into the Service or Projects team.
• Billing Automation & Integrity: Take ownership of the billing reconciliation process. Ensure that every license (Microsoft 365, SentinelOne, Acronis, etc.) and product purchased from distributors is accurately captured and billed to the client with zero revenue leakage.

Data Strategy & Business Intelligence

• Data Governance: Act as the owner of our "Single Source of Truth." Ensure data hygiene within our platforms (ConnectWise/Hubspot, IT Glue & M365) is immaculate.
• Business Intelligence (BI): Lead the execution of our data strategy using tools like Power BI, BrightGauge, or Cognition360. Move the business from reactive reporting to predictive analytics.
• Commercial Insights: Analyse operational data to provide the Board with actionable insights such as Product Margins, Effective Hourly Rates, and Resource Utilisation etc.

Operational Excellence

• Systems Integration: Ensure our ecosystem of tools (PSA, RMM, Quoting Tools, Accounting Software) integrates flawlessly. Reduce manual double-entry and administrative drag.
• Standardisation: Move the business away from "hero culture" by enforcing standard operating procedures (SOPs) and documentation.
• Process Engineering: Continually review and refine SOPs. If a process is repeated more than three times, your instinct should be to automate it.
• Working in collaboration with the CTO, support the development, maintenance and governance of security policies, practices, and protocols to protect company data and systems from potential breaches or cyber threats.
• Compliance: Support internal compliance initiatives, particularly regarding GDPR, Cyber Essentials Plus, and ISO 27001 maintenance.

People & Culture

• Team Development: Support and mentor your operational team, providing them with clear and achievable career development plans to provide mutual benefit to LIMA and the employee.
• Culture: Foster a high-performance culture that balances targets and objectives with employee wellbeing to minimise churn in a competitive UK tech market.

Ideal Candidate Profile

• Experience and Background
• MSP Operations Veteran: You have worked in a 50+ user MSP and understand the complexity of high-volume transactions and recurring revenue models.
• Process Architect: You have a track record of fixing broken processes. You can look at a "Sales to Support" handover and immediately spot where time and money are being lost.
• Scaling: Experience working in a business of similar size (50–100 staff) or helping a smaller business grow through that ceiling.
• Data-Literate: You may not be a data scientist, but you understand data structures. You know how to ask the right questions of a dataset to find out which clients are actually profitable.
• Commercial Mindset: You understand that an operational decision is a financial decision. You are comfortable discussing P&L, EBITDA, and Gross Margin and know the difference between busyness and profitability.

Key Skills

• Systems: Deep familiarity with major MSP platforms (ConnectWise Manage, Autotask, HaloPSA) and how they link to finance packages (Xero/Sage/QuickBooks).
• Leadership: The ability to influence teams that don't all report to you (e.g., getting Sales to fill in forms correctly or getting Finance to change a billing cycle).

Personal Attributes

• Data-Driven: You make decisions based on reports and dashboards, not gut feeling.
• The "Finisher": You are excellent at taking loose ideas from the Directors and turning them into executed, documented processes and outputs.