Director, Service Operations and Performance in Birmingham

Join OneAdvanced. We’re looking for a senior leader who can turn strategy into real, measurable impact, someone who thrives on bringing clarity, structure, and momentum to a complex Services organisation. As Director of Service Operations and Performance, you’ll sit at the heart of our Services function, working directly with the Chief Services Officer to ensure our strategy is not only defined, but consistently delivered across multiple service lines. You’ll lead cross-functional execution, align teams around shared goals, and create the operational rhythm that keeps the business performing at its best. This is a high-impact role where you’ll act as a trusted partner to the CSO, taking ownership of day-to-day operational leadership, driving strategic programmes forward, and ensuring the organisation runs as one coordinated system. You’ll also shape how we measure success, delivering clear, insight-led reporting to executive and board stakeholders. If you’re motivated by building alignment, driving performance, and making a visible impact at scale within a SaaS environment, this is an opportunity to play a pivotal role in how Services evolves. This is a hybrid role based out of our Birmingham HQ, with the expectation that the successful candidate will attend the office 1-2 times a week when required.

What You Will Do

• Translate strategy into clear, prioritised plans, delivery roadmaps, and measurable outcomes aligned to business goals.
• Partner with Finance to build and manage annual and multi-year plans, including KPIs, budgets, and headcount.
• Coordinate delivery across all service functions (Support, CX, Professional Services, etc.), ensuring alignment and consistency.
• Own cross-functional programme execution, including prioritisation, sequencing, and resource allocation.
• Act as the primary escalation point for delivery, performance, and resource challenges, resolving blockers with senior leadership.
• Establish and run the Services operating rhythm, including performance reviews, governance, dashboards, and QBRs.
• Track performance against KPIs, milestones, and financial targets, proactively adjusting plans to stay on track.
• Deliver clear, insight-driven reporting to executive and board stakeholders on performance, risks, and progress.
• Lead and develop a high-performing team, while shaping organisational structure and capability for future growth.
• Act as a trusted partner to the CSO, driving execution, providing insight, and representing Services across the business.
• Build strong relationships across Product, Sales, Finance, and Technology to align priorities and drive outcomes.

What You Will Have

• A strategic mindset, with the ability to translate vision into clear, actionable plans and outcomes.
• Strong planning and prioritisation skills, able to align multiple teams and initiatives across a complex organisation.
• A track record of delivering against commitments, driving accountability and execution discipline.
• Confidence managing senior stakeholders, balancing competing priorities with credibility and sound judgement.
• Solid financial and commercial acumen, with experience managing KPIs, budgets, and performance metrics.
• Expertise in operational excellence, improving processes, workflows, and ways of working at scale.
• Excellent communication and influencing skills, comfortable operating at executive and board level.
• Proven ability to build, lead, and develop high-performing teams and organisational capability.
• Experience in a SaaS or technology-enabled services environment, ideally within the UK market.
• Demonstrated success leading cross-functional delivery or transformation programmes at scale.
• Experience acting as an integrator across multiple service lines, rather than operating within a single silo.

The application window is open until 31/03/2026, but we may close it sooner so please apply at your earliest convenience.

What We Do For You

• 26 days’ holiday + bank holidays (and the option to buy more) plus 1 paid volunteering day every year.
• Exceptional family leave, 26 weeks fully paid maternity/adoption, 4 weeks fully paid paternity, 22 weeks fully paid shared parental leave, plus 5 days paid bereavement leave.
• Robust sick pay of up to 13 weeks full pay + 13 weeks half pay.
• 24/7 Employee Assistance Programme for confidential support.
• Private medical insurance for everyone, no medical-history exclusions.

Financial Benefits That Have Your Back

• Performance-based rewards tailored to your role, from company-wide bonuses to OTE and commission structures.
• Income protection: up to 75% salary for 5 years if you ever need it.

Grow your career with us

• SkillsHub learning platform with leadership pathways, future-manager training, and a huge online library.
• Access to external training and apprenticeships.

Making a Difference

• MatchIt! Fundraise for a cause close to your heart and OneAdvanced will match part of the funding.
• Pennies from Heaven donate the pennies from your pay check to help make a difference without lifting a finger.

Plus plenty other flexible benefits to suit your lifestyle on our RewardHub, including: ULEV car scheme with 1,000+ models, Dental insurance, Health Cash Plan, Critical Illness Cover, Partner Life Cover.

Who We Are

At OneAdvanced, we are at the forefront of delivering sector-focused technology solutions that simplify complexity, drive meaningful progress, and help build a fairer, more inclusive society. We’re much more than a software company. We deliver SaaS workflow applications and IT services that power organisations across Education, Government, Healthcare, Legal, Manufacturing, Housing, Retail, and more. OneAdvanced is one of the UK’s largest business software and services companies. Based in Birmingham (The Mailbox), operating across the UK, Ireland, India, and Australia. Our secure, scalable platform, including OneAdvanced AI, our private AI service for UK organisations, powers connectivity and innovation across critical sectors. Alongside our software are our IT services, including hosting, managed services, and application modernisation. We strive to create an inclusive workplace that drives innovation and collaboration, championing diverse perspectives and ideas. Our Environmental, Social and Governance (ESG) strategy is embedded in everything we do, guiding us to create meaningful impact for our people, our customers and the planet. Proud to be recognised in the Financial Times’ Best Employers 2026 list for the second-year running, an independent and data led ranking based on employee feedback. Join us and become part of a team that’s powering the world of work and making a real difference. Learn more at www.oneadvanced.com.