At a Glance
- Tasks: Lead service operations, inspire teams, and ensure exceptional customer experiences.
- Company: Join Phoebus Software, a top-rated tech company focused on innovation and client satisfaction.
- Benefits: Enjoy private healthcare, flexible working, generous holiday, and a contributory pension scheme.
- Other info: Hybrid role with a vibrant office in Solihull and a culture of support and well-being.
- Why this job: Make a real impact in a dynamic environment while growing your career.
- Qualifications: 5+ years in tech leadership, excellent communication skills, and a passion for improvement.
The predicted salary is between 43200 - 72000 € per year.
About Phoebus
Phoebus Software Ltd (PSL) is a market-leading provider of innovative, flexible solutions for financial services organisations. With decades of experience and a reputation for being relentlessly client-focused, we pride ourselves on delivering exceptional technology that powers real results.
Why Join Phoebus?
At Phoebus, people genuinely come first. We’re proud to be recognised as the 16th Best Technology Company to Work For in the UK and one of the Top 50 UK Midsized Companies—achievements driven by the high engagement and satisfaction of our colleagues. From our ambitious growth plans and modern tech stack to our culture of support, innovation, and well-being, PSL offers an environment where you can thrive, make an impact, and build a career you’re excited about.
Work-Life Balance & Hybrid Working
We know that great work happens when life is in balance. That’s why we offer a hybrid working model designed to give you both flexibility and connection. Our contemporary Solihull office sits right in the heart of the town, just steps away from Touchwood Shopping Centre’s shops, cafés, and restaurants—perfect for lunch breaks or post-work plans. We offer on-site parking and we’re only a short walk from the train station, making commuting easy and stress-free.
About the Role
Are you a forward-thinking service leader who thrives in fast-paced environments and loves delivering exceptional results? As our Head of Service Operations you will take our service ecosystem to the next level—ensuring our service delivery aligns to customer expectation, provides outstanding customer experience at every touchpoint and meets contractual obligations.
What you’ll be doing
- Team Leadership
- Motivating and inspiring teams to operate our service.
- Articulating the vision, objectives, and outcomes of operations.
- Developing teams by providing regular valuable feedback, coaching & mentoring.
- Fostering a culture of excellence and continuous improvement.
- Relationship Management
- Co-ordinate with key stakeholders.
- Create and execute a stakeholder management and communication plan, to provide visibility of service performance and incident management.
- Ensure service operations support positive net promoter scores.
- Project Financials
- Adhere to agreed revenue and cost positions as defined in customer contracts.
- Track operational actuals against forecasts and manage activity to ensure deliver against forecasts.
- Implement FinOps, to optimise costs to operate the service.
- Examine financial data and use it to improve profitability.
- Delivery
- Develop and implement operational policies, standards, and procedures for the business.
- Ensure all operations are conducted in an appropriate, cost-effective way.
- Lead the planning and execution of the operational strategy, to achieve the business goals.
- Develop strategic and operational objectives and implement tracking of progress towards achieving those objectives.
- Implement quality controls and proactively monitor production KPIs.
- Ensure operational activities remain on time and within a defined budget.
- Address operational issues and work to solve them in an effective and timely manner.
- Improve operational management systems, processes, and best practices.
- Governance
- Provide regular status reporting covering all operational services.
- Prepare client standard reporting of service delivery metrics.
- Anticipate, identify, and mitigate against the things that could impact service delivery.
- Deploy a range of effective risk mitigation and management strategies.
- Take ownership for resolving issues and escalations.
What We’re Looking For
- 5 plus years’ experience of a similar leadership role within technology operational delivery.
- A passion for continuous learning and improvement.
- Excellent communicator with strong written, verbal and presentation skills.
- Curious to ensure solutions are fit for purpose and meet client and contractual obligations.
- Provides clear, evidence-based constructive feedback.
- Simplify complex information to make sure colleagues and/or clients understand it.
- Experience of risk control management.
- Understanding software development lifecycles.
- Comfortable with multi-tasking and adapting to changing priorities.
- Ability to effectively manage budgets and delegate tasks.
- Working knowledge of delivery methodology, tools, and techniques.
- Ideally financial services, financial sector, and financial product experience.
Reporting lines and key stakeholders
You will report into the Chief Technology Officer and closely with:
- External
- Customer stakeholders
- 3rd party suppliers
- Industry bodies
- Internal
- ELT members
- Product Delivery teams
- Architecture teams
Phoebus Perks: Why work with us?
If you’re ready to be part of something special, we’d love to hear from you!
- Private Health care scheme including dental, optical, and mental health cover
- Wellbeing Choice - £350.00 per annum paid towards wellbeing activities of your choice
- Life assurance scheme at 4x salary
- 24/7 Employee Assistance Programme
- Flexible hybrid working
- Contributory Pension Scheme with Scottish Widows
- 33 days Holiday, including 8 bank holidays (5 of which are flexible bank holidays) & Holiday purchase scheme up to 5 days.
- Discretionary annual salary review & bonus
- Electric car salary sacrifice scheme
- Events & gifts to celebrate Long Service. Birthdays, Quarterly company-paid team meals and regular social events.
Our Phoebus Values
Dedicated, Open, No Nonsense, Excellence
Equality, Diversity and Inclusion
At Phoebus Software Ltd, we believe our success is driven by our people. We’re committed to building a diverse, inclusive workplace where everyone feels valued and has the opportunity to thrive. By attracting and supporting a wide range of talent, we strengthen our performance, innovation, and impact.
THIS ROLE IS HYBRID THERE IS A REQUIREMENT TO COME INTO THE SOLIHULL OFFICE (B913DL) MINIMUM ONCE A WEEK
Head of Service Operations employer: Phoebus Software
At Phoebus Software Ltd, we prioritise our people and foster a culture of support, innovation, and well-being, making us one of the top technology companies to work for in the UK. Our Solihull office offers a vibrant location with easy access to amenities, alongside a hybrid working model that promotes work-life balance. With comprehensive benefits, including private healthcare, generous holiday allowances, and opportunities for professional growth, we empower our employees to thrive and make a meaningful impact in their careers.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Service Operations
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or attend industry events. 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 the company and its culture. Understand their values and how they align with yours. This will help you show that you're not just a fit for the role, but for the team too!
✨Tip Number 3
Practice your pitch! Be ready to articulate your experience and how it relates to the Head of Service Operations role. Keep it concise and focus on how you can add value to their service delivery.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can go a long way in keeping you top of mind. Plus, it shows your enthusiasm for the position and the company.
We think you need these skills to ace Head of Service Operations
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Head of Service Operations role. Highlight your relevant experience in service delivery and leadership, and don’t forget to mention how you align with our values at Phoebus!
Showcase Your Achievements:When detailing your past roles, focus on specific achievements that demonstrate your ability to lead teams and improve service operations. Use metrics where possible to show the impact of your work—numbers speak volumes!
Be Clear and Concise:Keep your application clear and to the point. Avoid jargon and ensure your writing is easy to understand. We want to see your personality shine through, so let your passion for service excellence come across!
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 you’re proactive and keen to join our team at Phoebus!
How to prepare for a job interview at Phoebus Software
✨Know the Company Inside Out
Before your interview, take some time to research Phoebus Software Ltd. Understand their products, values, and recent achievements. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Showcase Your Leadership Skills
As a Head of Service Operations, you'll need to demonstrate strong leadership capabilities. Prepare examples from your past experiences where you've successfully motivated teams, managed projects, or improved service delivery. Be ready to discuss how you can foster a culture of excellence at Phoebus.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle operational challenges. Think about specific situations where you've had to manage risks or improve processes, and be prepared to explain your thought process and outcomes.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready to ask. Inquire about the company's future plans, team dynamics, or how they measure success in service operations. This shows your engagement and helps you determine if Phoebus is the right fit for you.
