IT Services Operations Lead

Overview of the role

Phoenix enables digital transformation in the workplace, empowering UK organisations to innovate and transform with cloud and hybrid infrastructures, data, AI, security, and collaboration tools.

We are now seeking an Operations Lead who will play a pivotal role in managing the organisational processes and efficiencies of our IT Services consultancy by acting as a central bridge between the sales and consultancy teams, maximising the utilisation of consultancy days and proactively identifying skills gaps within the team.

What will you be doing?

• Operational Efficiency: Optimise processes to maximise the efficiency and productivity of our professional services. Focus on improving the utilisation rates of our consultancy staff and streamline operations to enhance service delivery.
• Strategic Planning: Work with senior management to develop strategic plans that align with company goals. Provide heads-up analysis on upcoming gaps and needs in the consultancy pipeline to aid with workforce planning.
• Sales Integration: Work with our sales teams to support in their knowledge of our services, work with sales managers to drive initiatives to maximise consultant calendars.
• Collaboration with Practice Leads: Work closely with technical Practice Leads to understand the intricacies of technical projects and client requirements. Provide support to ensure templated process are adhered to by all concerned
• Collaboration with Project Management: Work closely to ensure that systems, tools, knowledge is optimised to ensure project deliverables are met and align with customer expectations.
• Collaborate with Governance: Work closely to support in business audits such as ISO standards to ensure adherence to legal requirements and internal policies
• Reporting and Analytics: Regularly produce and present detailed reports on team performance, project status, and business metrics to senior management.
• Technology Oversight: Maintain a deep understanding of the current technologies offered by our company and the trends in upcoming technologies to keep relevant with our teams.
• Client Engagement: Occasionally engage with key clients, alongside our Customer Services Management team to ensure we are providing the quality service expected.

Why you should apply?

At Phoenix, our philosophy is simple – we aim to be the UK’s leading IT solution and managed service provider and that means we recognise that it’s our people who are the heart of everything we do.

We do this by providing the encouragement, support and skill development that you need to be the very best you can be at work. We are proud of our culture, so much so that we have developed our Culture Blueprint which you can read here.

What are we looking for?

The right person for this role will have experience in a similar role within an IT services setting. You will have a demonstrated ability to manage or oversee teams delivering technical solutions that align with client requirements.

Key Skills & Experience:

• A strong understanding of how consultancy teams within IT Services operate, gained through significant experience working in the sector.
• Strong understanding of IT technologies, trends, and service delivery models to remain relevant and guide teams effectively.
• Expertise in streamlining workflows, improving utilisation rates, and enhancing overall operational efficiency.
• Excellent proficiency in data analysis & reporting to be able to generate actional insights that support data-driven decision making.
• Skilled in identifying operational risks, aligning operational initiatives with company goals and anticipating resource and pipeline needs.
• Excellent ability to champion cross-functional collaboration with experience working with diverse teams such as sales, technical leads and project management.
• Excellent communication skills with the ability to present complex information clearly and persuasively to senior management and other stakeholders.
• A good commercial understanding to align with the services opportunities and associated costs.
• A good understanding of sales processes and the ability to align consultancy operations with sales objectives.
• Familiarity with legal, regulatory, and internal audit requirements, such as ISO standards, to ensure adherence.

Practical stuff

Where is the role based?

Our HQ in Pocklington (YO42).

How many interviews?

Following a screen with the Recruitment Team you can expect a two-stage interview process.

What are the benefits?

You can read about the benefits on offer here 😊

How do I apply?

Click the apply button today or email careers@phoenixs.co.uk

Have you made it this far?

If you’re still reading, we think there’s a strong chance you might be our kind of person.

Here’s the thing, though — research suggests that 60% of women and underrepresented people might have already talked themselves out of applying. Even if you don’t check every box above, we want to encourage you to introduce yourself.

We believe a diversity of perspectives and experiences makes a team stronger — and the stronger our team, the more successful we will be.