At a Glance
- Tasks: Lead the transformation of cloud operations into a world-class NOC + SRE organisation.
- Company: Global leader in video infrastructure with a focus on innovation.
- Benefits: Competitive salary, leadership role, and direct C-suite engagement.
- Other info: Opportunity for international travel and career growth in a dynamic industry.
- Why this job: Shape the future of cloud services and drive exceptional customer experiences.
- Qualifications: Proven experience in service operations and strong technical understanding of cloud environments.
The predicted salary is between 60000 - 80000 £ per year.
A global leader in video infrastructure is seeking a Director of Customer Service Operations to lead the transformation of its cloud operations into a world-class NOC + SRE organisation. Trusted by 200+ operators and content owners across 100+ countries, the business is moving from a traditional on-premise model to a modern cloud-native SaaS platform. This is a pivotal leadership role, reporting directly into the C-suite, with responsibility for shaping the future operating model and delivering exceptional customer reliability at global scale.
The Role
You will own the end-to-end customer production experience across the company’s cloud estate, leading a team of approximately 40 people across support, deployment, service reliability and technical operations. This is a hands-on transformation role — not a traditional support leadership position. You will combine deep technical credibility with senior customer leadership, driving a proactive, automation-first service culture built around reliability, scalability and customer success.
Key Responsibilities
- Lead the transformation from reactive support to an SRE-led cloud operations model.
- Own service reliability, availability and customer experience across global deployments.
- Act as the senior escalation point during major incidents and customer-impacting events.
- Introduce modern practices around observability, automation, incident management and continuous improvement.
- Build and develop a high-performing technical operations organisation.
- Partner with Engineering and Product teams to embed DevOps and reliability principles.
What You Bring
- Proven experience leading 24/7 service operations, NOC, SRE or cloud operations teams.
- Strong technical understanding of DevOps, SRE, SaaS and distributed cloud environments.
- Experience with AWS and/or GCP at scale.
- Track record managing major incidents and executive-level customer escalations.
- Experience leading technical teams of 20–50+ people through transformation.
- Background in video, streaming, media, telecoms or another mission-critical technology environment.
A rare opportunity to take ownership of a major operational transformation, with direct C-suite sponsorship and the mandate to build a world-class cloud services organisation.
Location: UK preferred; Europe considered
Travel: Occasional international travel
StudySmarter Expert Advice🤫
We think this is how you could land Head of Operations
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at RedHolt. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like RedHolt before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Operations
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to RedHolt:Your cover letter is your chance to shine! Tell us why you want to work at RedHolt specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at RedHolt!
How to prepare for a job interview at RedHolt
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
