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- Tasks: Lead client operations, ensuring exceptional support and seamless upgrades for customers.
- Company: Join a leading Financial Services Software business in London.
- Benefits: Competitive salary up to £150K plus bonus, hybrid work model.
- Why this job: Make a real impact on customer experience and drive operational excellence.
- Qualifications: Proven leadership in customer-centric operations within software or SaaS environments.
- Other info: Opportunity to develop high-performing teams and enhance service quality.
The predicted salary is between 72000 - 108000 £ per year.
A Director of Client Operations is required to join one of the UK's leading Financial Services Software businesses, in London. The Director of Client Operations will take ownership of the client journey, ensuring clients receive exceptional support, swift incident resolution, and a seamless upgrade experience. This role leads a highly capable team of Service Delivery Managers and Support Analysts who are responsible for managing customer-reported issues, resolving software defects, and coordinating upgrades to safeguard platform stability and performance. A deep understanding of customer needs, coupled with strong engagement strategies, will be essential to delivering a consistently smooth experience across our products and services.
Experience and Knowledge
- A strong track record of leading customer-centric operational functions within enterprise software or SaaS environments.
- Deep expertise in major incident and service management, with a focus on restoring service quickly and protecting customer confidence.
- Extensive experience planning and executing software releases and platform upgrades, ensuring seamless transitions and minimal operational impact.
- Demonstrated success in transforming support operations, embedding scalable processes, and driving measurable improvements in service quality.
- Proven ability to lead and develop high-performing technical teams while working in close partnership with Engineering to strengthen system resilience.
- Advanced understanding of SLA governance, service performance reporting, and ITSM best practices, underpinned by strong analytical and organisational change capability.
- A product-focused mindset, with clear evidence of influencing customers to embrace core product functionality and best practice adoption over bespoke modification.
Responsibilities & Duties
- Lead enterprise-wide incident and problem management, ensuring rapid resolution, SLA performance, and minimal customer impact.
- Embed proactive monitoring, intelligent automation, and real-time performance insight to reduce incident frequency and severity.
- Leverage service analytics to drive continuous improvement in product quality and customer experience.
- Own root cause analysis and systemic remediation to prevent recurrence and strengthen platform resilience.
Director of Client Operations employer: Runtime Group Ltd
Contact Detail:
Runtime Group Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Director of Client Operations
✨Tip Number 1
Network like a pro! Reach out to your connections in the financial services and software sectors. Attend industry events or webinars, and don’t be shy about introducing yourself. We all know that sometimes it’s not just what you know, but who you know!
✨Tip Number 2
Prepare for those interviews by researching the company inside out. Understand their products, services, and client needs. We want you to show them that you’re not just another candidate; you’re the one who can elevate their client operations to the next level!
✨Tip Number 3
Practice your pitch! You need to convey your experience in leading customer-centric operations clearly and confidently. We suggest rehearsing with a friend or in front of a mirror until you can deliver it smoothly. Remember, confidence is key!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage directly with us. Let’s get you that Director of Client Operations role!
We think you need these skills to ace Director of Client Operations
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Director of Client Operations. Highlight your experience in customer-centric operations and any relevant achievements in software or SaaS environments. We want to see how you’ve led teams and improved service quality!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about client operations and how your skills align with our needs. Share specific examples of how you've transformed support operations or managed major incidents in the past.
Showcase Your Analytical Skills: Since this role involves a lot of data analysis and performance reporting, make sure to highlight your analytical capabilities. We love seeing how you've used data to drive improvements in service quality and customer experience in your previous roles.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at Runtime Group Ltd
✨Know Your Stuff
Make sure you have a solid grasp of the financial services software landscape. Brush up on key concepts like incident management, service delivery, and customer engagement strategies. Being able to speak confidently about your experience in these areas will show that you're the right fit for the role.
✨Showcase Your Leadership Skills
Prepare examples that highlight your ability to lead high-performing teams. Think about times when you've transformed support operations or improved service quality. Be ready to discuss how you’ve developed your team and collaborated with engineering to enhance system resilience.
✨Demonstrate Customer-Centric Thinking
Since this role is all about the client journey, come armed with stories that illustrate your understanding of customer needs. Talk about how you've ensured exceptional support and swift incident resolution in past roles. This will help convey your commitment to delivering a seamless experience.
✨Be Data-Driven
Familiarise yourself with service performance metrics and ITSM best practices. Be prepared to discuss how you've used analytics to drive improvements in product quality and customer experience. Showing that you can leverage data effectively will set you apart from other candidates.