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- Tasks: Lead client operations, ensuring exceptional support and seamless upgrades for customers.
- Company: Join a top UK Financial Services Software company in a hybrid role.
- Benefits: Competitive salary up to £150K plus bonus, with flexible working options.
- Why this job: Make a real impact on customer experience and lead a talented team.
- Qualifications: Proven leadership in customer-centric operations within software or SaaS environments.
- Other info: Opportunity to drive continuous improvement 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 in London 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 in London
✨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. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Showcase your expertise! When you get the chance to chat with potential employers, highlight your experience in leading customer-centric operations and managing incidents. Use specific examples that demonstrate how you've transformed support operations and improved service quality.
✨Tip Number 3
Prepare for interviews by brushing up on your knowledge of SLA governance and ITSM best practices. Be ready to discuss how you’ve used analytics to drive improvements in customer experience. This will show that you’re not just a fit for the role, but that you’re passionate about delivering exceptional client support.
✨Tip Number 4
Don’t forget to apply through our website! We love seeing candidates who are genuinely interested in joining our team. Plus, it’s a great way to ensure your application gets the attention it deserves. Let’s make this happen together!
We think you need these skills to ace Director of Client Operations in London
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 that showcase your ability to lead teams and improve 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 background aligns with our needs. Be specific about your experience with incident management and software upgrades.
Showcase Your Leadership Skills: We want to see how you've led teams in the past. Include examples of how you've developed high-performing teams and transformed support operations. This will help us understand your approach to leadership and team dynamics.
Apply Through Our Website: Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Runtime Group Ltd
✨Know Your Client Journey
Make sure you understand the entire client journey and how it relates to the role. Be ready to discuss specific strategies you've implemented in the past to enhance customer support and incident resolution.
✨Showcase Your Leadership Skills
Prepare examples of how you've led high-performing teams in previous roles. Highlight your experience in transforming support operations and driving measurable improvements in service quality.
✨Demonstrate Your Analytical Mindset
Be prepared to talk about how you've used data and analytics to improve service performance. Discuss any tools or methodologies you've employed to monitor SLAs and drive continuous improvement.
✨Emphasise Your Product Focus
Illustrate your understanding of product functionality and best practices. Share instances where you've influenced customers to adopt core features rather than custom modifications, showcasing your product-focused mindset.