Chief Operations Officer (COO) in York

Simpson Associates transforms raw data into actionable insights that drive positive change. Our Microsoft data expertise, our specialist sector knowledge, plus our innovative and trusted advice and guidance are just some of the reasons clients choose to work with us. Our mission is to help purpose-led organisations from within the public and private sectors to harness data as a lever for change and enable them to realise business value more quickly. We provide the full range of services to support organisations on their data transformation journey. From advisory support and data strategy, to developing Data & AI solutions, right through to providing a range of managed services.

We are a Microsoft Solutions Partner, holding Specialisations in AI Platform on Microsoft Azure, Build AI Apps on Microsoft Azure, Analytics on Microsoft Azure, Data Warehouse Migration to Microsoft Azure and Migrate Enterprise Applications to Microsoft Azure, as well as holding Solutions Partner designations in Data & AI (Azure); Digital & App Innovation (Azure); Infrastructure (Azure) and Security. We are proud to be recognised as the winner of the 2024 Microsoft Community Response Partner of the Year award, reflecting our dedication to using technology for positive change. We are also a Databricks partner, and an IBM Gold Partner, specialising in Cognos Analytics and Planning Analytics. With offices in York and Sheffield, and a team based throughout the UK – we champion creativity, innovation and collaboration in the workplace.

The Role

The Chief Operations Officer (COO) is a senior leadership role responsible for establishing and managing the processes, systems and people that enable successful delivery in programme and project management and managed service delivery. The COO holds overall accountability for the successful and profitable delivery of client services. This includes building on the strengths of the existing operating model to deliver sustainable and profitable growth in the function. Working with “Heads of”, across all service delivery areas, the COO will build and maintain a delivery culture that facilitates the attraction and retention of a strong, talented and knowledgeable team. The COO will also hold accountability for the evolution and effective use of resource forecasts to ensure that resource can be managed to meet demand.

Key Responsibilities

• This role holds full responsibility for delivering the post-sale client journey, including project and services delivery, revenue forecasting, WIP reporting, utilisation management and churn.
• Operating Model

• Lead the evolution of an operating model which ensures efficiency of delivery and high client satisfaction.
• Drive continuous improvement of the operating model as the business grows, including structural and organisation design across all delivery functions.
• Develop and improve the underlying operating model, drawing on a blend of resource and skills both onshore and offshore to meet KPIs and deliver in line with our three-year plan.
• Define and implement improved tooling and processes across the function.

• Define, track, measure and report against key KPI stats – including but not limited to core functional P&L, functional performance vs target, services utilisation and project margin enhancement.
• Establish data-driven operations providing actionable insights and trends and driving the continuous evolution of systems and processes to mature our ways of working.
• Be an executive sponsor on our larger accounts / opportunities as and when needed, including attending QBRs, reviews etc.
• Handle customer escalations when SLT involvement is required.
• Provide oversight on major client contracts and leverage personal experience to mentor delivery teams, engaging directly with high-value clients and partners as and when needed.
• Oversee effective resource forecasting practices, working with the People Team to support the timely selection and on/offboarding of permanent, contractor and offshore resource to meet delivery needs.

• Ensure working practices and escalation routes are in place to achieve successful delivery of client outcomes.
• Work with key stakeholders across the business, including all SLT areas, to create a collaborative delivery approach and cohesive customer experience.
• Lead the implementation of strong governance and delivery discipline.
• Drive best practice and knowledge-sharing within teams, working with the CTO and other technical SMEs to ensure we operate consistently across teams and are incorporating opportunities for innovation.
• Centralise the customer experience with agreed workflow, SLAs and RACI.

• Engage with key stakeholders to ensure service delivery aligns with the standards set by the CTO and theme leads.
• Drive collaboration so that lessons learned in customer delivery are communicated to relevant process owners and bring about effective change – e.g. pre-sales, sales, product development.
• Work with our CTO to ensure that we are incorporating good practice into our internal use cases as well as in customer offerings.

• Build and maintain the Simpson Associates culture within the delivery teams.
• Coach and develop the delivery leadership team.

• Build a reputation as a high-level evangelist for the business, demonstrating thought leadership and positioning.
• Ensure effective communication and liaison with the Board and senior leaders.

Skills and Attributes Required

To succeed in this role, you will need:

• Prior leadership experience in a technical delivery function, ideally in a similar specialism.
• Strategic problem-solving skills, with the ability to assess delivery processes and structures, and implement pragmatic, effective improvements.
• A strong leadership mindset, with proven experience of working with and through a leadership team to effect change.
• Experience of scaling a technical delivery function to become a mid-sized organisation (300+), building team structure, culture and working processes to support growth.
• Proven experience of managing a P&L to deliver profitability.
• The ability to drive effective collaboration and consensus between groups with opposing priorities, in order to achieve the best organisational outcome.
• Strong alignment with our organisational values: brave, empowering, collaborative and passionate.

Advantageous Qualifications and Skills

Valuable (but not compulsory) skills and experience include:

• Experience of integrating teams through incoming M&A processes.
• Experience of successful team leadership and growth in the context of private equity investment cycles.

Simpson Associates reserves the right to close the recruitment process at any time.