Location: South West Scotland
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Working pattern: Full-time and office-based
Package: Competitive salary aligned with experience
Talent Media is working exclusively with a successful, privately owned managed IT services provider to appoint an Operations Director.
This is a senior leadership opportunity for somebody who wants to do more than simply oversee day-to-day service delivery. You will help shape how the business operates, strengthen its leadership structure and introduce the processes and accountability needed to support its next stage of growth.
The business already has a loyal customer base, an experienced team and strong foundations. This is not a turnaround role. The opportunity is to understand what is working, identify where greater structure is needed, and help the company scale in a controlled, commercially sustainable way.
The Role
Reporting to the board and working as part of the senior leadership team, you will own the customer and operational lifecycle across the business.
Your remit includes product and service operations, customer onboarding, provisioning, technical support, service delivery, account management, customer experience, billing, and credit control.
You will not own new-business sales. Your commercial contribution will come through protecting customer relationships, improving retention, developing existing accounts, identifying opportunities to add value and ensuring new customers are handed over and supported effectively.
This is a visible, hands-on leadership appointment. You will work closely with operational teams, customers, suppliers, and the wider leadership team while creating greater clarity around ownership and performance.
Key Responsibilities
- Lead and develop the operational management team.
- Establish clear ownership across the complete customer lifecycle.
- Improve operational processes, controls and cross-functional working.
- Review the organisational structure and recommend changes that support future growth.
- Introduce meaningful KPIs, role profiles, skills matrices and performance frameworks.
- Improve operational management information, forecasting and resource planning.
- Develop a structured approach to customer engagement, retention and account management.
- Establish regular senior-level service reviews for key customers. xgikmsk
- Lead or oversee complex customer escalations.
- Use customer informatio...
Director Of Operations in Aberdeen employer: Talent Media Ltd
Join a leading global player in the aerospace electronics sector, where you will be part of a dynamic and skilled team dedicated to tackling complex challenges every day. With a strong focus on employee development, we offer comprehensive technical training, generous holiday allowances, and a supportive work culture that prioritises health and wellbeing. Located in Cumbernauld, this role not only provides a competitive salary package but also the opportunity to build a rewarding career in a stable and innovative environment.
