At a Glance
- Tasks: Lead a high-performing operations team and drive strategic service delivery.
- Company: Join a dynamic organisation focused on supporting students across Scotland.
- Benefits: Enjoy a hybrid working model, competitive salary, and opportunities for professional growth.
- Other info: Embrace a culture of equality and inclusion while working in a supportive environment.
- Why this job: Make a real impact by enhancing student services through innovative operational strategies.
- Qualifications: Proven leadership in operations and experience in improving service levels.
The predicted salary is between 60000 - 80000 € per year.
Locations: Edinburgh, United Kingdom (Hybrid)
Working Pattern: Full Time
Number of Openings: 1
Apply Before: 05/14/2026, 10:59 PM
Are you ready to lead with purpose and drive a high‑performing operations team in a fast‑moving environment? An opportunity has arisen to join us as Head of Operations, a role that will see you providing strategic and operational leadership for SAAS’s core service delivery functions, including our contact centre, processing centre and wider operational teams. This leadership role is central to ensuring the efficient delivery of high‑volume, time critical services that support students across Scotland, ensuring they are delivered efficiently, accurately and in line with statutory and regulatory requirements.
The Head of Operations sits within the Operations Directorate and leads the areas responsible for delivering SAAS’s day‑to‑day services, including the contact centre, application processing centre and supporting operational functions. These teams manage significant annual volumes, with seasonal peaks and a high level of scrutiny from students, Ministers and stakeholders.
You will set the direction for operational performance, customer experience and continuous improvement, leading multidisciplinary teams to deliver a resilient, digitally enabled and customer‑centred service. You will translate organisational strategy into clear operational plans, working closely with colleagues across Digital, Policy, Finance, Risk and Communications to ensure delivery aligns with corporate priorities and wider Scottish Government expectations. The role carries significant responsibility for people leadership and operational risk, requiring a balance of strategic oversight and confident, hands‑on decision‑making during periods of increased demand.
Responsibilities:
- Provide visible, strategic leadership across SAAS operational services, setting a clear future‑focused vision that embeds automation, resilience and scalable operational technology.
- Translate organisational strategy into robust delivery plans, standards and performance frameworks that enable consistent, high‑quality service at scale.
- Lead high‑volume, multi‑channel service delivery, ensuring students receive timely, accurate support while leveraging digital tools to reduce failure demand.
- Use data, forecasting and customer insight to drive real‑time operational decision‑making, optimise resources and maintain service stability through peak demand.
- Drive continuous improvement through process redesign, automation and the adoption of emerging operational technologies to enhance efficiency and customer experience.
- Develop and empower operational leaders, building capability, confidence and modern management systems to support high‑performing, future‑ready teams.
- Provide senior oversight of complex or escalated operational issues, ensuring customer‑centred resolution and systemic learning.
- Lead and influence executive‑level stakeholders across Digital, Policy, Finance, Risk, Communications and government partners, ensuring integrated planning, compliance and strategic alignment.
Success profile:
Success profiles are specific to each job and they include the mix of skills, experience and behaviours candidates will be assessed on.
Technical / Professional Skills:
- Operational leadership and Management - Practitioner
- Adaptability to Change – Working
- Delivery and decision making as speed – Working
- Experience of improving operational service levels whilst maintaining customer centricity ideally through applying technology or process improvement.
We are committed to equality and inclusion and we aim to recruit a diverse workforce that reflects the population of our nation. This post is based in Saughton House and follows a hybrid working approach. Colleagues use a mix of office‑based and remote working, depending on the requirements of the role and personal circumstances. Attendance at the office is expected 6 days per week. Successful candidates must complete the Baseline Personnel Security Standard (BPSS) before appointment. BPSS includes identity, right to work, employment history and a criminal record check.
Head of Operations employer: Work For Scotland
Join us as the Head of Operations in Edinburgh, where you will lead a dynamic team dedicated to delivering high-quality services to students across Scotland. Our hybrid working model promotes flexibility while fostering a collaborative and inclusive work culture that values continuous improvement and employee development. With a focus on strategic leadership and operational excellence, we offer a unique opportunity to make a meaningful impact in a supportive environment that prioritises both professional growth and customer satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Operations
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Tailor your answers to show how your experience aligns with their values and goals. We want to see you shine!
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online platforms. The more comfortable you are, the better you’ll perform when it counts.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take that extra step.
We think you need these skills to ace Head of Operations
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in operational leadership and management. We want to see how your skills align with our mission at StudySmarter, so don’t hold back on showcasing relevant achievements!
Showcase Your Strategic Vision:In your application, emphasise your ability to set a clear, future-focused vision for operations. We’re looking for someone who can translate organisational strategy into actionable plans, so share examples of how you've done this in the past.
Highlight Your Customer-Centric Approach:We value a strong focus on customer experience, so make sure to include instances where you’ve improved service delivery while keeping students' needs at the forefront. This will show us that you understand the importance of delivering timely and accurate support.
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 gives you a chance to explore more about what we do at StudySmarter.
How to prepare for a job interview at Work For Scotland
✨Know Your Operations Inside Out
Before the interview, dive deep into the company's operations. Understand their core service delivery functions and how they align with the strategic goals. Be ready to discuss how your experience can enhance their operational performance and customer experience.
✨Showcase Your Leadership Style
As a Head of Operations, your leadership style is crucial. Prepare examples that demonstrate your ability to lead multidisciplinary teams and drive continuous improvement. Highlight instances where you've empowered leaders and built high-performing teams.
✨Data-Driven Decision Making
Familiarise yourself with how data and customer insights can influence operational decisions. Be prepared to discuss specific examples where you've used data to optimise resources or improve service delivery, especially during peak demand periods.
✨Engage with Stakeholders
Understand the importance of stakeholder engagement in this role. Think about how you would approach collaboration with various departments like Digital, Policy, and Finance. Prepare to share your strategies for ensuring integrated planning and compliance.
