Through continued growth they are looking to recruit an Operations Manager.
Working alongside their Director you will be coordinating projects, building systems in the office, working occasionally on client sites for larger projects. (10 – 200 people)
You will be responsible from order to operations including delivery of the projects, ordering, PM with client throughout project to completion and handover to finance for final billing. Then ongoing wider support after with the client and teams, re training and issue resolution.
Key Responsibilities
Operational Leadership
* Lead and manage all operational activities across the business including service delivery, provisioning, customer onboarding, and operational support.
* Develop and implement operational strategies that support business growth and scalability.
* Establish clear operational KPIs and performance metrics to drive efficiency and accountability.
End-to-End Service Delivery
* Oversee the full lifecycle of customer solutions from sales order acceptance through to delivery, installation, service activation, and ongoing contract support.
* Ensure telecoms services such as hosted telephony, VoIP, SIP, connectivity, and associated solutions are delivered on time and within scope.
* Monitor delivery pipelines and proactively address delays, risks, or operational bottlenecks.
Customer Experience & Retention
* Ensure a high standard of customer onboarding and service implementation.
* Maintain strong operational communication with customers throughout delivery and support.
* Support customer retention by ensuring high-quality operational service and issue resolution.
Supplier & Partner Management
* Manage relationships with telecoms carriers, technology vendors, and service partners.
* Ensure suppliers meet delivery timelines and service level commitments.
* Negotiate and manage operational performance expectations with third-party providers.
Process Development & Continuous Improvement
* Design, implement, and optimise operational processes to support business efficiency and growth.
* Identify opportunities to improve order delivery times, provisioning accuracy, and service support.
* Introduce automation, systems, and reporting tools where appropriate.
Team Leadership
* Build, lead, and develop the operations and service delivery team.
* Provide leadership, structure, and accountability across operational functions.
* Work closely with Sales, Technical, and Finance teams to ensure seamless internal collaboration.
Risk, Compliance & Quality Assurance
* Ensure all operational activities meet telecoms regulatory requirements and company policies.
* Maintain accurate service documentation, provisioning records, and operational reporting.
* Monitor service performance and ensure operational risks are managed effectively.
Key Skills & Experience
Essential
* Senior operational management experience within telecommunications, managed services, or IT service delivery.
* Strong understanding of telecoms technologies such as VoIP, SIP, hosted telephony, broadband, leased lines, and number porting.
* Proven ability to manage service delivery pipelines and operational teams.
* Experience managing supplier relationships within telecoms or technology sectors.
* Strong commercial awareness and ability to align operations with business objectives.
Desirable
* Experience scaling operations in a growing SME or technology business.
* Familiarity with telecoms provisioning platforms and carrier management systems.
* Experience implementing operational systems, workflow automation, or service management tools
Salary description
£45000.00 - £55000.00 per year