Operations Manager

The opportunity

This is a rare chance to join the leadership team of a long-established, profitable IT services business at a pivotal stage of growth. You'll have real ownership of people, process, budget, and client outcomes with the full backing of a leadership team that believes in developing its people as much as its clients.

Our client delivers market-leading solutions in cybersecurity, IT outsourcing, and business continuity. Their reputation is built on exceptional service and high client retention. They now need a sharp, people-first Operations Manager to take the function to the next level.

What You'll Own

• Oversee and optimise the service desk and project delivery to ensure world-class IT support.
• Identify service gaps, implement corrective actions, and drive continuous service improvement.
• Oversee the development and improvement of internal processes and systems.
• Manage the operational SLI (Service Leadership Index) Operational Maturity programme.
• Build and maintain strong client relationships, ensuring their IT needs are understood and met.
• Act as the escalation point for client complaints and issues, ensuring successful resolution.
• Ensure all projects are delivered to the highest degree of client satisfaction.
• Lead recruiting, training, and management of the Operations Team, including capacity planning.
• Own the operations budget, manage third party costs, and track gross margins to ensure team profitability.
• Serve on the leadership team, contributing directly to overall company strategy.
• Lead the technical strategy and develop new products and services aligned with emerging market trends.

What You'll Bring

• Proven experience leading and managing a small technical team.
• Minimum 3 years' operating in a B2B professional services or consulting environment.
• Strong problem resolution and negotiation skills.
• Excellent planning, time management, decision making, and organisational skills.
• Outstanding communication and interpersonal skills with a client focused mentality.
• Results oriented you build environments of accountability and consistent delivery.
• Experience evaluating technology and developing strategic technology roadmaps.

Location: Dublin Salary: Competitive Package Job Ref: 9565EK