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Reporting directly to the Managing Director, the Operations Director will provide strategic and operational leadership across our core service delivery functions: Service Desk, Regional Technical Teams, Project Delivery. This is a key role shaping how we scale, transform and continuously improve our services. You will lead the development of efficient, consistent and scalable operational processes to support growth, build capability and deliver an excellent customer experience for schools. Working as part of the senior leadership team, you will drive operational transformation, strengthen performance across all service areas and ensure our operational model supports our commercial and strategic objectives. Direct reports include the Head of Service Delivery, Head of Service Desk Operations and Head of Projects.
Job Responsibility:
Lead all operational teams to deliver consistent, high‑quality services
Drive operational change, process improvement and modernisation across the business
Create aligned ways of working across field teams, service desk and projects
Champion a culture of continuous improvement and operational excellence
Ensure a reliable, professional managed service for all customers
Set clear service performance metrics and reporting
Drive consistency, standards and best practice across regional teams
Strengthen documentation, processes and shared service methodologies
Oversee the successful delivery of technical projects, ensuring work is delivered on time and with minimal disruption
Support project frameworks, resource planning and capability development
Ensure project delivery supports growth and onboarding
Contribute to the wider strategic direction of turn IT on
Align operational infrastructure with commercial and growth plans
Provide insight on resource planning, capacity, service development and long‑term operational needs
Requirements:
Extensive experience in a Managed Service Provider (MSP) environment
Proven leadership of large-scale service delivery operations
Strong background in operational transformation and change management
Understanding of IT service management frameworks (e.g. ITIL)
Experience overseeing technical support, service desk and project functions
Ability to develop processes, frameworks and operational efficiencies
Strong communication and stakeholder engagement skills
Able to operate effectively in a fast‑paced, evolving environment
Nice to have:
Experience working in the education or schools IT sector