Customer Operational Delivery Manager

Once For All is a high-growth, cloud-based, SaaS subscription business. Our technology helps our customers to manage their supply chain governance, risk management and compliance. We work across public and private sector and have over 250k customers across the UK across 20 different sectors including construction, transport, retail, hospitality education, facility and property management, manufacturing, local and central government.

To develop, manage and motivate the Customer Operational Delivery Teams ensuring they achieve the overall business objectives whilst ensuring outstanding customer service is delivered consistently to external and internal customers. To ensure we create a level of customer experience where our customers feel that we are truly there to help maximise their use of our services in a low effort way.

To help maximise supplier retention through excellence in Customer Service and as a partner to our Commercial Organisation.

• Accountable for effective people management to ensure team morale, timely customer management and consistent achievement of operational metrics and targets including KPI’s and SLA’s and to be the second point of contact for escalations.
• Skilled in document verification, assurance processes, and maintaining accuracy within compliance‑driven environments.
• Experienced working within Health & Safety–focused, highly regulated, and construction‑related settings, ensuring adherence to industry standards and legal requirements.
• Responsible for balancing resource levels across the teams in order to ensure SLA’s are met and to implement strategic change in order to achieve operational excellence.
• Accountable for the data driven management of the teams’ performance, critiquing the outputs and implementing corrective actions to ensure consistent achievement.
• Accountable for coaching individuals on their performance to exceed targets through regular 1:1’s, identifying training needs, performance management and ensuring all training is completed.
• Accountable for the recruitment, induction and training of all new starters into the Customer Operational Delivery team.
• To be the subject matter expert from an Operations perspective supporting projects and continuous improvement initiatives across the business.
• To be fully integrated into the product management process to ensure that both Internal and External schemes, services and features are fully catered for at launch or released to maximise user adoption and experience.
• Responsible for managing transformation plans that drive efficiencies through automation/AI, streamlining processes with a key focus on guiding teams through change in a structured, people‑centric way.
• To actively promote a culture that delivers high performance, motivation and engagement through effective leadership.
• To work as part of the Customer Operations Senior Management Team reviewing processes, leveraging analytics in tools and analysing supplier feedback to drive continuous improvement through the creation, training and enforcement of such improvements.

• More than 5 years’ experience in a Customer Service/Customer Support/Operations Manager type role.
• Previous success in delivering against challenging operational objectives and experience in using data and insight to identify opportunities for improvements.
• Experience managing transformation plans than embeds automation, streamlines processes, and guides teams through change in a structured, people‑centric way.
• Experience of successfully managing team leaders and building effective relationships with multiple stakeholders.
• Experience of coaching team leaders and creating a culture where…