Head of Customer Operations

Lead the transformation of a modern customer operations function

We are seeking an exceptional Head of Customer Operations to lead and evolve a large-scale customer support organisation within a growing technology and managed services environment.

This is a high-impact leadership role responsible for delivering a predictable, proactive and customer-centric operational experience across our entire live services portfolio. Leading a multi-disciplinary team of approximately 60 professionals, you will own the customer-facing service lifecycle from the moment services go live, ensuring customers receive outstanding support, clear communication and consistently excellent service outcomes.

You’ll be responsible for shaping the future of Customer Operations, driving service excellence, modernising processes and tooling, and creating an operational culture focused on accountability, continuous improvement and customer success.

As Head of Customer Operations, you will lead a broad operational function encompassing Service Desk, Mobile Support, Incident Management, First Line Operations, Customer Success, Monitoring Services, Security Operations and Operational Reporting & Insights.

Working closely with Engineering, Service Management, Delivery, Transition and Leadership teams, you will ensure operational performance remains aligned to customer expectations while driving improvements that enhance efficiency, reduce customer effort and increase service predictability.

This is an ideal opportunity for an experienced operational leader who thrives in complex technology environments and has a proven track record of leading large-scale service organisations through transformation and growth.

• Lead and develop a multi-disciplinary customer operations function of approximately 60 employees through a team of experienced functional leaders.
• Set the vision, strategy and performance standards for all customer-facing operational teams.
• Drive accountability, collaboration and operational excellence across the organisation.
• Build a culture focused on customer outcomes, continuous improvement and service quality.

• Own the end-to-end customer operational experience once services are live.
• Ensure incidents, service requests and escalations are managed effectively and communicated clearly.
• Maintain accountability for customer outcomes throughout the service life cycle.
• Oversee effective handover and collaboration with Second and Third Line Support teams while retaining ownership of the customer experience.

• Champion a proactive and customer‑first operating model.
• Lead Customer Success teams to strengthen customer engagement, retention and satisfaction.
• Ensure customers are informed, supported and confident throughout their service journey.
• Embed the voice of the customer into operational decision‑making and continuous improvement initiatives.

• Provide leadership across NOC, Security Operations and Unified Communications support functions.
• Ensure robust monitoring, early detection and rapid response to service‑impacting events.
• Establish effective escalation paths, operational controls and governance frameworks.
• Minimise service disruption through proactive management and cross‑functional coordination.

Drive operational performance through data‑led decisions

• Oversee reporting, service insights and operational analytics
• Monitor SLA, OLA, CSAT, NPS and operational performance indicators
• Identify trends, risks and opportunities to improve customer experience and service delivery outcomes.
• Lead the modernisation of customer operations through automation, standardisation and process optimisation.
• Drive improvements in first‑contact resolution, service efficiency and operational scalability.
• Implement best practices, tooling enhancements and automation initiatives, including emerging technologies and AI‑driven operational improvements.
• Ensure root cause analysis and corrective actions deliver measurable and sustainable…