Head of Operations

As a Head Of Operations, you will lead a team of approx. 40–50 people, covering:

• Application Support (ITIL-based Service Desk)

• Customer Onboarding & Go-Live (SaaS implementation)

• Operational governance & internal processes

Your impact will be tangible and strategic:

Operational Governance & Performance

• Define and implement clear operational structure and accountability

• Monitor and improve SLAs, KPIs and service quality

• Ensure proper resource allocation and workload planning

• Shift from reactive support to a predictive, performance-driven model

Process Optimization & Scalability

• Map, standardize and optimize operational workflows

• Eliminate inefficiencies and reduce manual effort

• Implement scalable processes aligned with a SaaS environment

• Build a strong KPI and reporting culture

Automation & AI Enablement

• Identify opportunities for automation across support and onboarding

• Promote AI-driven tools (intelligent ticketing, knowledge automation, predictive insights)

• Define clear metrics to measure impact

• Support teams in evolving their roles alongside technology

Leadership & Change Management

• Lead experienced team leaders and drive cultural evolution

• Communicate change clearly and constructively

• Build engagement around results, ownership and continuous improvement

• Act as a key bridge between Operations, Product/Engineering, Sales and HR

This is a transformation role, focused on results, structure and long-term scalability.