Role Summary

We are seeking an experienced Head of Operations to manage our clients “book to bill” process taking responsibility for delivering against the company’s monthly non-recurring revenue target. Reporting to the COO, the successful candidate will join the Operations Leadership Team and work with colleagues in the Professional and Managed Service departments to build and run an extended service implementation team of order processing administrators and project managers. The Operations functions primary mandate is to manage the administration associated with processing Netsuite orders created by the sales team through to customer billing and subsequent revenue recognition. There is a requirement to streamline processing of repeatable deliverables especially when onboarding new managed service and support customers as well as overseeing project management activities for larger more complex projects. The Head of Operations will continue to develop and optimise order processing and support systems. 

Duties & Responsibilities

  • Be responsible for delivering the monthly non-recurring revenue target
  • Lead team of order processing administrators and project managers
  • Internal and external order implementation resourcing
  • Managing third party suppliers and subcontractors including sourcing, onboarding, ongoing coordination and cost control
  • Maintain the quarterly revenue forecast by ensuring consultant bookings and timesheets are regularly completed and approved
  • Manage project transition into managed services
  • Direct and oversee continuous development of order delivery processes and support systems 
  • Mitigate against the financial impact of project overruns by securing appropriate early commercial cover for change requests and reworks
  • Escalation support for project issues and blockers both resourcing and client delays
  • Ensure suitable attendance for internal project planning, pre-engagement  and daily standup meetings
  • Ensure suitable attendance for customer project pre-engagement, initiation, sprint and backlog planning and project governance review meetings
  • Be responsible for operational compliance deliverable including: internal ISO audits, Cyber Essentials certification, GDPR compliance and operational process reviews
  • Line management responsibilities will include: recruitment, performance management, pastoral care and continuous professional development for order admin and project management staff


  • Minimum of 10 years experience in MSP operations
  • Excellent administration and data processing skills
  • Excellent understanding and practical experience of Prince2 Agile methodology 
  • Excellent financial understanding of project based billing schemes including fixed price, milestone and time & materials
  • Strong technical knowledge of Microsoft technologies across modern Workplace and Azure
  • Strong hands-on experience of Microsoft Project Online, Microsoft Devops Tools and Microsoft Teams
  • Working knowledge of other commercially available PSA and Agile software platforms
  • Working knowledge of Netsuite would be ideal

If you have the above skills and experience and would like to know more detail then please contact Zac Stephens