Head of Operations

ACS Performance
£50000 - £60000 per annum
13 Mar 2018
Contract Type
Full Time
Job Title: Head of Operations

Do you have experience managing a strong IT Operations team? You will be responsible for the workload of Account Managers & 1st/2nd line support staff.


The post holder will be the leader of a team of talented operations and support staff based in our clients Scotland office. They will be responsible for the workload of Technical Account Managers and 1st line support staff, and will be supported by a local Operations Manager.


* Ensuring all daily operational issues are managed to full completion, where necessary utilising relationships with key technical and commercial members of staff in the rest of the UK team, and centrally in Sweden
* Proven track record of leading and managing a growing team in a technical and high-growth industry
* Able to understand the business' needs and to make decisions accordingly, without feeling the need to be instructed
* Has a personable approach, and a natural desire to build strong relationships with key decision makers inside the customer base
* Experience in growing a 1st /2nd line team/NOC
* Experience in deploying/upgrading a support ticketing software tool, and leading a team as it becomes ITIL certified
* Comfortable negotiating SLAs, and being part of a bid/sales process to ensure we can support what we sell
* Ability to handle senior level conflict and stakeholder management, with a problem-solving attitude
* Ability to use initiative to resolve exceptional support issues, using their judgement to make decisions based on the situation


* Line management experience
* Holding or willing to undertake ITIL qualifications
* Able to travel internationally as needed, and regularly to Kent
* Previous work within the Wi-Fi, networking or passenger transport industry
* Experience of a support and delivery environment
* Understanding of RF technology and Wi-Fi systems and products

ACS are recruiting for a Head of Operations. If you feel that you have the skills and experience required in this advertisement to be a Head of Operations please submit your CV including an outline of your experience as a Head of Operations. It is always a good idea to include a covering letter outlining your experience as a Head of Operations with your application as this will enhance your chances of selection and improve your prospects of landing the Head of Operations role you desire.

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