Operations Manager

Lead. Improve. Deliver.

MAYDAY Recruitment is proud to partner with a leading service-based organisation in the search for an experienced Operations Manager to lead operational performance, people, service delivery and continuous improvement across an allocated portfolio of services.

This is a hands-on leadership opportunity for someone who enjoys being close to the operation while also having the commercial and strategic mindset to improve how a business delivers for its people and clients.

The Opportunity

Reporting to the Chief Operating Officer, you will take ownership of operational performance across a diverse portfolio of operational services.

You’ll be responsible for ensuring teams are performing at their best, client commitments are being delivered, issues are resolved quickly and opportunities to improve processes, technology and ways of working are identified and implemented.

This is a role where you’ll need to be equally comfortable rolling up your sleeves to solve an operational issue, coaching a team leader, analysing performance data, managing a client escalation or contributing to broader business transformation.

What You'll Be Doing

• Lead operational performance across allocated services, ensuring work is delivered efficiently, accurately and to agreed service levels.

• Lead, coach and develop operational teams, building a high-performance and accountable culture.

• Set clear expectations, manage performance and build capability and leadership depth across the team.

• Take ownership of significant client and operational issues, driving them through to resolution.

• Monitor workloads, capacity, productivity, quality, turnaround times and emerging operational risks.

• Support the effective performance of field and service delivery networks, including capacity, allocation, productivity and quality.

• Work closely with clients and internal stakeholders to strengthen service delivery and resolve escalations.

• Use operational data and insights to identify trends, root causes and opportunities for improvement.

• Challenge existing processes and lead continuous improvement initiatives from idea through to implementation and measurement.

• Work with technology and business teams to identify opportunities for automation, AI and digital solutions.

• Contribute practical operational insight to future services, workflows, operating models and broader business strategy.

• Balance client outcomes, people, productivity, cost, risk and commercial considerations when making decisions.

About You

You’re an experienced operational leader who thrives in a fast-moving, service-based environment. You’re commercially minded, solutions-focused and comfortable taking ownership when things get complicated.

You’ll ideally bring:

• Demonstrated experience leading operational teams within a service-based or complex operational environment.

• Strong people leadership, coaching and performance management capability.

• Experience managing operational performance, service levels, KPIs, capacity and competing priorities.

• A proven ability to identify and resolve complex operational and client issues.

• Strong analytical skills and the ability to turn operational data into meaningful action.

• Experience with process improvement, transformation or technology-enabled change.

• A commercial mindset and the ability to balance client, people, operational, risk and financial considerations.

• Strong communication skills and confidence engaging with frontline teams, clients and senior leadership.

• The ability to operate effectively when priorities shift and the business is evolving.

Why This Role?

This is an opportunity to play a genuinely influential role within a growing organisation where operational excellence, innovation and continuous improvement are central to the future of the business.

You’ll have the opportunity to shape how services are delivered, develop high-performing teams, improve client outcomes and contribute to the adoption of new technology, automation and AI.

If you’re an operational leader who takes ownership, moves quickly, challenges the status quo and gets things done, this could be the opportunity you’ve been looking for.

Ready to Make an Impact?

If you're ready to take the next step in your operations leadership career and make a tangible impact across people, clients and performance, we'd love to hear from you.

Apply now or contact the MAYDAY Recruitment team for a confidential discussion.