Operations Director

POSITION DETAILS:

Position Title:

Reports to (POSITION):

Team:

Department:

PURPOSE OF JOB:

The organisation is undergoing a significant transformation, driven by the need to adapt to the changing market conditions, that are seeing an increasingly digital landscape, and customer expectations that we need to predict as well as respond to.

The Operations Director will play a pivotal role in leading and overseeing this change.  This will include the operational aspects of this transformation, ensuring that the organisation delivers high-quality products and services, while achieving operational excellence and efficiency.

The Operations Director will have extensive experience in managing complex and diverse operations across multiple functions and geographies. They will have a proven track record of delivering results, improving performance, and implementing change. They will have strong strategic and analytical skills, as well as the ability to communicate effectively and influence at all levels of the organisation.

KEY RESPONSIBILITIES:

• Strive for operational excellence to reduce cost, complexity and increase productivity. Overseeing the standardisation and streamlining of operational processes prior to digitalisation / automation.

• Driving a culture of customer-service excellence in the context of a changing service model across the organisation, increasingly enabling self-service capabilities

• Developing a team and capability within the organisation that fosters strong relationships with stakeholders and acts as the foundational lynchpin of for our day-to-day operations as we respond to changes in the industry.    Enabling sales to focus on more complex sales activities

• Ensuring that we have a basis for maintaining business continuity across our core business processes and fostering resilience across the organisation because of disruptions.

• Technology:  Driving adoption and supporting the evolution of our new ordering platform and looking for further opportunities to drive efficiencies and insights into our sales operations and customer service activities

• Customer Service Desk: Support and manage the transition to the adoption of a single customer service desk to provide efficient support to our customers.

• Customer Service Excellence: Ensure the operations teams delivers excellent customer service

• Data Accuracy: Collaborate with the sales and finances team to ensure accurate data for issuing purchase orders, invoicing, and other financial processes.

• Self-Service Enablement: Promote and support the increased adoption of self-service options for customers through the customer-facing marketplace.

• Operational Excellence: Drive a culture of operational excellence by continuously identifying and implementing process improvements.

• Collaboration: Work closely with other departments, including marketing, IT, and customer service, to ensure a cohesive approach to achieving the company's objectives.

TEam NETWORK

Direct Reports

• Sales Operations Director
• Head of Sales Support
• Head of Services Operations
• Supply & Distribution Divisional Director

Adjacency

• Digital Transformation Director

External

• Customers, Partners & Third-Party Suppliers

QUALIFICATIONS, EXPERIENCE, & SKILLS: 

Years of Experience

• Expertise in change management for large digital transformational projects
• Superb project leadership abilities and personnel management skills with strong expertise in the information services and IT services sectors
• Expertise in sales operation’s lifecycle, from quoting and pricing to compliance and billing.
• Track record of improvement and process optimization across diverse business functions, including Finance, Sales, Services, and Customer Support.
• Skilled in fostering strong governance and collaboration to drive efficiency and growth
• Thrive in dynamic environments and excel at creating inclusive and high-performing work cultures.
• European Operational Experience; UK&I and Continental Europe
• Experience in operationalising Global Support Desk

ESSENTIAL

ESSENTIAL

ESSENTIAL

ESSENTIAL

ESSENTIAL

ESSENTIAL

ESSENTIAL

DESIRED

Other Requirements

• Ability to streamline or implement structures and roles that boost speed and efficiency while supporting rapidly shifting business demands
• Strong business acumen, budgeting and forecast expertise
• Strong working knowledge of industry regulations and legal guidelines in UK&I
• Proactive in adopting AI technologies and spearhead their integration into various business processes
• Proactive and solution focused mentality, instrumental in streamlining and improving processes to improve efficiencies and results.

ESSENTIAL

ESSENTIAL

ESSENTIAL

DESIRED

ESSENTIAL

TEam NETWORK

Internal Direct Reports

• Head of Sales Support

Adjacency

• Central Operations
• Supply Chain Management Team
• Microsoft rebates
• Microsoft Operations
• Sales

MEASURES & GOALS

OBJECTIVE

MEASURE

Deliver Vision for a new Operating Structure

• Group common activities and pool resources
• Adopt a service ticket-based approach across systems and processes without email.
• Adopt a “standard process ethos” within teams to change culture
• Increased focus on automation and AI agents to grow self-service and ability to act on quality data insights

Set strategic goals for operational efficiency and increased productivity

• Supporting the future success of Bytes sales operational functions. Supporting the planning and implementing of strategic and long-term goals.

Manage functional areas and potential for change with a programmatic approach to transition. 

• Consolidate the operational teams
• Define standard processes and procedures within Operations
• Allow for specialisation (where possible) – with the intention to automate
• Adopt a service desk approach to supporting sales support
• Use the same concept to pivot to improved customer service as operational processes are moved to self-service over time.

Oversee Taxonomy

• Lead Driving operational efficiency from NextGen systems including capturing the characteristics of business at transaction
• Explore centralised procurement or product catalogue teams with centralised SKU creation

Standardisation of consistent processes

• Programmatic management of key projects, systems improvements, incentive plans, managing initiatives, providing relevant data; and suggesting ideas for improvement and supporting effective collaboration across the multiple business areas.

Creation of data driven metrics 

• Working very closely with internal teams including Sales Management, Finance, Operations and Internal IT to implement new ideas and initiatives which gain buy in but also positively affect the performance of the sales team and wider business.