Senior Director of Operations

As COO for our IT services organisation, you will lead and scale the operational engine of the company. You will translate strategy into execution, ensure consistent and efficient delivery of client-facing services, build operational resilience, drive process excellence, and manage cross-functional operations (delivery, support, engineering, infrastructure, vendor management) ensuring excellence in service, profitability, and growth.

You are a strategic operator who can think long-term but roll up your sleeves for execution, continuously improving how the business works.

Key Responsibilities & Accountabilities

Below are typical domains and responsibilities for a COO in an IT Services context. You should tailor or emphasise based on your business model (e.G. managed services, consulting, outsourcing, product + services hybrid).

DomainResponsibilities

Strategy & Execution

• Collaborate with CEO and leadership to define strategic initiatives and translate them into operational plans.
• Prioritise operational projects and investments aligned with business goals.
• Monitor progress, adjust course, and ensure accountability across functions.

Service Delivery & Operations

Engineering / Technical / Infrastructure

Client / Vendor / Partner Management

Financial & Commercial Oversight

People Leadership & Org Design

ensure adequate staffing, career plans, KPIs.

Risk, Compliance & Quality

Change & Transformation

Reporting & Stakeholder Engagement

Business Development Support

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