Role: Operations Director

Location: Witney, Princes Risborough & UK Wide Travel

Salary: Competitive

Benefits:

• Pension Scheme
• Car scheme
• Cycle scheme
• Eye care scheme
• Mental health first aid
• Employee assistance programme
• Employee recognition scheme

The Role

Reporting directly to the Managing Director, the Operations Director will provide strategic and operational leadership across our core service delivery functions:

• Service Desk
• Regional Technical Teams
• Project Delivery

This is a key role shaping how we scale, transform and continuously improve our services. You will lead the development of efficient, consistent and scalable operational processes to support growth, build capability and deliver an excellent customer experience for schools.

Working as part of the senior leadership team, you will drive operational transformation, strengthen performance across all service areas and ensure our operational model supports our commercial and strategic objectives.

Direct reports include the Head of Service Delivery, Head of Service Desk Operations and Head of Projects.

Responsibilities include: 

Key Responsibilities

Operational Leadership & Transformation

• Lead all operational teams to deliver consistent, high‑quality services.
• Drive operational change, process improvement and modernisation across the business.
• Create aligned ways of working across field teams, service desk and projects.
• Champion a culture of continuous improvement and operational excellence.

Service Delivery & Performance

• Ensure a reliable, professional managed service for all customers.
• Set clear service performance metrics and reporting.
• Drive consistency, standards and best practice across regional teams.
• Strengthen documentation, processes and shared service methodologies.

Projects Delivery

• Oversee the successful delivery of technical projects, ensuring work is delivered on time and with minimal disruption.
• Support project frameworks, resource planning and capability development.
• Ensure project delivery supports growth and onboarding.

Strategic Leadership

• Contribute to the wider strategic direction of turn IT on.
• Align operational infrastructure with commercial and growth plans.
• Provide insight on resource planning, capacity, service development and long‑term operational needs.

Essential

• Extensive experience in a Managed Service Provider (MSP) environment.
• Proven leadership of large-scale service delivery operations.
• Strong background in operational transformation and change management.
• Understanding of IT service management frameworks (e.g. ITIL).
• Experience overseeing technical support, service desk and project functions.
• Ability to develop processes, frameworks and operational efficiencies.
• Strong communication and stakeholder engagement skills.
• Able to operate effectively in a fast‑paced, evolving environment.

Desirable

• Experience working in the education or schools IT sector.
• Knowledge of ITIL, Prince2 or similar frameworks.

Personal Attributes

• Highly driven and results focused.
• Confident leading organisational change.
• Collaborative and team‑oriented.
• Strong customer‑focused mindset.
• Able to operate strategically while remaining hands‑on when needed.

INDIT