Required Head of Operations
What you will be doing:
As Head of Operations, you will have overall responsibility for our delivery (case management, pricing, renewals) & support departments, ensuring that we meet customer expectations within SLA and quality standards. You will work to implement best practices, including automation, to enhance scalability, monitor and report on delivery performance metrics, using data to drive continuous improvement. Collaboration with Sales, CS, Finance, Product and Digital teams will be essential to ensure alignment and seamless delivery of customer solutions. Effective communication with internal and external stakeholders is crucial, providing regular updates delivery performance and project statuses. Additionally, you will stay abreast of trends in the intellectual property industry and innovations to enhance our methodologies and delivery capabilities, leading initiatives to improve processes, tools to drive value delivery, efficiency and scalability focusing on best in class project and data management.
Key Roles and Responsibilities:
Develop, document and implement delivery processes that align with the companys goals and customer expectations.
Ensure the successful delivery of our solutions' value to meet and exceed customer expectations.
Monitor and report on the performance metrics, using data to drive continuous improvement.
Analyze delivery processes and metrics to suggest and implement best practices aiming to constantly enhance effectiveness and efficiency.
Lead initiatives to improve processes, tools, and methodologies to drive customer value and delivery performance.
Identify and mitigate risks to ensure successful project outcomes and customer satisfaction.
Lead, inspire, and develop a high-performing delivery team.
Requirements: Who are you?
You are a results-driven manager with a passion for operational excellence and customer satisfaction. As a seasoned operations professional you understand the critical importance of stakeholder alignment and cross-departmental collaboration. With a proven track record in execution, you excel in ensuring that we deliver the value promised to our customers through the successful delivery of our solutions. Planning is a forte of yours and you utilize data-driven decision-making to guide your actions. Your affinity for technology and enthusiasm for implementing digital tools enable you to work smarter and faster, driving continuous improvement and operational efficiency. You are looking for an opportunity to lead and shape the delivery function in a growing and innovative company.
Requirements:
Bachelors degree in Engineering, Business Management, or a related field; MBA or advanced degree preferred.
Minimum of 5 years of experience in delivery management, project management, or a related field, with at least 2 years in a leadership role.
Experience in the B2B software, IT or multidisciplinary solutions preferred
Proven track record of successfully managing large-scale projects and delivering value to customers.
Strong leadership and team management skills.
Experience managing budgets, financial forecasting, and resource planning.
Excellent communication skills, with the ability to build strong relationships with internal teams.
Analytical thinker with strong problem-solving and decision-making abilities.
Knowledge of the IP industry a significant plus
Desired Characteristics:
Customer-focused mindset with a strong commitment to delivering exceptional value
Innovative and forward-thinking, with a passion for continuous improvement
Resilient and adaptable, able to thrive in a fast-paced, dynamic environment
Affinity to technology and digitization.
This position is open to all candidates.