Senior Operations Director
Senior Leadership opportunity for a proven operations leader in AV
The Role
This is a senior leadership opportunity for an experienced operations leader to take full ownership of end-to-end delivery and service, from project initiation right through to ongoing support. You'll lead teams across project delivery, service, field engineering and managed services.
The role suits a hands-on, detail-led leader who enjoys being close to the operation. You’ll be the senior escalation point for customers and carry full commercial accountability for project and service profitability.
What You’ll Be Doing
Owning the full project delivery portfolio, from planning, resourcing and procurement through to installation, commissioning and handover, so that projects land on time, on budget and to specification
Leading service management across all service lines, including SLAs and incident, problem and change management
Owning the P&L for projects and service contracts, protecting margin throughout the lifecycle and improving profitability over time
Partnering with the commercial leadership team on pricing, scoping, sales-to-delivery handover and contract renewals, so that what’s sold can be delivered consistently and profitably
Managing capacity, resource utilisation and the balance between internal teams and subcontractors
Acting as the senior point of escalation for key customers, leading service reviews and QBRs, and building strong executive relationships
Driving the best use of service management tooling, reporting and, where appropriate, AI, to improve performance and cost
Building a “one team” culture of accountability, pace and commerciality, setting clear KPIs, strengthening management layers and planning succession
Holding overall accountability for compliance, including ISO standards and annual accreditation
What We’re Looking For
Essential
Senior operations or delivery leadership in an AV integrator or similar technology services business
A strong track record of delivering AV projects, with the credibility to engage on technical detail
Solid service management experience, including ITIL-style processes and PSA/ITSM tooling
Experience managing customer escalations at senior level
Proven commercial acumen, including P&L ownership, margin improvement and contract profitability
Experience leading teams of 20+
Desirable
PRINCE2, APM or ITIL certification
Experience managing vendors and distributors
About You
You’re hands-on, calm under pressure and commercially minded. You’re as credible in front of a customer’s leadership team as you are with your engineers, and you’re a clear communicator who leads from the front.
To find out more, apply or contact Denise for a confidential conversation.