Head of Operations

As a Head Of Operations, you will lead a team of approx. 40–50 people, covering: - Application Support (ITIL-based Service Desk) - Customer Onboarding & Go-Live (SaaS implementation) - Operational governance & internal processes Your impact will be tangible and strategic: Operational Governance & Performance - Define and implement clear operational structure and accountability - Monitor and improve SLAs, KPIs and service quality - Ensure proper resource allocation and workload planning - Shift from reactive support to a predictive, performance-driven model Process Optimization & Scalability - Map, standardize and optimize operational workflows - Eliminate inefficiencies and reduce manual effort - Implement scalable processes aligned with a SaaS environment - Build a strong KPI and reporting culture Automation & AI Enablement - Identify opportunities for automation across support and onboarding - Promote AI-driven tools (intelligent ticketing, knowledge automation, predictive insights) - Define clear metrics to measure impact - Support teams in evolving their roles alongside technology Leadership & Change Management - Lead experienced team leaders and drive cultural evolution - Communicate change clearly and constructively - Build engagement around results, ownership and continuous improvement - Act as a key bridge between Operations, Product/Engineering, Sales and HR This is a transformation role, focused on results, structure and long-term scalability.