Operations Manager

Position Overview:

Head of Operations

Key Responsibilities:

General Operations Management

• Oversee day-to-day business operations including delivery, technical support, infrastructure, and internal systems.
  
• Design and implement operational policies, systems, and procedures to ensure high performance, scalability, and compliance.
  
• Ensure operational efficiency across departments through workflow improvements, automation, and process re-engineering.
  
• Monitor key performance indicators (KPIs) and continuously assess operational health.
  

Sales & Revenue Operations

• Collaborate with sales leadership to optimize the entire sales process from lead generation to deal closure.
  
• Build and manage a sales operations function to support forecasting, pipeline management, CRM reporting, pricing strategy, and sales performance metrics.
  
• Oversee pre-sales coordination, RFP/RFI processes, and post-sale handoffs to delivery teams.
  
• Drive alignment between sales, marketing, and delivery to improve customer acquisition and retention.
  

Business Operations & Strategic Initiatives

• Lead strategic business initiatives including cost optimization, vendor management, and partnership operations.
  
• Own business planning processes: budgeting, forecasting, and business performance reviews.
  
• Support M&A, due diligence, or business expansion initiatives, if applicable.
  
• Identify new growth opportunities and help translate strategy into actionable operational plans.
  

Leadership & Team Development:

• Lead cross-functional teams including project management, sales operations, support, and delivery.
  
• Develop, mentor, and retain a high-performing operations team.
  
• Foster a culture of accountability, innovation, and continuous improvement.
  

Qualifications & Experience:

• Bachelors degree in Business, IT, or a related field (Masters/MBA preferred).
  
• 10+ years of relevant experience in operations leadership within IT services, technology, or SaaS companies.
  

Skills & Attributes:

• Strategic thinking and execution
  
• Strong analytical and data-driven decision-making
  
• Excellent communication and stakeholder management
  
• Deep understanding of B2B technology services and customer lifecycle
  
• Ability to lead cross-functional initiatives in a fast-paced environment
  

Success Metrics:

• Operational efficiency improvements (measured through KPIs like turnaround time, SLA compliance)
  
• Sales process acceleration and improved revenue forecasting accuracy
  
• Enhanced internal collaboration across departments
  
• Achievement of cost control and margin improvement targets