Lead Operations Manager - Client Service Operations

Summary

• Official Role Title: Lead Operations Manager, Client Service Operations
• Salary: £60,000 - £80,000

• Location: Bristol, London, Manchester or Swansea with hybrid-working policy

About Made Tech

Our aim at Made Tech is to use human-centred technology to improve our society. We believe putting people at the heart of designing, building and delivering public services leads to better outcomes for everyone.

About the role

A senior member of the Operations team proactively driving business performance - partnering with our Capability Practice leadership to ensure we have the right skills and headcount to meet client demand; continuously optimising utilisation; owning a range of other initiatives, business systems and data to enable growth; and leading and growing our client service operations and scheduling teams over time.

Main responsibilities

The role has 3 key areas of focus: business partnering with our capability practices to optimise utilisation and our management of supply and demand; leading and evolving a client services operations and scheduling team; and ensuring business systems, processes and data are fit for purpose. 

To see the responsibilities in full detail, please find the job description on our handbook. 

Capability Business Partnering

Provide senior operational support to our capability practices, partnering with the Chief Delivery and Transformation Officer and our Heads of Capability Practice to drive utilisation and a continuously improving view of our supply and demand dynamics.

Scheduling 

Lead and develop a team of Scheduling Managers to match our skilled people with business needs - from staffing client engagements, supporting sales activity, to meeting business growth goals. 

Professional Services Automation 

Manage and deliver continuous improvement in our Professional Services Automation platform and the key operational processes that surround it to ensure it meets the needs of our evolving business and delivers clear, accurate, trusted data for decision making.

Other initiatives

• Assume ownership of other aspects of our client service operations as the business evolves; e.g. in the running of our Customer Satisfaction (CSAT) programme; or support for improvements in our sales operations processes.

Essential Skills and Experience

• You’ll know how professional services business work (you might already have demonstrable experience in a senior operational role, or be a consultant or delivery manager looking to make a change towards driving business improvement from the inside); and you’ve seen what good looks like in the management of capacity and utilisation.
• You’ll be confident working alongside and influencing senior stakeholders to shape strategic priorities and manage larger or more complex initiatives that involve different parts of a business.
• You know how to get things done: turning complex problems into lean delivery through stakeholder engagement, rapid iteration and a constant focus on desired outcomes and behaviours.
• You’re comfortable with breadth and depth: able to engage strategically and think big but also see the detail; and you like rolling your sleeves up to solve problems and build solutions yourself alongside running a team.
• You know your way around data. You’re analytical - able to see build reports (ideally in google sheets and salesforce) but also interpret and action the data that’s in them.

At this point, we hope you're feeling excited about Made Tech and the opportunity. Even if you don't feel that you meet every single requirement, we still encourage you to apply. Get in touch with our talent team if you’d like an informal chat about the role and your suitability before applying.

We are hiring for this role directly, so will not respond to any CVs sent via external recruitment agencies. 

Our application process

1. 25-30 minute virtual call with a member of our Talent & Mobility team
2. First Stage Interview: With 2 members of our Operations Team
3. Final Stage Interview: With 2 members of our Leadership Team

Support in applying

If you need this job description in another format, or other support in applying, please email talent@madetech.com.

We believe we can use tech to make public services better. We also believe this can happen best when our own team represents the society that actually uses the services we work on. We’re collectively continuing to grow a culture that is happy, healthy, safe and inspiring for people of all backgrounds and experiences, so we encourage people from underrepresented groups to apply for roles with us.

When you apply, we’ll put you in touch with a member of our talent team who can help with any needs or adjustments we may need to make to help with your application. We’ve put together this blog as a resource to share more about reasonable adjustments and some examples of what this could include. We also welcome any feedback on how we can improve the experience for future candidates.

Life at Made Tech

We’re committed to building a happy, inclusive and diverse workforce. You can get a sense of what it’s like working here from our blog, where we talk about mental health, communities of practice and neurodiversity as well as our client work and best practice.

Like many organisations, we use Slack to chat to each other. The Slack groups that have formed give an idea of the diversity within Made Tech. If you’d like to speak to someone from one of these groups about their experience as an employee, please let one of the Made Tech Talent Team know.

The groups are:

• antiracist-activists
• disability
• lgbtqiaplus-allies-and-activists
• neurodiversity
• parents-carers
• womxn-in-tech

Benefits

We are always listening to our growing teams and evolving the benefits available to our people. As we scale, as do our benefits and we are scaling quickly. We've recently introduced a flexible benefit platform which includes a Smart Tech scheme, Cycle to work scheme, and an individual benefits allowance which you can invest in a Health care cash plan or Pension plan. We’re also big on connection and have an optional social and wellbeing calendar of events for all employees to join should they choose to.

Here are some of our most popular benefits listed below:

• 30 days Holiday - we offer 30 days of paid annual leave
• Flexible Working Hours - we are flexible with what hours you work
• Flexible Parental Leave - we offer flexible parental leave options
• Remote Working - we offer part time remote working for all our staff
• Paid counselling - we offer paid counselling as well as financial and legal advice