Head of Operations
Head of Operations
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Job Description
Simpson Associates transforms raw data into actionable insights that drive positive change.
Our Microsoft data expertise our specialist sector knowledge plus our innovative and trusted advice and guidance are just some of the reasons clients choose to work with us.
Our mission is to help purpose-led organisations from within the public and private sectors to harness data as a lever for change and enable them to realise business value more quickly. We provide the full range of services to support organisations on their data transformation journey. From advisory support and data strategy to developing Data & AI solutions right through to providing a range of managed services.
We are a Microsoft Solutions Partner holding Specialisations in AI Platform on Microsoft Azure Analytics on Microsoft Azure Data Warehouse Migration to Microsoft Azure and Migrate Enterprise Applications to Microsoft Azure as well as holding Solutions Partner designations in Data & AI (Azure); Digital & App Innovation (Azure); Infrastructure (Azure) and Security.
But its not just about the badges. We are proud to be recognised as the winner of the 2024 Microsoft Community Response Partner of the Year award reflecting our dedication to using technology for positive change. We are also a Databricks partner and an IBM Gold Partner specialising in Cognos Analytics and Planning Analytics.
With offices in York and Sheffield and a team based throughout the UK we champion creativity innovation and collaboration in the workplace.
The Role
The role of Head of Operations is pivotal to the effective execution of key business processes particularly in support of delivery. The role provides essential support to the COO to manage business performance in service execution across the entire client portfolio.
The Head of Operations will with the support of their team have an in-depth understanding of all client projects and services monitoring resourcing risk budgets and delivery. A key facet of the role will be operating an effective scheduling function to make the best use of the consulting community and maintaining a good level of utilisation.
Key Responsibilities
Resource Management
- Manage the resource scheduling team providing direction and acting as an escalation point for resource allocation issues.
- Lead on capacity forecasting and planning. Inform the decision making on recruitment needs for permanent and contract hires.
- Working with Heads of Delivery and Managing Principals maintain appropriate staffing levels and skill mix on projects to ensure profitability.
- Build strong relationships with the Sales team to develop and maintain a clear forecast of demand.
- Monitor consultant utilisation and productivity across the portfolio. Highlight upcoming availability and raise awareness of any consultant bench time.
- In conjunction with Heads of Delivery identify skills gaps and development needs within the delivery team.
- Be able to work across the portfolio to identify creative options to meet demand and spot opportunities for resource moves where necessary based on knowledge of the delivery status of projects.
Portfolio Management
- Maintain a dashboard of health across the client portfolio. With the support of delivery and finance teams track key project and service information relating to client and internal outcomes.
- Check that all project statuses are known and correct and the relevant documentation and controls exist as projects move through gates or into subsequent phases.
- Ensure key project and service documentation is maintained across the client portfolio.
- Monitor and report on project and service KPIs highlighting significant deviations from plan.
- Ensure the COO is fully aware of all delivery risks and issues arising in the portfolio.
Operations
- Lead on daily weekly and monthly business operations activities. Ensure the business follows the operating model and processes in use at that time.
- Work with Sales Delivery and Finance teams to make sure that key client service execution flows end to end. Identify point of friction and seek to resolve these.
- Liaise with the People team to make sure the joiner and leaver processes operate effectively for consultants.
- Support the process for security clearance for consultants and understand the impact of this on scheduling.
Delivery Collaboration
- Work with delivery leads to understand monitor and report internally on status budgets risks and issues.
- Support Heads of Delivery and Managing Principals with scheduling needs.
- Ensure escalations on client delivery and scheduling are dealt with effectively. Develop and implement an appropriate escalation matrix.
Process Improvement
- Identify opportunities for process improvement and delivery efficiency in the end-to-end client lifecycle.
- Guide the consultant community on use of the operating model and processes within the business.
- Assist in the delivery of business change and help embed this effectively. Help keep the business working within the ISO quality framework.
Stakeholder Management
- Build strong relationships across key business functions; Sales Delivery Finance and People teams. Leverage these relationships to keep the business operating effectively and unblock specific issues particularly those related to scheduling.
- Be seen as a trusted source of information pertaining to the health of the entire client portfolio. Keep the COO fully informed of issues and support the broad senior leadership team here too.
- Be confident enough to justify or explain to the consultant community key scheduling decisions.
- Willing to challenge delivery leads and principal consultants and hold them to account on producing key delivery artefacts.
- Can pick up client communication where necessary to keep them informed around project or service updates.
Skills and Attributes Required
- 3 years experience in professional services operations.
- Knowledge of project management and service management principles (PRINCE2 Agile and ITIL advantageous).
- Strong attention to detail and able to demonstrate competence working with data and producing business KPIs and other information.
- Experienced with Microsoft Office tools and in particular able to work in depth with Excel.
- Can evidence strong stakeholder management across different types of departments in a business (Sales Delivery People Finance) and can influence to get things done.
- Has helped to embed business change across an organisation.
- Process-driven mindset with experience of establishing and improving professional services delivery procedures.
- Experience of capacity planning and resource scheduling in a professional services environment.
- Strong people management skills and able to manage a team in the operations and scheduling space.
- Good financial literacy and able to work with project budget and cost management.
- A good level of knowledge and experience of the commercial aspects of running a professional services business.
- Had worked in a complex fast paced environment and collected and learned from feedback putting this into action to inform improvement activity.
Employment Type
Full Time
