Head of Operations Manager
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Job Location:
Monthly Salary:
Posted on:
6 hours ago
Vacancies:
1 Vacancy
Job Summary
This is a remote position.
We are recruiting a Head of Operations Manager to act as the Number Two to the Head of Operations within a growing entertainment and amusement business.
This is a senior service-led role with responsibility for operational excellence client satisfaction and team leadership. The successful candidate will bring deep arcade engineering experience combined with strong account management and people leadership capability ensuring service levels SLAs and customer relationships are consistently exceeded.
Requirements
Key Responsibilities
Account & Client Management
Manage and retain a portfolio of key customer accounts
Act as the senior escalation point for operational service and technical issues
Ensure all client relationships are maintained at the highest service standard
Ensure contractual SLAs and KPIs are consistently met or exceeded
Operational & Performance Oversight
Analyse account performance machine data uptime and service metrics
Produce clear and accurate operational and KPI reports for senior leadership and partners
Use performance data and site insights to identify recommend and implement service improvements
Oversee equipment installations removals relocations and machine rotations
Technical & Engineering Leadership
Apply hands-on arcade engineering expertise to support technical decisions and fault resolution
Support teams with complex technical issues and service challenges
Conduct site audits to ensure compliance performance and presentation standards
People Leadership
Lead support and develop Regional Account Managers Service Supervisors Engineers and Cash Collection teams
Drive a high-performance service-focused culture across operational teams
Provide senior operational cover during weekends and holidays when required
Essential Experience & Skills
Minimum 7 years experience as an Arcade Engineer followed by several years in Account Management
Strong service-led account management background (non-sales focused)
Proven people management and leadership experience
Strong analytical capability with the ability to interpret operational and performance data
Experience working with CRM or service management systems
Confident managing escalations stakeholders and operational priorities
Open to candidates anywhere in the UK
Midlands-based candidates preferred
Benefits
Benefits
Company car
Pension scheme
Commission
Gym membership
Required Skills:
Key Responsibilities Account & Client Management Manage and retain a portfolio of key customer accounts Act as the senior escalation point for operational service and technical issues Ensure all client relationships are maintained at the highest service standard Ensure contractual SLAs and KPIs are consistently met or exceeded Operational & Performance Oversight Analyse account performance machine data uptime and service metrics Produce clear and accurate operational and KPI reports for senior leadership and partners Use performance data and site insights to identify recommend and implement service improvements Oversee equipment installations removals relocations and machine rotations Technical & Engineering Leadership Apply hands-on arcade engineering expertise to support technical decisions and fault resolution Support teams with complex technical issues and service challenges Conduct site audits to ensure compliance performance and presentation standards People Leadership Lead support and develop Regional Account Managers Service Supervisors Engineers and Cash Collection teams Drive a high-performance service-focused culture across operational teams Provide senior operational cover during weekends and holidays when required Essential Experience & Skills Minimum 7 years experience as an Arcade Engineer followed by several years in Account Management Strong service-led account management background (non-sales focused) Proven people management and leadership experience Strong analytical capability with the ability to interpret operational and performance data Experience working with CRM or service management systems Confident managing escalations stakeholders and operational priorities Location Open to candidates anywhere in the UK Midlands-based candidates preferred
Company Industry
IT Services and IT Consulting
Key Skills
- Succession Planning
- Growing Experience
- Expense Management
- Management Experience
- Rackspace
- Laboratory Management
- Senior Leadership
- Operations Management
- Relationship Management
- Leadership Experience
- negotiation
- Taxonomy
