Lead. Inspire. Deliver Operational Excellence. We’re looking for a dynamic and visionary Head of Solution Operations to join our senior leadership team and take the helm of service delivery for our flagship platform – Graphene. If you're passionate about operational excellence, customer success, and leading high-performing teams, this is your opportunity to make a real impact in a fast-paced, tech-driven environment. About the Role As Head of Solution Operations, you will be accountable for the seamless delivery, stability, and performance of the Graphene solution. You will lead and inspire a talented, cross-functional team across the UK and India, including Level 3 Support and Problem Managers, while closely collaborating with our Managed Services function (Service Delivery, L1, and L2 support). You’ll be at the forefront of customer engagement, spearheading initiatives to drive adoption and ensure our clients realise the full value of Graphene. Joining our senior leadership team, your focus will be on elevating operational standards, enabling continuous improvement, and aligning technical service delivery with broader business goals. Key Responsibilities Lead & Inspire: Manage a high-performing L3 support team across the UK and India. Foster a DevOps culture and drive continuous improvement. Customer Champion: Be the face of Graphene for customers – building relationships, managing escalations, and ensuring client satisfaction through regular engagement. Operational Delivery: Oversee platform releases, testing, and deployments. Ensure a smooth transition from product teams to operations and client-facing teams. Platform Excellence: Drive improvements in observability, automation, and SaaS stability by collaborating with platform and infrastructure teams. Team Enablement: Deliver training, documentation, and knowledge transfer to empower L1 and L2 support teams. Modernisation & Innovation: Lead initiatives around CI/CD, Infrastructure as Code, and operational automation. Strategic Oversight: Contribute to long-term planning for scalability, service innovation, and continuous operational improvement. Cross-Functional Collaboration: Align efforts across platform, infrastructure, product, and support teams. On-the-Ground Leadership: Travel regularly to customer sites and our India office to mentor, support, and align the global team. What You’ll Bring Essential Skills & Experience Proven leadership of global support or operations teams, ideally within SaaS/cloud-native environments. Excellent people leader – you enable and develop high-performing, motivated teams. Strong technical foundation in SaaS, cloud platforms, observability, automation (CI/CD, IaC). Skilled at managing cross-functional teams across time zones and functions. Demonstrated experience in handling critical customer escalations and managing relationships at senior levels. Strong communicator with effective stakeholder management skills. Experience managing budgets and aligning operational delivery with business goals. A strategic thinker with a hands-on approach, embodying PMC’s values and culture. Desirable Skills & Experience Experience in retail technology solutions, both cloud and in-store (e.g., iPaaS, POS, ERP). SaaS product operations experience. Familiarity with Atlassian tools (Jira, Confluence) and product management tools like Aha! Working knowledge of cloud platforms such as AWS or Azure. Degree in Computer Science, Business Information Technology, or a related field (preferred but not essential). Why Join Us? At PMC, we empower retail and technology innovation. You’ll be part of a culture that values collaboration, leadership, and continuous improvement – all while delivering solutions that make a real difference to our clients. This is more than a job. It’s a leadership role where your vision, energy, and expertise will shape the future of our flagship solution.