About Us:
ICL is a leading London-based digital agency, specialising in website development and bespoke CRM systems. We also provide a comprehensive suite of hosting, support, security and maintenance services, alongside strategic consultancy in B2B and B2C digital marketing. Our expertise spans SEO, PPC, and social media management, serving a well-established portfolio of global clients.
Role Overview:
We are seeking a strategic and detail-oriented Head of Operations to lead and optimise project delivery within our Web Division. Reporting to the Chief Technology Officer (CTO), you will be joining ICL at a pivotal time of transformation and growth. The successful candidate will be instrumental in driving operational excellence, streamlining internal processes, and fostering strong, long-term client relationships.
Key Responsibilities
* Lead the day-to-day operations of the Web Division, including end-to-end project delivery, resource planning, and budget oversight.
* Design, implement, and refine processes to enhance efficiency, scalability, and overall client satisfaction, ensuring alignment with our ‘Magic Process’ SoP.
* Manage, mentor, and support a multidisciplinary team including designers, project managers, developers, digital marketers and support staff.
* Monitor project performance, timelines, and KPIs, proactively identifying and mitigating risks and bottlenecks.
* Champion quality assurance, innovation, and a culture of continuous improvement across the division.
About You
* Proven experience in a senior operations or delivery role within a digital agency or technology-led environment.
* Strong understanding of web development processes and technologies (e.g. WordPress, Laravel).
* Excellent leadership, communication, and stakeholder management skills.
* Comfortable working in a dynamic, fast-paced, and client-facing environment.
* Proactive approach to problem-solving and exceptional attention to detail.
* Commercially minded, with a strong focus on identifying and nurturing recurring revenue opportunities.
What We Offer
* Competitive salary and benefits package.
* Flexible remote working, with occasional in-person meetings as required.
* A supportive, collaborative team culture that values innovation and transparency.
* Opportunities for professional development and mentorship from industry leaders.
* 3–5 years of experience in a senior operations or delivery management role, preferably within a digital agency or technology-focused environment.
* Proven track record in overseeing web operations, including end-to-end project delivery, team leadership, and budget control.
* Hands-on experience with web development processes and platforms such as WordPress, Laravel, or similar CMS/frameworks.
* Strong background in resource planning, performance monitoring, and process optimisation.
* Demonstrated ability to lead cross-functional teams, including designers, developers, marketers, and project managers.
* Familiarity with standard operating procedures (SOPs) and continuous improvement frameworks.
* Excellent communication and stakeholder management skills, with experience managing both internal teams and client relationships.
* Comfortable working in a fast-paced, client-centric environment with competing priorities and tight deadlines.
* Strong analytical thinking and a proactive approach to problem-solving and risk mitigation.