Head of Client Operations
Salary: up to £120K- 130K + Bonus
Hybrid, London
A Head of Client Operations is required to join one the the UK's leading Financial Services Software businesses, in London.
The Head of Client Operations will take ownership of the the client journey, ensuring clients receive exceptional support, swift incident resolution, and a seamless upgrade experience. This role leads a highly capable team of Service Delivery Managers and Support Analysts who are responsible for managing customer-reported issues, resolving software defects, and coordinating upgrades to safeguard platform stability and performance. A deep understanding of customer needs, coupled with strong engagement strategies, will be essential to delivering a consistently smooth experience across our products and services.
Experience and Knowledge
* A strong track record of leading customer-centric operational functions within enterprise software or SaaS environments.
* Deep expertise in major incident and service management, with a focus on restoring service quickly and protecting customer confidence.
* Extensive experience planning and executing software releases and platform upgrades, ensuring seamless transitions and minimal operational impact.
* Demonstrated success in transforming support operations, embedding scalable processes, and driving measurable improvements in service quality.
* Proven ability to lead and develop high-performing technical teams while working in close partnership with Engineering to strengthen system resilience.
* Advanced understanding of SLA governance, service performance reporting, and ITSM best practices, underpinned by strong analytical and organisational change capability.
* A product-focused mindset, with clear evidence of influencing customers to embrace core product functionality and best practice adoption over bespoke modification
Responsibilities & Duties
* Lead enterprise-wide incident and problem management, ensuring rapid resolution, SLA performance, and minimal customer impact.
* Embed proactive monitoring, intelligent automation, and real-time performance insight to reduce incident frequency and severity.
* Leverage service analytics to drive continuous improvement in product quality and customer experience.
* Own root cause analysis and systemic remediation to prevent recurrence and strengthen platform resilience.