Job Description: Head of Operations ABOUT US Bluestar Software provide a variety of software solutions and services, primarily in the Criminal Justice sector, using our patented and award winning Corvus™ infrastructure. Projects may involve deployment of existing modules, bespoke development, consultancy, training, and data recovery as well as providing cost-effective and scalable hardware solutions. As part of the Jonas Group of companies, we offer excellent opportunities for progression throughout UK and globally. WHAT YOU’LL BE DOING The Head of Operations oversees the daily operations of customer support and project delivery, ensuring efficient workflow and resource allocation. This role requires a strategic leader with experience in managing customer support teams and delivering projects within the UK policing sector. Key to making a success of this role will be your ability to bring technical teams together in matrix management to deliver the desired outcomes for the company and the customer. This is a key role in Senior Leadership Team, reporting to the Managing Director. ROLE RESPONSIBILITIES Key Responsibilities: Customer Support Management: Oversee and manage the daily operations of the customer support team Implement customer service policies and procedures Ensure customer service representatives are trained and knowledgeable about products or services Resolve complicated customer complaints and queries Analyse customer service data and statistics to identify trends and improve customer service Maintain high levels of customer satisfaction, aiming for long-term customer engagement Prepare for and facilitate regular service reviews with the customers Ensure reports are prepared in a timely manner in line with the contractual requirements. Project Delivery: Coordinate and manage project delivery to ensure timely and successful completion Monitor project timelines, address operational issues, and ensure compliance with industry standards Ensure projects are clearly scoped, resourced, and that deliverables and milestones are specified and tracked Manage project issues, risk management, quality assurance, and progress reporting processes Collaborate with senior management to develop strategic plans and drive continuous improvement initiatives Facilitate effective collaborative working between all relevant forces and policing bodies. Team Leadership: Lead and develop the customer support and project delivery teams to enable high performance Create a motivating environment for staff within the teams Provide guidance and feedback for improvement. Financial and Resource Management: Manage budgets and ensure projects are delivered within financial constraints Lead the budget planning process for customer support and project delivery. Stakeholder Management: Manage complex senior stakeholder relationships to ensure support for and integration with the programme Act as an ambassador for the company, maintaining productive relationships with internal and external stakeholders. Qualifications & Experience: Proven experience in operations management, particularly within the UK policing sector Strong leadership and team management skills Excellent stakeholder management and communication skills Ability to manage complex projects and deliver results within tight deadlines Knowledge of relevant legislative constraints and collaboration agreements. Key Skills: Leadership: Ability to lead and inspire teams Strong decision-making and problem-solving skills. Customer Support: Expertise in managing customer support operations Proficiency in customer relationship management (CRM) systems. Project Management: Proficiency in project management methodologies (e.g., PRINCE2, Agile) Ability to manage multiple projects simultaneously. Strategic Thinking: Ability to develop and implement strategic plans Strong analytical skills to assess programme performance and impact. Communication: Articulates ideas clearly and effectively Listens actively and responds thoughtfully. Personal Attributes: Integrity: Upholds high ethical standards and transparency Builds trust through honesty and accountability. Resilience: Maintains composure under pressure Adapts to changing circumstances and overcomes challenges. Empathy: Understands and considers the perspectives of others Supports team members and stakeholders through challenges This role is crucial for ensuring the successful delivery of customer support and projects delivery of Bluestar Software. Other desirable but not essential experience: Bluestar Software product knowledge In depth knowledge of the Police and Home Office environment. Other Conditions: As a condition of employment, employees Assist in planning and executing technical projects Create and maintain resource and capability matrix Satisfactorily undergo Security Vetting (at SC level) and continue to do so as and when required on a regular basis to remain in employment Employees must be flexible and able to visit customer sites on an ad-hoc basis which will involve staying away from home for short periods of time Must be able to produce competent, coherent technical and customer documentation using a good standard of written English. WHY JONAS SOFTWARE? Be part of a dynamic and innovative global organisation Competitive compensation and benefits package Opportunities for career growth within our expansive portfolio Join a collaborative environment that champions diversity, equity, and inclusion, creating a space where everyone can excel. WHAT OUR EMPLOYEES SAY ABOUT US See what our employees say about us in the highlights video from our Jonas Annual Business Awards 2023 https://www.jonassoftware.co.uk/insights and our ‘Every Person Matters’ video from our Jonas Annual Business Awards 2024 https://www.jonassoftware.co.uk/why-jonas/people-culture/ ADDITIONAL INFORMATION LOCATION Office/Hybrid (ability to travel, sometimes at short notice) The position is based in the UK. BENEFITS 25 days annual leave 10 days rolling sick plan, including extended illness pay Pension 5% EE and 4% ER (increases after 3 years to a max of 6%) Life Assurance 4x base salary Private Health Insurance Option to join the CSI Employee Share Purchase Scheme Personal Travel Insurance Cycle to Work scheme Electric/Hybrid Vehicle scheme Discounted gym membership Discounted high street retailer scheme. MUCH MORE THAN A BENEFIT Internal Learning & Development programmes Internal Mentor programme Employee Assistance Program (EAP) and Mental Health First Aiders to support you Jonas Europe & Jonas Global networking events (JABAs, GROW, JSA). Join communities, build networks and collaborate with your colleagues across the Global Group. OUR DEIB COMMITMENT Our people define us, and, at Jonas, we believe that diversity in all its forms enriches our organisation and drives innovation. We actively seek to create an environment where all employees feel valued, heard, and empowered to contribute their best work. We do not discriminate on the basis of any protected characteristic and are dedicated to providing equal opportunities for all. Come and be part of a team where your unique background and experiences are celebrated! We strongly encourage applications from candidates of all backgrounds, including those from underrepresented groups such as women, ethnic minorities, people with disabilities, and LGBTQ individuals and we are committed to creating an interview and hiring process that is accessible and inclusive for everyone. FLEX WORKS CULTURE Here at Jonas Software UK & Europe, we see flexibility as a game-changer. We truly believe that working flexibly together helps to increase our innovation, growth and productivity, as well as supports our employees’ wellbeing and helps to provide great places to work. For most roles, the following types of flexibility are usually possible: working location, number of hours/days worked, different start and finishing times, flexible lunch break arrangements, agreed core hours, flexible hours, an element of working from home, compressed hours. Many of our employees work flexibly in many different ways, including part-time. Please talk to us at interview about the flexibility you need. We can’t promise to give you exactly what you want, but we do promise not to judge you for asking. Business Unit: Bluestar Scheduled Weekly Hours: 37.5 Number of Openings Available: 1 Worker Type: Regular Career Site: More About Jonas Software: Jonas Software is the leading provider of enterprise management software solutions to the Country and Golf Clubs, Foodservice, Construction, Fitness & Sports, Attractions, Salon & Spa, Education, Radiology/Laboratory Information Systems, and Product Licensing industries. Within these vertical markets, Jonas is made up of over 65 distinct brands, which are respected and leaders within their own domain. Jonas’ vision is to be the branded global leader across the aforementioned vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of ‘Software for Life’ and as an ambassador for technology, product innovation, quality, and customer service. Jonas Software is the valued technology partner of over 60,000 customers worldwide in more than 30 countries. Jonas employs over 2,000 skilled individuals consisting of a cross-section of industry experts and technology professionals. Jonas is headquartered in Canada and also operates offices throughout North America, the United Kingdom, Europe, Australia New Zealand and Africa. Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the S&P/TSX 60. IS THIS YOU?