Head of Customer Operations Service Performance, Incident Management, Customer Success Management, Customer Experience Improvement, Operational Governance, Resource Management, Team Leadership, Lancashire (Hybrid 3 days per week)
£100,000 + 15% + Benefits
This is a fantastic Head of Customer Operations opportunity to work with a leading UK-based technology services business, driving the modernisation, enhancement, and continuous improvement of customer operations across first‑line support, service desk, incident management and customer success.
The Head of Customer Operations is a hybrid working role, based in Lancashire 3 days per week, with occasional customer site travel as required.
As Head of Customer Operations, you will lead and optimise end‑to‑end customer support and success across service desk, incident management, first‑line operations, and reporting functions, ensuring predictable, high‑quality customer outcomes at scale.
The Head of Customer Operations will have proven experience managing large, multi‑disciplinary operations within technology or telecommunications services, with strong expertise in incident management, SLA/OLA performance, operational governance, and process improvement.
With a focus on continuous improvement, the Head of Customer Operations will drive operational maturity through automation, standardisation, and data‑led insights, ensuring proactive issue resolution, first‑contact efficiency, and consistent customer experience, while acting as a credible, customer‑facing leader and senior escalation point.
Key Skills
* Experience leading large, multi‑disciplinary customer operations, including service desk, first‑line (NOC/SOC/UC), and customer success teams.
* Proven experience delivering predictable, high‑quality customer outcomes in technology or telecommunications services.
* Strong expertise in incident management, SLA/OLA performance, and operational governance.
* Data‑led approach to real long‑term operational improvement, using metrics, insights, and automation to drive efficiency and consistency.
* Track record of modernising customer operations through standardisation, simplification, and tooling (e.g., AIOps).
* Senior stakeholder management and escalation experience, with focus on proactive customer engagement and satisfaction.
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