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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.
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