Head of Service and Operations

Location: Edinburgh, Glasgow or London (Hybrid - 2 days per week in office)Salary: £70,000 - £80,000 + Bonus + Benefits including private medical, critical illness, income protection, generous holidays.

This is a brand-new leadership position created to shape and scale the Service Delivery and Operations function in a fast-growing SaaS environment. You'll have the autonomy to define strategy, implement best practices, and introduce automation and AI to transform how services are delivered.

You'll work at the intersection of technology and business, influencing operational performance, cost optimisation, and service quality. If you thrive on building structure, driving change, and leading teams through growth, this is your opportunity to make a real impact.

1. Be the connector across the business - align Engineering, Product, and Sales to deliver operational efficiency.
2. Develop a commercially established Service Delivery Model - review current processes and propose improvements for change, problem, and incident management.
3. Build a transformation road map - assess current levels, implement automation and AI tools, and create data-driven dashboards using Power BI.

• Lead and drive new process across the Service Delivery Model, embedding automation and AI into processes.
• Drive operational excellence through data-led decision-making and Power BI dashboards.
• Manage Azure infrastructure costs and produce accurate proposals for internal planning.
• Act as the glue across technical and commercial teams to deliver seamless service.
• Review and improve change, problem, and incident management functions.

• Proven experience leading service delivery or operations functions in a tech-driven environment.
• Strong knowledge of Microsoft Azure (cost management, monitoring).
• Familiarity with ITIL frameworks and ITSM tools (Halo or similar).
• Experience implementing automation and AI within service management.
• Data-led mindset with hands-on experience using Power BI or similar tools.
• Excellent stakeholder management and communication skills.

Desirable:

• ITIL Certification
• Azure Certifications
• Financial services or SaaS experience

Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.