Head of Customer Operations - Lancashire (Hybrid)

Head of Customer Operations – Service Performance, Incident Management, Service Desk, Customer Experience Improvement, Operational Governance, Resource Management, Team Leadership, ITIL, 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 ITIL service and 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 as Head of Customer Operations:

• Experience leading large, multi-disciplinary customer operations, including service desk incident management, 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.
• ITIL Certified (Desirable)

This is an exceptional Head of Customer Operations opportunity to own, improve, modernise, and transform end-to-end customer operations.

Key Skills: Service Performance, Incident Management, Service Desk, Customer Experience Improvement, Operational Governance, Resource Management, Team Leadership, ITIL, Lancashire (Hybrid – 3 days per week)

*PLEASE READ BEFORE APPLYING*

This is a hybrid working position, able to commute to Lancashire 3 days per week. Proven experience leading multi-disciplinary customer operations, notably Incident Management, and driving real long-term customer service improvement is essential.