Operations Manager

Operations Manager - Telecommunications

Location: Wakefield, UK Type: Full-Time, Permanent

About the Company

We are working with a well-established and growing telecommunications reseller providing a comprehensive suite of solutions to Small and Medium-sized Enterprises (SMEs) across the UK. Our core offerings include hosted telephony (VoIP platforms), business mobiles, and a range of connectivity services. With a strong commitment to customer service and a recent period of expansion, we are looking to strengthen our internal operations and are seeking a dynamic Operations Manager to lead this initiative.

The Role

This is a newly created, critical role for an experienced Operations Manager to join their team in Wakefield. The primary objective is to build, implement, and manage robust operational processes that will scale with the company's growth. The successful candidate will be responsible for defining and optimizing workflows across the business, from initial customer on-boarding and provisioning to ongoing support and service delivery. This is a hands-on role for a strategic thinker who enjoys building from the ground up.

Key Responsibilities

• Process Development: Design, document, and implement efficient and scalable operational processes for all key business functions, including:

  • Provisioning: Ensuring a smooth and timely setup of new customer services (VoIP, mobiles, connectivity).

  • Customer Support: Establishing clear protocols for managing support tickets, escalations, and incident resolution.

  • Supplier Management: Optimizing relationships and workflows with key network and platform suppliers.

  • Billing & Finance: Collaborating with the finance team to streamline billing cycles and reporting.

• Team Leadership: Lead, mentor, and develop a high-performing operations team, fostering a culture of accountability and continuous improvement.

• Performance Monitoring: Define and track key performance indicators (KPIs) and service level agreements (SLAs) to measure operational effectiveness and identify areas for improvement.

• Operational Excellence: Drive a culture of continuous improvement, regularly reviewing processes and technologies to enhance efficiency and customer satisfaction.

• Stakeholder Collaboration: Work closely with the sales, technical, and finance teams to ensure a seamless end-to-end customer journey.

• Project Management: Oversee and manage operational projects, such as the introduction of new software tools or service offerings.

• Reporting: Provide regular updates and reports to the senior leadership team on operational performance, challenges, and successes.

Required Skills & Experience

• Essential: A minimum of 3-5 years of experience in an Operations Manager or similar senior operational role within the telecommunications industry.

• Essential: A proven track record of building and implementing operational processes from scratch.

• Strong knowledge of:

  • Hosted Telephony / VoIP platforms (e.g., Gamma Horizon, 3CX, Mitel, Avaya, 8x8).

  • Mobile communications and provisioning.

  • Broadband and connectivity services (e.g., FTTC, FTTP, Leased Lines).

• Leadership: Experience in managing and motivating a team.

• Analytical Skills: The ability to use data and metrics to drive decision-making and identify operational inefficiencies.

• Communication: Excellent verbal and written communication skills, with the ability to articulate complex processes to both technical and non-technical stakeholders.

• Problem-Solving: A proactive and logical approach to identifying and resolving issues.

What We Offer

• A competitive salary and benefits package.

• The opportunity to build and shape the operational function of a growing company.

• A collaborative and supportive work environment.

• Professional development opportunities.