Head of Operations

Overview

Simpson Associates transforms raw data into actionable insights that drive positive change. Our Microsoft data expertise, specialist sector knowledge, and innovative advice help clients realise business value quickly. We provide services from advisory support and data strategy to developing Data & AI solutions and managed services. We are a Microsoft Solutions Partner with multiple Specialisations and designations, and we are recognised for our work with award and partnerships in Databricks and IBM Cognos.

With offices in York and Sheffield, and a team based throughout the UK, we champion creativity, innovation and collaboration in the workplace.

The Role

The Head of Operations is pivotal to the effective execution of key business processes, particularly in support of delivery. The role provides essential support to the COO to manage business performance in service execution across the entire client portfolio. The Head of Operations will, with the support of their team, have an in-depth understanding of all client projects and services, monitoring resourcing, risk, budgets, and delivery. A key facet of the role will be operating an effective scheduling function to make the best use of the consulting community and maintaining a good level of utilisation.

Key Responsibilities Resource Management

• Manage the resource scheduling team providing direction and acting as an escalation point for resource allocation issues.
• Lead on capacity forecasting and planning. Inform the decision making on recruitment needs for permanent and contract hires.
• With Heads of Delivery and Managing Principals, maintain appropriate staffing levels and skill mix on projects to ensure profitability.
• Build strong relationships with the Sales team to develop and maintain a clear forecast of demand.
• Monitor consultant utilisation and productivity across the portfolio. Highlight upcoming availability and raise awareness of any consultant bench time.
• Identify skills gaps and development needs within the delivery team in conjunction with Heads of Delivery.
• Work across the portfolio to identify options to meet demand and spot opportunities for resource moves based on project delivery status.
• Maintain a dashboard of health across the client portfolio. Track key project and service information with delivery and finance teams.
• Ensure project statuses, documentation and controls exist as projects move through gates or into subsequent phases.
• Ensure key project and service documentation is maintained across the client portfolio.
• Monitor and report on project and service KPIs, highlighting significant deviations from plan.
• Keep the COO fully informed of delivery risks and issues arising in the portfolio.

Operations

• Lead on daily, weekly, and monthly business operations activities. Ensure the business follows the operating model and processes in use.
• Collaborate with Sales, Delivery, and Finance to ensure end-to-end client service execution flows. Identify friction and resolve it.
• Liaise with the People team to ensure joiner and leaver processes operate effectively for consultants.
• Support the security clearance process for consultants and understand the scheduling impact.

Delivery Collaboration

• Work with delivery leads to understand, monitor and report status, budgets, risks and issues.
• Support Heads of Delivery and Managing Principals with scheduling needs.
• Ensure escalations on client delivery and scheduling are dealt with effectively. Develop and implement an escalation matrix.

Process Improvement

• Identify opportunities for process improvement and delivery efficiency in the end-to-end client lifecycle.
• Guide the consultant community on use of the operating model and processes within the business.
• Assist in delivering business change and embed this effectively. Help keep the business aligned with ISO quality framework.

Stakeholder Management

• Build strong relationships across Sales, Delivery, Finance, and People teams to keep the business operating effectively and unblock issues related to scheduling.
• Be a trusted source of information on the health of the client portfolio and keep the COO and senior leadership informed.
• Explain scheduling decisions to the consultant community and challenge delivery leads and principal consultants when needed.
• Be willing to pick up client communications to keep them informed on project or service updates.

Skills and Attributes Required

• 3+ years' experience in professional services operations.
• Knowledge of project management and service management principles (PRINCE2, Agile, and ITIL advantageous).
• Strong attention to detail and ability to work with data and produce KPIs and other information.
• Experienced with Microsoft Office tools, particularly Excel.
• Strong stakeholder management across Sales, Delivery, People, and Finance with the ability to influence.
• Experience embedding business change across an organisation.
• Process-driven mindset with experience establishing and improving delivery procedures.
• Experience with capacity planning and resource scheduling in a professional services environment.
• Strong people management skills and ability to manage a team in operations and scheduling.
• Good financial literacy and ability to work with project budgets and cost management.
• Knowledge of the commercial aspects of running a professional services business.
• Experience operating in a complex fast-paced environment and using feedback to drive improvements.