UK Operations Manager
Job Type:
Permanent
United Kingdom
Benefits
£65,000 - £70,000
Hybrid/remote working with occasional travel into London and attendance at key meetings are required.
About the Role
CR3 are currently representing a well-established, global technology business that specialises in delivering cloud-based software and network security solutions to organisations across the education, public sector, and commercial markets. Due to continued growth, they are seeking an experienced UK Operations Manager to lead their UK operational and technical support function.
Reporting directly to the Vice President of Operations, this is a hands-on leadership role where you'll be responsible for managing a small, highly skilled team while remaining actively involved in day-to-day operations. You'll play a key role in ensuring exceptional customer service, driving operational efficiency, and supporting the successful delivery of strategic business initiatives.
Key Responsibilities
Lead, coach and develop the UK-based support and onboarding team, driving performance and fostering a collaborative, high-performing culture.
Ensure the consistent delivery of high-quality technical support, customer onboarding, proof-of-concept (POC) projects and managed service operations.
Manage team capacity, workload allocation and resource planning to meet service level commitments and business objectives.
Monitor operational performance, customer satisfaction and service quality, identifying opportunities to improve processes and efficiency.
Act as the senior escalation point for complex customer and partner issues, coordinating with internal teams to ensure timely resolution.
Work closely with the UK sales team, providing technical expertise during customer meetings, product demonstrations and proof-of-concept engagements.
Collaborate with Product, Engineering and Customer Success teams to ensure operational excellence and positive customer outcomes.
Lead onboarding and ongoing operational engagement for Managed Service Provider (MSP) partners across the UK.
Maintain and enhance operational documentation, procedures and best practice guides.
Identify operational risks and challenges, implementing solutions and escalating where appropriate.
Support the delivery of operational projects, business improvement initiatives and process optimisation.
Partner with international operations teams to drive consistency and alignment across global service delivery.
Requirements
Required Experience
Previous experience in an Operations Manager, Technical Operations Manager or IT Service Delivery leadership role.
Strong background working with server and network hardware, including installation, configuration and troubleshooting.
Experience supporting Microsoft technologies including Active Directory, Group Policy and Windows Server networking.
Good understanding of enterprise networking concepts and network troubleshooting.
Knowledge of firewall technologies and network security principles.
Experience deploying and supporting Windows, ChromeOS, macOS and iOS devices.
Strong diagnostic skills across networking technologies including TCP/IP, DNS, Proxy and VPN.
Previous experience supporting sales teams through technical presentations, product demonstrations and proof-of-concept deployments.
Desirable Experience
Experience with Mobile Device Management (MDM) platforms including Microsoft Intune, SCCM or JAMF.
CCNA certification or significant enterprise networking experience.
Exposure to cloud technologies including Microsoft Azure, Entra ID (Azure Active Directory) and AWS.
Experience working with web filtering, content filtering or wider network security solutions.
This is an excellent opportunity to join an innovative and growing technology business where you'll have the autonomy to shape UK operations, influence business improvements and play a key role in delivering outstanding customer experiences.