Head of Projects / Operational Delivery
# Head of Projects / Operational Delivery **WBR** · Leeds · `On-site` 🕒 **Статус:** *Опубликовано: сегодня* · *Источник: Indeed* --- ### About the Role About the Role As the Projects Leader, you will be responsible for overseeing the daily operations and performance of the Projects Team, ensuring customer projects and orders are effectively planned, managed and delivered from initial handover through to successful completion. The role combines team leadership with practical operational involvement, ensuring the team has the support, direction and resources needed to overcome challenges, manage workloads and consistently deliver a high standard of customer service. You will work closely with Sales, Engineering, Technical Services, suppliers and customers to ensure clear accountability, effective communication and timely resolution of issues throughout the project lifecycle. A key part of the role will also involve developing and supporting team members through regular one-to-one meetings, coaching, constructive feedback and clearly defined performance expectations. Key Responsibilities Team Leadership and Development - Lead, encourage and support the Projects Team, promoting a positive working culture built around accountability, collaboration and customer satisfaction. - Conduct regular one-to-one meetings with team members, documenting agreed actions and supporting their ongoing development, wellbeing and performance. - Deliver ongoing coaching, guidance and hands-on support to strengthen individual skills, confidence and consistency across the team. - Serve as the initial escalation point for team members, supporting the prompt and professional resolution of customer, supplier, technical and commercial challenges. - Manage complex or high-risk escalations, engaging the appropriate internal stakeholders and ensuring effective communication until matters are fully resolved. Project and Operational Management - Manage oversight of the project and order pipeline, ensuring activities are appropriately prioritised, assigned and progressed in line with agreed delivery timescales. - Assess new project handovers and order details to confirm accuracy, completeness, technical requirements, commercial consistency and any potential delivery risks. - Ensure project plans, key milestones, outstanding actions, dependencies, risks and customer communications are accurately recorded and regularly updated within company systems. - Track ongoing projects, outstanding work, ageing items, delivery obstacles and overdue actions, taking early action to prevent unnecessary delays. - Organise and coordinate internal and external resources, including engineering schedules, supplier activities and customer availability. - Chair regular team workload and project progress meetings, ensuring responsibilities are clearly assigned and agreed actions are followed through. - Support operational resource planning, including workload distribution, holiday cover and team capacity, to maintain consistent service delivery. - Provide practical operational support during periods of increased demand or staff absence, alongside undertaking other reasonable duties relevant to the position. Customer and Stakeholder Management - Maintain clear, proactive and professional communication with customers throughout the delivery process, providing accurate progress updates and managing expectations effectively. - Develop and maintain productive working relationships with Sales, Engineering, Service Desk, Finance, suppliers and other stakeholders to ensure coordinated delivery across departments. - Ensure projects are formally completed and closed, with all applicable charges raised, records accurately maintained and customers transferred smoothly into ongoing support. Performance, Reporting and Improvement - Review team performance and operational KPIs, using available data to highlight areas requiring attention, potential delivery risks and opportunities to improve performance. - Provide management with clear and accurate reporting on project progress, team capacity, escalations, operational risks and outstanding actions. - Ensure the team consistently follows established processes, documentation templates and quality standards, undertaking regular reviews and checks where appropriate. - Identify and introduce improvements to working practices that minimise delays, increase right-first-time delivery and enhance the overall customer experience. - Assist with the recruitment, onboarding and training of new team members as required. What We're Looking For Experience and Leadership - Previous experience managing, supervising or coaching a team involved in project delivery, service delivery, order management or operational activities within an Managed Service Provider (MSP), IT, Telecoms or wider technology environment. - Strong leadership skills, with the confidence to establish clear expectations pragmatically, conduct constructive discussions and help team members achieve their full potential. - Practical experience conducting one-to-one meetings, managing development plans, assigning workloads and monitoring daily team performance. - Proven ability to coordinate multiple projects and activities while effectively managing competing priorities, dependencies, deadlines and stakeholder requirements. Communication and Problem Solving - A composed and professional approach to managing escalations, supported by good judgement and a focus on finding practical solutions. - Excellent customer communication skills, with the ability to clearly explain project progress, delays, risks and required next steps. - Strong attention to detail, with a commitment to accuracy, accountability and delivering work correctly the first time. - A forward-thinking approach to identifying risks, resolving problems and improving operational processes. - Ability to work effectively with colleagues across different departments while maintaining clear ownership and responsibility for delivery outcomes. Commercial and Technical Awareness - Good commercial understanding, with the ability to review customer orders, project requirements, associated costs, customer charges and supplier obligations. - Confidence working with CRM platforms, ticketing systems, project management tools and supplier portals to maintain reliable records and produce accurate reporting. - A sound understanding of IT services, connectivity solutions, hosted telephony, cloud technologies and engineering delivery would be advantageous. Pay: £34,999.00-£54,999.00 per year Benefits: - Additional leave - Casual dress - Company events - Company pension - Cycle to work scheme - Employee discount - Enhanced maternity leave - Free parking - Health & wellbeing programme - On-site parking - Paid volunteer time - Shuttle service provided - Sick pay - Store discount Work Location: In person
Наблюдалась 2026-10-19, впервые 2026-10-19, источник — Indeed.