Operations Manager

Who We Are

Spector was established in 2002 to solve a straightforward problem: businesses deserved better IT support than what was on offer. Over 23 years later, that principle hasn't changed.

We help business leaders take control of their technology with clarity and confidence. We don't just react to problems. We build a road map that aligns IT with business goals, giving our clients the certainty to focus on what they do best.

Our approach is simple: Simplify, Standardise, Secure. We put people first. Whether it's a team member with a simple question or a CEO dealing with a business-critical issue, we put ourselves in their shoes and own it until the right outcome is achieved. That mindset drives our high client retention and attracts the kind of clients we want to work with.

The Challenge

We have a growing base of great clients with high expectations. They rely on us to keep their businesses running smoothly, securely, and without interruption. As we scale, the complexity of delivering consistent, high-quality service across both our service desk and project teams increases.

We need someone to build and refine the engine that powers our delivery. Our clients and our engineers need a leader who listens, standardizes processes, and genuinely cares about the operational outcome. Not someone who just ticks boxes or manages the status quo.

The technology landscape moves fast, and our service delivery must evolve with it. That means the person leading this team needs to have a real fire in their belly for operational improvement, a keen eye for detail, and the ability to drive accountability. We’re looking for someone to own the operations function and execute the next stage of our growth.

What The Right Candidate Looks Like

• You lead with clarity and trust. Your team respects you because you communicate clearly, set the standard, and always follow through. You bring calm and confidence to every interaction, whether you are guiding an engineer through a complex issue or handling a high-level client escalation.
• You are operationally driven. You enjoy identifying process gaps, building better systems, and tracking the metrics that matter. You own your numbers—from tracking gross margins and third-party costs to capacity planning—ensuring the team runs profitably and efficiently.
• You're improvement-minded. You naturally look at service delivery through a lens of continuous improvement. You evaluate technology, shape technical strategy, and are always looking at how we can do things better to mature our operations.
• You're organised. Detail matters. You stay on top of your budgets, project delivery timelines, and service metrics. Nothing falls through the cracks.
• You're a strategic team player. You understand that exceptional client satisfaction depends on how well we execute internally. You manage relationships inside the business seamlessly and are ready to contribute to the overall company strategy as a key member of the leadership team.

What You'll Be Doing

Owning the operations and service delivery function across Spector. That means being the driving force behind both our service desk and project teams, ensuring we deliver world-class IT support every single day.

You'll be managing capacity, overseeing operational budgets, and refining and define our delivery processes. You’ll be the bridge between our clients' needs and our technical delivery, stepping in as the escalation point to ensure client complaints or project issues are resolved optimally.

Operational consistency, team profitability, and project success sit squarely with you. You'll be the person who spots a service gap before it becomes a problem, the person who mentors our engineering team, and the leader who aligns our internal processes with our future vision.

Why Spector

We've always believed in a win/win approach for our staff and our clients. We invest in our people and we back them to do great work. The team here is experienced, supportive, and focused on the right things.

We protect people and business technology so our clients can focus on growing their businesses without the fear of downtime or cyber threats. If that sounds like work worth doing, we'd like to hear from you.

Responsibilities

Service & Operations Management

• Oversee and optimise both the service desk and project delivery to ensure world-class IT support.
• Identify service gaps, implement corrective actions, and drive continuous service improvement.
• Oversee the development and improvement of internal processes and systems.

Client Relations

• Build and maintain strong client relationships, ensuring their IT needs are understood and met.
• Be the primary contact point for our valued client point of contacts, in relation to operational output.

Team & Financial Leadership

• Own recruiting, training, and managing the Operations Team, including capacity planning.
• Own the operations budget, manage third-party costs, and track gross margins to ensure team profitability.

Company Strategy & Direction

• Serve on the leadership team, contributing to Spector's overall company strategy.
• Harness technical team ideation into actionable outcomes

Requirements

• Minimum 3 years operating in a B2B professional services or consulting environment, supported by a Bachelor's degree and relevant management post-graduate education.
• Proven experience leading and managing a team, with a results-oriented approach to driving performance and creating an environment of accountability.
• Outstanding organizational, planning, time-management, and decision-making skills, coupled with strong problem-resolution abilities.
• Excellent interpersonal, communication, and negotiation skills, backed by a highly client-focused mentality.
• Practical experience evaluating technology and developing strategic roadmaps aligned with emerging market trends.