Head of Operations

2 weeks ago

Manila, National Capital Region, Philippines Bespoke (https:bespoke) Full time

Product Management & Development (Information & Communication Technology)

Full time

Add expected salary to your profile for insights

We are seeking a highly motivated and experienced Operations Manager to join our dynamic team at Bespoke XYZ. As a leading Power Platform expert, we are dedicated to revolutionising business processes and driving growth. The Operations Manager will play a crucial role in overseeing resource allocation, managing workflows and maintaining efficient processes across project and support operations.

It's fair to say that we're at a pivotal chapter in our growth story, so we need someone who is; ambitious, passionate and self-motivated, who wants to beinstrumental in our evolution.

From Healthcare and Real Estate to Aerospace and Manufacturing - we work across a variety of different sectors. If they are running a manual process, or producing paper reports, we know that we can make them more efficient and save them valuable time.

Power Platform adoption is set to increase exponentially over the coming years, and we fully intend to build on our Low-Code Application Advanced Specialisation status and stay at the forefront of what we do by continually delivering the best solutions to our clients.

What we need from you.

We need someone who is astute, with exceptional attention to detail, who has experience working as part of a high-performing Operations function.

Key Responsibilities

Project Operations:


• Forecasting and Booking of Development/Project Management Resources: Collaborate with project managers and account managers to forecast resource needs and efficiently book development and project management resources.


• Resource Optimisation: Ensure maximum output of the team by optimising resource booking and allocation, considering project requirements and skillsets.


• Backlog Management: Understand project backlog and identify opportunities for resource utilisation to support project delivery and business growth.


• Process Implementation: Maintain, revise, and apply booking processes with project managers and account managers to ensure adherence to operational standards and efficiency.


• Stakeholder Communication: Maintain constant communication with all stakeholders to ensure transparency of operations and address any resource-related issues or concerns.


• Capacity Analysis: Perform actual vs forecast analysis of capacity utilisation and provide insightful commentary to support decision-making processes.

Support Operations:


• Customer Onboarding: Oversee the onboarding process for new customers, ensuring a smooth transition and alignment with service level agreements (SLAs).


• SLA Management: Monitor SLAs and handle escalations effectively, ensuring timely resolution of support issues and maintaining high levels of customer satisfaction.


• Renewal Management: Manage customer renewals and proactively engage with clients to ensure ongoing satisfaction and retention.


• Reporting: Generate and analyse reports on support operations, highlighting key metrics and areas for improvement.


• Process Maintenance: Maintain and optimise support processes to ensure efficiency and alignment with business objectives.

Line Management and Skills Development:


• Line Management: Provide line management support to team members, including holiday and sickness planning, performance management, and career development.


• Skills Matrix Maintenance: Maintain an up-to-date skills matrix to ensure the best utilisation of resources on each project and support task.


• Budget Tracking: Track actual vs budgets and flag any potential overspend to be addressed prior to resource booking.

You will have:

  • Proven experience in operations management roles, preferably in the technology sector.
  • Strong understanding of project management principles and methodologies.
  • Analytical mindset with the ability to analyse data and make informed decisions.
  • Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams.
  • Qualifications in business administration, operations management, or a related field
  • Experience in resource planning, capacity management, and process optimisation.
  • Knowledge of service level agreements (SLAs) and customer support best practices

What you'll get in return

Joining Bespoke means becoming part of a dynamic and innovative team dedicated to driving business growth and success. As Operations Manager, you will have the opportunity to make a significant impact on our operations, contribute to our continued success, and advance your career in a fast-paced and supportive environment.

Role Specifics


• Salary dependent on experience

Your application will include the following questions:

What's your expected monthly basic salary?

How many years' experience do you have as a Head of Operations?

How would you rate your English language skills?

How many years of people management experience do you have?

How many years of project management experience do you have?

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