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Senior Client Operations Manager
Circular Economy Systems (CES)Senior Operations Manager leading Client Operations for CES, focusing on service performance during a strategic growth phase. Overseeing Contact Centre and Technical Support for enterprise clients.
About the role
Key responsibilities & impact- Own the end‑to‑end Client Operations model across Contact Centre and Technical Support services
- Translate CES strategy, growth plans, and technology roadmap into effective operational outcomes
- Act as the senior operational escalation point for high‑impact issues and risk‑based decisions
- Ensure service performance, SLAs, quality standards and operational controls are consistently met
- Lead Contact Centre service performance, quality and customer experience outcomes
- Embed process and technology improvements to drive efficiency, consistency and reliability
- Maintain service stability and client confidence during periods of operational or technology change
- Own client operational engagement, governance, performance reporting and executive communications
- Ensure clear accountability, escalation pathways and service transparency
- Maintain enterprise‑grade SLAs for client‑facing IT Support services
- Lead uplift of support practices in line with evolving CES technology platforms
- Strengthen knowledge management, documentation, tooling and team capability
- Ensure support models are scalable, resilient and aligned to future platform needs
- Lead operational engagement with enterprise‑level clients, including SLA and performance reviews, incident, service and release communications, executive‑level briefings and updates
- Uplift management processes, governance and communications
- Ensure consistent incident handling across client‑facing and internal services
- Embed post‑incident learning and continuous improvement practices
- Maintain clear traceability between incidents, fixes and releases
- Provide senior leadership and oversight to Contact Centre and Support teams
- Coach and support experienced team leaders to drive strong day‑to‑day performance
- Remove blockers, uplift operational discipline and build leadership capability
- Step in operationally when required during critical service periods
- Maintain SLA performance for CES internal IT Support services
- Improve onboarding, offboarding and day‑to‑day support experiences
- Strengthen vendor coordination and service quality outcomes
Requirements
What you’ll need- 8-12+ years’ experience in senior operations, service delivery or client operations roles
- Proven experience managing enterprise‑level client relationships
- Background in Contact Centre, IT Support or Service Desk environments
- Experience operating in SLA‑driven, high‑availability service models
- Executive‑level communication and stakeholder management
- Operational governance and incident management expertise
- Process improvement and service optimisation
- Ability to lead teams through complexity and change
Benefits
Comp & perks- Inclusive culture
- Hybrid and flexible working
- Career development opportunities
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
service deliveryincident managementprocess improvementservice optimisationSLA managementoperational governanceclient operationsperformance reportingrisk managementknowledge management
Soft Skills
executive communicationstakeholder managementleadershipcoachingproblem-solvingteam managementoperational disciplineadaptabilityclient engagementcontinuous improvement