Role Purpose
The Operations Manager is responsible for the effective day-to-day delivery of Cobweb’s Support and Managed Services operations. The role ensures that services run smoothly, predictably and in line with agreed standards, priorities and capacity, with a strong focus on execution, control and service quality. Acting as the operational anchor for daily delivery, the Operations Manager ensures customers experience consistent, reliable service from initial transfer to Support through to steady-state managed service support.
A core focus of the role is managing end-to-end service flow across operational teams, ensuring clean handovers, minimal friction and clear ownership between Support, Managed Services, Onboarding and Professional Services. The Operations Manager leads operational performance through their direct reports, translating objectives into clear weekly and monthly delivery plans, balancing competing priorities and ensuring SLAs and service quality targets are consistently met. The role also provides clear operational insight through accurate reporting, proactive issue management and effective escalation.
The Operations Manager plays a key role in continuously improving service delivery and team effectiveness through disciplined process adherence, continuous improvement and the practical use of AI and automation. The role is accountable for reducing rework, avoidable incidents and manual effort, while improving consistency, efficiency and customer experience. Working closely with the Operations Director and other senior stakeholders, the Operations Manager ensures operational delivery remains aligned to Cobweb’s service model, compliance requirements and growth objectives, while building capable, resilient operational teams.
Ideal Candidate
The ideal candidate will be an experienced, delivery-focused Operations Manager with a strong background in managing day-to-day service delivery within a managed services or technology-led environment. They will have a proven track record of keeping complex operational functions running smoothly, balancing service quality, customer experience and capacity across Support and Managed Services. Comfortable operating close to the detail, they will bring structure, pace and discipline to daily operations, ensuring priorities are clear and delivery is predictable.
They will be a confident people manager who leads through clear expectations, coaching and accountability, and who is comfortable managing through direct reports. The successful candidate will demonstrate a continuous improvement mindset, with practical experience simplifying delivery through better processes, automation and the effective use of AI within operations. Collaborative and pragmatic, they will work closely with peers across the business to ensure joined-up delivery, while maintaining a strong focus on operational performance, customer outcomes and compliance.
This is a full-time position based in the UK but will require occasional travel to customer sites, industry and company events, including occasional international travel, as required. The role offers hybrid working, with a typical pattern of four days in the office and one day working from home.
To undertake ad hoc tasks or other duties as required for the role.
Please find more information about the requirements for this role here.
