Operations Manager

Reporting To: Operations Director

Overview

We are seeking an experienced and highly organised Operations Manager to oversee customer project delivery, commercial administration and operational improvement. The role will coordinate multiple customer projects, maintain oversight of customer accounts, and ensure monthly billing and invoicing processes are accurate and timely.

The successful candidate will provide operational oversight across customer delivery, acting as a senior point of contact for customers and internal teams. They will help ensure projects are delivered on time, within budget and to a high standard, while maintaining accurate billing and strong long-term client relationships.

Key Responsibilities

Commercial and Operational Management

• Monitor project profitability and financial performance.
• Assist in the preparation of project proposals, statements of work and customer contracts.
• Ensure projects adhere to company policies, governance standards and contractual obligations.
• Provide mentorship and guidance to junior project managers and support consistent project management practices across the team.
• Contribute to strategic planning and operational improvement initiatives.

Billing and Invoicing

• Manage monthly billing cycles and ensure all chargeable work is accurately recorded.
• Review timesheets, project costs and contractual billing requirements.
• Prepare and approve customer invoices in accordance with agreed commercial terms.
• Liaise with finance teams to ensure accurate revenue recognition and billing compliance.
• Resolve invoicing queries and discrepancies promptly and professionally.

Project Management

• Manage the full lifecycle of multiple concurrent projects from initiation through to completion.
• Develop detailed project plans, schedules, budgets and resource allocations.
• Monitor project progress and proactively manage risks, issues and dependencies.
• Facilitate project meetings and provide regular status reports to customers and senior management.
• Ensure projects are delivered on time, within scope and within agreed budgets.
• Coordinate internal teams and third-party suppliers to achieve project objectives.
• Drive continuous improvement in project delivery processes and standards.

Customer Account Management

• Act as the primary point of contact for assigned customer accounts.
• Build and maintain strong, long-term relationships with key stakeholders.
• Conduct regular customer review meetings to discuss ongoing projects, performance and future requirements.
• Identify opportunities for additional services and business growth.
• Ensure high levels of customer satisfaction through proactive communication and issue resolution.

Required Skills and Experience

Essential

• Minimum 5 years' experience managing medium to large-scale projects.
• Proven experience in customer account management.
• Experience managing billing runs, invoicing processes and commercial project reporting.
• Strong understanding of project management methodologies and best practices.
• Excellent stakeholder management and communication skills.
• Experience managing project budgets and financial forecasting.
• Strong organisational and prioritisation skills.
• Proficiency with Microsoft 365, Excel and project management tools.
• Ability to manage multiple priorities in a fast-paced environment.

Desirable

• PRINCE2 Practitioner, PMP or equivalent project management certification.
• Experience within software, IT services or professional services organisations.
• Knowledge of contract management and service delivery frameworks.
• Experience with CRM, ERP and finance systems.
• Understanding of the software development lifecycle

Personal Attributes

• Customer-focused with a strong commercial awareness.
• Highly organised and detail-oriented.
• Confident decision-maker with strong problem-solving skills.
• Collaborative team player and strong leader.
• Proactive and self-motivated.
• Professional, approachable and able to build trust with customers and colleagues alike.

Key Performance Indicators (KPIs)

• Successful delivery of projects to agreed timelines and budgets.
• Customer satisfaction and retention levels.
• Accuracy and timeliness of monthly billing and invoicing.
• Project profitability and revenue performance.
• Reduction in outstanding billing queries.

Salary: Competitive, dependent on experience
Benefits: Pension, holiday allowance, hybrid working, training and professional development opportunities.

Please click on Apply Now and email your CV and covering letter.