- Location
- Barcelona, ESP, Spain
- Workplace
- Hybrid
- Type
- Full-time
- Department
- Operations
- Source
- Workday
Description
As a Head Of Operations, you will lead a team of approx. 40–50 people, covering:
- Application Support (ITIL-based Service Desk)
- Customer Onboarding & Go-Live (SaaS implementation)
- Operational governance & internal processes
Your impact will be tangible and strategic:
Operational Governance & Performance
- Define and implement clear operational structure and accountability
- Monitor and improve SLAs, KPIs and service quality
- Ensure proper resource allocation and workload planning
- Shift from reactive support to a predictive, performance-driven model
Process Optimization & Scalability
- Map, standardize and optimize operational workflows
- Eliminate inefficiencies and reduce manual effort
- Implement scalable processes aligned with a SaaS environment
- Build a strong KPI and reporting culture
Automation & AI Enablement
- Identify opportunities for automation across support and onboarding
- Promote AI-driven tools (intelligent ticketing, knowledge automation, predictive insights)
- Define clear metrics to measure impact
- Support teams in evolving their roles alongside technology
Leadership & Change Management
- Lead experienced team leaders and drive cultural evolution
- Communicate change clearly and constructively
- Build engagement around results, ownership and continuous improvement
- Act as a key bridge between Operations, Product/Engineering, Sales and HR
This is a transformation role, focused on results, structure and long-term scalability.
Skills
Change ManagementITIL