Director of Operations

Company: Rezcomm

Location: Exeter Science Park, DevonWorking arrangement: Hybrid – three days per week in the officeContract: Full-time, permanentSalary: £75,000Reports to: Chief Digital Officer, with a dotted-line reporting relationship to the Chief Technology OfficerTeam responsibility: Product, Project Management and SupportAbout RezcommRezcomm is a leading provider of ecommerce, business intelligence and CRM solutions for airports and large venues worldwide.

Our technology helps clients sell products, increase revenue, improve operations and enhance customer experiences.Rezcomm is a growing international business with ambitious plans for the future. As we expand our global reach, we're creating exciting opportunities for talented people to develop their careers, work with leading airports worldwide and play a meaningful role in our success.If you're ambitious, driven and looking for more than just your next job, this is your opportunity to grow with us and help shape our future.The RoleWe have an exciting opportunity for an experienced Director of Operations with a strong technical background in the SaaS or software sector to lead our Product, Project Management and Support teams.Reporting to the Chief Digital Officer and working closely with the Chief Technology Officer, you will take ownership of day-to-day operational performance, ensuring our teams work together effectively to deliver high-quality client solutions, reliable service and commercially successful outcomes.You will lead and develop three established teams through their team leaders, driving accountability, consistent standards and continuous improvement. You will own the execution and development of Rezcomm's operational plan, ensuring business priorities translate into coordinated activity, effective resource utilisation and measurable results.A strong technical understanding is essential. You will provide the vital connection between operational delivery and Technology, ensuring client requirements, technical specifications, delivery plans and resource commitments are aligned. You will oversee the quality and coordination of work across functions, providing guidance and resolving complex operational challenges.This is primarily an internally focused leadership role. Our Project and Support teams lead client-facing delivery, with the Director of Operations providing senior technical guidance, operational support and escalation management where required.Key ResponsibilitiesOperational leadership and performance: Lead, manage and develop the Product, Project Management and Support teams through their team leaders. Own the operational plan, establish clear objectives and KPIs, and drive accountability, performance and continuous improvement.Technical oversight and coordination: Ensure client requirements, technical scopes and delivery plans are aligned, with clear ownership, accurate documentation and effective handovers. Work closely with the CTO and Technology team to resolve technical dependencies and support informed delivery decisions.Programme and project delivery: Oversee the delivery programme, ensuring implementations, integrations, migrations and client projects progress against agreed scope, budgets, timelines and quality standards. Maintain visibility of milestones, risks, dependencies and delivery performance.Resource and capacity management: Lead operational resource planning, quarterly prioritisation and regular delivery reviews. Work with Commercial and Technology to align commitments with available capacity, manage competing priorities and maintain realistic delivery schedules.Operational governance and reporting: Establish and maintain effective governance frameworks, performance dashboards, management reporting and operational review processes. Analyse performance data, identify trends and provide clear recommendations to support executive decision-making.Service and quality management: Oversee Support performance against agreed SLAs and service standards. Ensure effective escalation, quality assurance and handover processes across Product, Projects, Support and Technology, driving consistent service and delivery quality.Process improvement and team development: Improve operational efficiency through standardised processes, documentation, training, automation and knowledge sharing. Build team capability, encourage collaboration and establish scalable, consistent ways of working.Commercial and financial performance: Work with Commercial and Finance to monitor delivery budgets, resource utilisation, scope changes and operational costs. Support accurate forecasting and identify opportunities to improve productivity, profitability and the commercial performance of our services.What We're Looking ForEssential Experience and SkillsProven experience in a senior technical operations, software delivery, service delivery or comparable leadership role within a SaaS, software or technology business.Demonstrable experience managing multidisciplinary teams and developing established team leaders, with the ability to build accountability and a high-performance culture.Strong technical understanding of software platforms, APIs, integrations, system configuration and software development processes, with the confidence to work effectively with technical specialists and senior technology leaders.Experience overseeing complex delivery programmes, managing resource capacity, coordinating dependencies and balancing competing business priorities.Proven ability to establish and maintain operational governance, KPIs, dashboards, management information and structured performance review processes.Strong analytical skills, with the ability to interpret operational and financial data, identify opportunities for improvement and translate insights into practical actions.Experience improving operational processes, implementing standard ways of working and delivering measurable improvements in efficiency, service quality and performance.Excellent stakeholder management and communication skills, with the confidence to influence senior executives, challenge constructively and build effective relationships across commercial, operational and technical functions.Strong commercial awareness, including experience with budgets, resource planning, forecasting and operational cost management.Excellent organisational, planning and problem-solving skills, with a proactive approach to decision-making and ownership of outcomes.Desirable ExperienceExperience in ecommerce, transactional platforms, parking technology or complex enterprise software environments.Experience leading or overseeing software implementation, product configuration, project delivery and customer support functions.Familiarity with IT service management, SLAs, quality assurance, change management and software delivery methodologies.Experience with continuous improvement methodologies, process mapping, automation or operational transformation.A recognised qualification in project management, operations management, business analysis or a related discipline.What Success Looks LikeYou will lead high-performing teams that consistently deliver projects on time, within budget and exceed client expectations.Through effective capacity planning, accurate revenue forecasting and scalable processes, you will create a predictable, efficient and commercially successful operation.Your leadership will strengthen accountability, service quality and profitability, supporting Rezcomm's continued growth.