Head of Operational Excellence

This role provides key strategic support for services and operations with the aim and objective of continued development and optimisation of highly efficient service and operations methods, models with new, improved processes and the facilitation of management information to deliver better outcomes and strategy to drive growth and continuous improvement.


  • Collaborating with operational leaders to drive change and continuous improvement with the development of new, improved process, management information, reporting aligned to service and operations key performance metrics.
  • Will combine reporting for the Operations Senior Leadership Team to support performance management, profitability, business growth and future strategy
  • Auditing, monitoring and identification of process improvements as part of the operational organisation’s capability to deliver market leading services
  • Continually develop process, data capture and analysis to drive improved service delivery and optimisation with a primary focus on triage, predictive parts and diagnoses before despatch (DBD) processes using insights data
  • Work with and develop continued engagement with HP IaaS, R&D Labs Boise (Information as a Service) to drive service performance, optimisation and development
  • Facilitate strategic initiatives and projects as required
  • Analyse and utilise management information as the foundation for assisting both Service and Sales functions in the development and improvement of Apogee’s services offering
  • Analyse and utilise management information as a foundation for workload, resource & capacity planning
  • Root cause analysis of Customer Satisfaction and Net Promotion data, as a basis to make recommendations for internal improvement and improvement in C-Sat and NPS scoring
  • Identify process improvements alongside ensuring the use of best practice in line with departmental strategy

Person Specification

  • Industry experienced with an extensive background of both operations and service delivery
  • The ability to think and operate at strategic level; a forward thinker
  • A comprehensive understanding of service levels, SLAs and other key management information
  • A proven track record of delivering continuous improvement as well as implementation of new processes
  • Passionate about service and operational excellence
  • Highly analytical, proficient with data and reporting with the use of a variety of applications including all Microsoft Office and analytics tools
  • Strong leadership and communication skills with the ability to influence at all levels of the organisational
  • Confident to work both independently and as part of a team
  • Ability to drive, develop and collaborate with teams to support business growth
  • Committed to their own individual growth and development

Key Performance Indicators 

  • All services and operations metrics as detailed in the daily, monthly management information packs
  • Customer Satisfaction and Net Promoter Scores
  • Service performance in collaboration with partners and vendors
  • Profit & Loss statements
  • Service specifically:
    • Remote resolution rates and all associated drivers and measurements

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