Managing Director - Group Operations

WHAT WE’RE ALL ABOUT: Any company can tell you about how they are a multi award winning, market leading business and yes, we are both of those things in the world of IoT connectivity!  But we’re more than that. 🌍✨ Our mission? To make IoT management a breeze for any device, anywhere. With over 18 million IoT subscriptions active in 165 countries and direct partnerships with 50 mobile networks, we connect you to more than 750 networks worldwide, delivering unmatched value across the IoT connectivity chain. Innovation is in our DNA, and we have an insatiable hunger to ‘wow’! 🚀 While we may not always get it right, our drive to collaborate, innovate, and achieve top-notch customer satisfaction never wavers. We offer industry expertise, stellar service support, and the most flexible, resilient, and secure connectivity solutions on the market. Our expertise spans across various sectors, including industry, agriculture, healthcare, security, transport, utilities, and smart cities.   IOT… A FANCY ACRONYM OR A SECRET CODE? The Internet of Things (IoT) is like the magical glue that keeps the world connected! 🌐✨ From ordering your favourite takeaway to the ANPR technology that helps you find a parking spot, IoT is everywhere—even if you don’t realize it. At Wireless Logic, we provide cutting-edge connectivity solutions and technologies to ensure a vast array of devices stay seamlessly connected.   THE OPPORTUNITY We are seeking an exceptional Managing Director – Operations to lead and scale the operational backbone of Wireless Logic. This role is accountable for the end-to-end operational performance of the business, ensuring that we can sell, deliver, bill, support, comply and govern effectively at scale. You will play a critical role in enabling growth while ensuring operational control, consistency, and resilience across a complex, international organisation. Working in close partnership with the Managing Director – Technology, this role ensures alignment between service delivery, platform reliability and change, supporting a high-availability, regulated and product-led business. This is a highly strategic and hands-on leadership role requiring strong commercial, operational and governance expertise. ---------------------------------------------------------------------------------------------------------------------------------- KEY RESPONSIBILITIES INCLUDE BUT NOT LIMITED TO: END-TO-END OPERATIONAL LEADERSHIP * Own operational performance across: * Customer service delivery * Commercial lifecycle (Contract-to-Cash) * Internal IT and business systems * Compliance, quality and ESG * Legal governance * Ensure operations are predictable, scalable, controlled and auditable * Translate company strategy into repeatable, high-quality operational execution * Drive alignment between service delivery, commercial performance and operational control ---------------------------------------------------------------------------------------------------------------------------------- CUSTOMER SERVICE & EXPERIENCE * Own the customer service operating model and customer experience outcomes * Ensure service operations: * Deliver consistent, high-quality customer support * Meet contractual SLAs and performance standards * Provide clear communication during incidents and change * Partner with Technology to: * Manage customer impact during incidents * Ensure effective service recovery and coordination * Ensure customer experience is protected through growth and transformation ---------------------------------------------------------------------------------------------------------------------------------- COMMERCIAL LIFECYCLE PERFORMANCE & REVENUE PROTECTION * Ensure the organisation can contract, fulfil and bill customers accurately at scale * Hold leadership accountable for: * Revenue integrity * Billing accuracy * Commercial assurance across the lifecycle * Partner with the CFO to ensure: * Financial accuracy and control * Alignment between operational execution and financial reporting * Drive operational models that support revenue growth and margin optimisation ---------------------------------------------------------------------------------------------------------------------------------- BUSINESS OPERATIONS, SYSTEMS & ENABLEMENT * Ensure internal systems and processes enable efficient and scalable operations * Drive: * End-to-end process integration across the business * Reduction of system fragmentation and inefficiencies * Secure, compliant and auditable system environments * Own prioritisation of internal IT and operational system changes ---------------------------------------------------------------------------------------------------------------------------------- COMPLIANCE, QUALITY & ESG ASSURANCE * Own the organisation’s assurance and compliance posture * Ensure regulatory, quality and ESG obligations are: * Clearly defined and understood * Embedded into operational processes * Actively monitored and managed * Maintain confidence with regulators, auditors, customers and the Board * Drive continuous improvement through audit and assurance insights ---------------------------------------------------------------------------------------------------------------------------------- LEGAL GOVERNANCE & RISK MANAGEMENT * Oversee legal governance through the General Counsel * Ensure legal risks are: * Identified early * Managed pragmatically * Escalated appropriately * Ensure legal frameworks support commercial activity and operational execution ---------------------------------------------------------------------------------------------------------------------------------- OPERATIONAL GOVERNANCE & DECISION-MAKING * Own and lead the operational governance framework * Chair key forums including: * Service performance reviews * Commercial assurance and margin reviews * Risk, compliance and audit forums * Ensure: * Clear accountability and escalation paths * Strong cross-functional alignment * Effective resolution of operational conflicts * Act as final decision-maker on trade-offs between: * Customer experience * Operational efficiency * Commercial performance ---------------------------------------------------------------------------------------------------------------------------------- PARTNERSHIP WITH PRODUCT & GO-TO-MARKET * Partner with Product and GTM leadership to ensure: * Product strategies are operationally deliverable * Pricing and commercial constructs are executable * Products are scalable, compliant and supportable * Act as joint owner of: * Product operability standards * Launch readiness and go/no-go decisions * Provide insight on: * Cost-to-serve * Service complexity * Customer experience drivers ---------------------------------------------------------------------------------------------------------------------------------- PARTNERSHIP WITH MANAGING DIRECTOR – TECHNOLOGY * Act as the primary operational counterpart to Technology leadership * Ensure alignment between: * Service delivery * Platform reliability * Change and transformation initiatives * Balance: * Operational stability * Platform evolution and innovation * Maintain clear accountability boundaries: * Technology: platforms, engineering, reliability * Operations: service delivery, commercial performance, operational control ---------------------------------------------------------------------------------------------------------------------------------- MEASURES OF SUCCESS * Customer SLA performance and satisfaction * Billing accuracy and revenue leakage reduction * Margin performance and cost-to-serve efficiency * Audit, regulatory and compliance outcomes * Internal system performance and usability * Reduction in operational defects and repeat issues * Strength and maturity of operational governance and controls * Confidence of Board, regulators and executive stakeholders ---------------------------------------------------------------------------------------------------------------------------------- REQUIRED EXPERIENCE & ATTRIBUTES * Proven experience in a senior operational leadership role within a complex, international business * Strong background in telecoms, IoT, SaaS, or subscription-based environments * Demonstrated success in building and scaling end-to-end operating models * Deep understanding of commercial lifecycle management (Contract-to-Cash) * Experience operating in regulated or compliance-heavy environments * Strong financial and commercial acumen, including margin and cost-to-serve management * Experience working in private equity-backed or high-growth organisations is highly desirable We know the world has changed, and we want to offer our employees the chance to collaborate at our unique office spaces, whilst enjoying the convenience of working from home. We've adopted a hybrid working approach to give more flexibility on where and how we work. You'll find out more about what this means for this role during the recruitment process, but we are currently excited to have our employees experience our office culture as much as possible.   Wireless Logic Group unites and brings people together. We accomplish this when we lead with a lens of diversity, equity, and inclusion in everything we do. As a global company that drives culture we aim to reflect the world’s diverse voices both internally and externally to ensure success in our mission.   By applying for this role, you are consenting for us to hold and process your data in compliance with the General Data Protection Regulations. If you have any questions or wish to exercise your right to access, erase or restrict the holding or processing of your data please contact us (recruitment@wirelesslogic.com) and we will respond to your query as soon as possible.