As a Head Of Operations, you will lead a team of approx. 40–50 people, covering:

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- 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

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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.

📌 Head of Operations (Barcelona)
🏢 Henryschein
📍 Barcelona