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.

📌 Head of Operations (Madrid)
🏢 Henryschein
📍 Madrid