Configured Recruitment
Customer Operations Delivery Manager
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Customer Operational Delivery Manager
Location: Basingstoke
Salary: £55,000–£60,000 per annum + Excellent Benefits
Configured Recruitment is delighted to be partnering with a leading UK technology company to recruit an experienced Customer Operational Delivery Manager.
Our client is an established Technology organisation that develops innovative tech SaaS solutions supporting governance, risk management and compliance. Their products enable organisations to manage complex regulatory requirements, making them a trusted partner across a range of highly regulated industries.
This is an excellent opportunity for an operational leader with a strong background in customer operations and people management. We are particularly interested in candidates who have worked within highly regulated environments, where compliance, quality assurance, document verification and adherence to legislative or industry standards are critical to operational success.
Role Overview
As Customer Operational Delivery Manager, you will lead multiple operational teams, driving performance, developing people and ensuring customers receive an outstanding service. You'll also play a key role in continuous improvement, operational transformation and embedding new technologies, including automation and AI, to improve efficiency while maintaining exceptional service standards.
Key Responsibilities
- Lead, motivate and develop Customer Operational Delivery teams to deliver exceptional customer service and achieve operational objectives.
- Take ownership of team performance, engagement and development through effective coaching, mentoring and regular one-to-one meetings.
- Act as the senior operational escalation point, ensuring customer issues are resolved promptly and professionally.
- Oversee document verification, assurance and compliance processes, maintaining the highest levels of quality and accuracy.
- Ensure teams consistently achieve service level agreements (SLAs), key performance indicators (KPIs) and operational targets.
- Monitor operational performance using data and management information to identify trends, improve productivity and implement corrective actions where required.
- Balance resources effectively across teams to meet changing customer demand while maintaining service quality.
- Lead recruitment, onboarding and ongoing development of new team members.
- Partner with Product, Commercial and wider business functions to ensure new products, services and features are successfully launched and operationally supported.
- Lead operational improvement initiatives, embedding automation and AI solutions where appropriate while guiding teams through change in a structured and people-focused way.
- Promote a culture of accountability, collaboration, continuous improvement and high performance.
- Work closely with the Customer Operations leadership team to review processes, analyse customer feedback and implement service improvements.
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To be successful in this role, you'll bring:
- Significant experience working within highly regulated environments, where compliance, governance, quality assurance and operational controls are integral to business success.
- Experience within sectors such as Health and Safety, compliance, construction, certification, document verification, utilities, insurance, financial services or other regulated industries.
- Proven experience leading operational teams and developing Team Leaders to create high-performing, engaged teams.
- Demonstrable success delivering operational excellence through coaching, performance management and continuous improvement.
- Experience leading business transformation, process improvement and automation initiatives.
- Strong analytical skills with the ability to interpret operational data and use insight to improve performance.
- Excellent stakeholder management skills with the ability to influence and build relationships across multiple business functions.
- Outstanding verbal and written communication skills.
- A proactive, organised and solutions-focused approach with excellent problem-solving and decision-making abilities.
- Previous experience within a SaaS or technology-led organisation would be advantageous but is not essential.
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