BlackBox Hosting Ltd
Head of Professional & Operational Services
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JOB SPECIFICATION
Head of Professional & Operational Services
JOB TITLE
Head of Professional & Operational Services
REPORTS TO
Directors
LOCATION
Office-based / Hybrid
Role purpose
The Head of Professional & Operational Services is responsible for defining and executing the operational, delivery, and systems strategy that enables sustainable growth. Reporting directly to the Directors, this role ensures that the Directors’ vision, sales ambition, and operational reality remain tightly aligned as the business scales.
The role acts as the Directors’ execution partner, translating strategy into practical, measurable, and repeatable outcomes across the organisation.
Management and oversight scope
This role holds line management and functional oversight across:
- TechOps / operations staff
- Professional Services and customer delivery leadership
- Business Analyst: management systems, compliance, and continual improvement
- Marketing function: strategy alignment and execution oversight
- Sales enablement functions, including solution design and technical presales
- Translation of technical and operational requirements into solution designs and customer quotations
Boundary note
This role does not own sales targets or sales team performance.
Core accountability
This role is accountable for ensuring that the right operational and delivery strategy is both defined and executed across operations, delivery, and supporting functions.
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It connects:
- Founder strategy and technical direction
- Sales and marketing growth plans
- Delivery capability, systems maturity, and operational capacity
Execution ownership sits with this role.
Key responsibilities
Strategy and execution
- Own the definition of operational and delivery strategy with the Directors and ensure it is implemented consistently across the organisation.
- Translate strategic intent into clear priorities, execution plans, processes, metrics, and ownership.
Operational excellence
- Lead TechOps and Professional Services to deliver predictable, scalable, high-quality outcomes.
- Improve efficiency, utilisation, coordination, and repeatability without introducing unnecessary bureaucracy.
Sales and growth enablement
- Work alongside the Sales Director to support sustainable growth.
- Ensure sales plans are operationally achievable, handovers are clean, and new customer delivery is efficient and controlled.
- Translate technical and operational requirements into solution designs and customer proposals.
Marketing alignment
- Ensure marketing strategy and execution align with delivery capability and business positioning.
- Create effective feedback loops between marketing, sales, and delivery to maintain lead quality, demand balance, and customer experience.
ISO and management systems governance
- Own governance of all ISO management systems.
- Line manage the Business Analyst, manage external consultants and auditors, oversee overseas audits, and ensure ongoing annual audits are effectively planned, executed, and embedded into daily operations.
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People leadership
- Lead, develop, and support operational and technical teams.
- Build a culture of accountability, clarity, and continuous improvement.
- Ensure organisational structure and capability scale in line with growth.
Customer experience and quality
- Act as a senior escalation point where required.
- Ensure quality, testing, and change control protect customer outcomes, service quality, and business reputation.
Boundaries and clarifications
- Directors: set company vision and technical direction.
- Sales Director: owns sales targets, pipeline, and sales team performance.
- This role: owns execution, alignment, and operational delivery of strategy across the business.
Success looks like
- Strategy is executed consistently, not just discussed.
- Sales growth is supported without operational strain.
- Delivery is predictable, high quality, and scalable.
- Operational systems, metrics, and management maturity keep pace with growth.
- ISO compliance strengthens the business rather than slowing it down.
- Teams are engaged, accountable, and clear on priorities.
- Operational excellence is achieved and customers are consistently satisfied.
- The company scales with new growth.
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