CR3
UK Operations Manager (EdTech)
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UK Operations Manager (EdTech)
Senior Operations Manager (UK Operations) – Global Technology Business
CR3 are currently representing a well-established cloud-based software and network security solutions provider, serving organisations across the education, public sector, and commercial markets. Due to continued growth, they are seeking an experienced UK Operations Manager to lead their UK operational and technical support function.
Reporting directly to the Vice President of Operations, this is a hands-on leadership role where you will:
- Manage a small, highly skilled team
- Remain actively involved in day-to-day operations
- Ensure exceptional customer service
- Drive operational efficiency
- Support successful strategic business initiatives
Key Responsibilities
- Lead, coach, and develop the UK-based support and onboarding team, fostering a collaborative, high-performing culture while driving performance.
- Ensure high-quality delivery of:
- Technical support
- Customer onboarding
- Proof-of-concept (POC) projects
- Managed service operations
- Manage team capacity, workload allocation, and resource planning to meet service level commitments and business objectives.
- Monitor:
- Operational performance
- Customer satisfaction
- Service quality
- Identify opportunities for process improvements and efficiency gains.
- Act as the senior escalation point for complex customer and partner issues, coordinating internal teams for timely resolutions.
- Work closely with the UK sales team by providing:
- Technical expertise
- Product demonstrations
- Proof-of-concept engagements during customer meetings.
- Collaborate with:
- Product
- Engineering
- Customer Success teams To ensure operational excellence and positive customer outcomes.
- Lead onboarding and engagement for Managed Service Provider (MSP) partners across the UK.
- Maintain and enhance:
- Operational documentation
- Procedures
- Best practice guides
- Identify and address operational risks and challenges, implementing solutions and escalating as necessary.
- Support operational projects, business improvement initiatives, and process optimisation.
- Partner with international operations teams to ensure consistency and alignment in global service delivery.
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Required Experience
- Experience in Operations Manager, Technical Operations Manager, or IT Service Delivery leadership roles.
- Strong background working with:
- Server and network hardware (installation, configuration, troubleshooting).
- Experience supporting Microsoft technologies:
- Active Directory
- Group Policy
- Windows Server networking.
- Good understanding of:
- Enterprise networking concepts and troubleshooting.
- Knowledge of:
- Firewall technologies
- Network security principles.
- Experience deploying and supporting:
- Windows
- ChromeOS
- macOS
- iOS devices.
- Strong diagnostic skills across:
- TCP/IP
- DNS
- Proxy
- VPN technologies.
- Previous experience supporting sales teams through:
- Technical presentations
- Product demonstrations
- Proof-of-concept deployments.
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Desirable Experience
- Experience with Mobile Device Management (MDM) platforms:
- Microsoft Intune
- SCCM
- JAMF.
- CCNA certification or significant enterprise networking experience.
- Exposure to cloud technologies:
- Microsoft Azure
- Entra ID (Azure Active Directory)
- AWS.
- Experience with:
- Web filtering
- Content filtering
- Wider network security solutions.
This role offers an excellent opportunity to join an innovative and growing technology business, where you can:
- Shape UK operations
- Influence business improvements
- Play a key role in delivering outstanding customer experiences.
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