Job Description We are seeking an experienced Operations Lead within Managed Services to oversee the integration, governance, and performance of Managed Service Providers (MSPs) within a complex, business-critical environment for our Customer. This role is focused on service governance, supplier/vendor management, and operational performance—acting as the key bridge between internal teams, vendors, and senior stakeholders. Key Responsibilities - Lead integration of MSPs into internal service delivery models, ensuring alignment with ITIL processes - Define clear roles, responsibilities, and escalation paths across internal teams and suppliers - Own service governance, ensuring adherence to SLAs, contracts, and risk controls - Manage supplier performance through KPIs, reporting, and structured service reviews - Provide oversight of Major Incidents, Problem Management, and service risks - Act as the primary escalation point for third-party service issues - Deliver executive-level reporting, dashboards, and performance insights - Drive continuous service improvement across processes, tooling, and providers Qualifications Key Skills & Experience - Strong background in Service Delivery / Managed Services / Service Management - Proven experience managing third-party vendors and MSPs - Expertise in Incident, Problem, Change, and Risk Management - Solid understanding of ITIL frameworks and service governance - Experience producing senior stakeholder reporting and dashboards - Confident engaging with senior leadership and C-level stakeholders - Experience with service integration (SIAM principles desirable) Qualifications - ITIL Foundation (required) - ITIL Intermediate certifications (OSA / RCV desirable) Additional Information Contract Details - Contract Length: 6 Months - Engagement Type: Day Rate Contract - Location: Flexible / Remote (UK) - Start Date: Immediate or as soon as available At Telefónica Tech, we believe inclusion is the bridge that empowers everyone to be their authentic selves. We celebrate and respect our differences because diversity drives innovation and makes us stronger. Be yourself with us, and feel that you belong. We welcome applicants from all backgrounds and identities regardless of age, disability, gender reassignment, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, and sexual orientation. We are also committed to equity, accessible hiring practices, and creating an inclusive culture through many means including TogetHer (Women's network) and our Employee Resource Groups which include Diversity and Inclusion, Telefónica Tech Pride, Neurodiversity, ELEVATE (African and Caribbean heritage network), and Sustainability. We don’t believe hiring is a tick box exercise, so if you feel that you don’t match the job description 100%, but would still be a great fit for role, please get in touch. - Department: Flex - Employment Hours: Full time

Job Title: Operations Coordinator Position Type: Full-Time, Remote Working Hours: U.S. client business hours About the Role: Our client is seeking an Operations Coordinator to provide day-to-day support across core business functions. This role ensures that operations run smoothly by managing workflows, maintaining records, monitoring KPIs, and serving as a bridge between departments. The Operations Coordinator creates clarity, consistency, and efficiency in the daily running of the organization. Responsibilities: Process Coordination: - Track workflows across departments (finance, HR, customer service, logistics, IT). - Ensure operational tasks are completed on schedule and according to SOPs. - Escalate bottlenecks or inefficiencies to management. Data & Reporting: - Maintain operational databases and dashboards. - Generate weekly/monthly reports on KPIs such as productivity, resource utilization, and cost efficiency. - Ensure all reporting is accurate, timely, and actionable. Documentation: - Maintain and update SOPs, process maps, and compliance documentation. - Organize digital files in systems such as SharePoint, Google Drive, or Notion. Vendor & Partner Coordination: - Manage vendor communication, track service delivery, and ensure invoices are routed/approved. - Monitor vendor SLAs and escalate issues. Cross-Department Support: - Coordinate between teams to align on projects, events, or recurring tasks. - Support leadership with ad hoc operational projects and research. Compliance & Controls: - Ensure daily operations adhere to compliance and quality standards. - Maintain accurate logs for audits or internal reviews. What Makes You a Perfect Fit: - Strong multitasker who thrives on organization and accountability. - Analytical mindset with ability to spot trends and inefficiencies. - Clear communicator who can work across functions. - Comfortable balancing routine tasks with special projects. Required Experience & Skills (Minimum): - 2+ years in operations, coordination, or business support roles. - Proficiency with Microsoft Office/Google Workspace. - Familiarity with ERP, CRM, or operational systems (Salesforce, HubSpot, NetSuite, or equivalent). - Strong Excel/Google Sheets skills (dashboards, pivot tables, KPI tracking). Ideal Experience & Skills: - Background in process improvement (Lean, Six Sigma, Kaizen, etc.). - Experience preparing SOPs and operational documentation. - Exposure to data visualization tools (Power BI, Tableau, Looker). - Industry experience in services, SaaS, logistics, or professional firms. What Does a Typical Day Look Like? An Operations Coordinator’s day is defined by keeping business functions aligned, efficient, and on track. You will: - Monitor workflows across multiple departments to ensure daily tasks and projects are completed on time. - Update operational dashboards with the latest data and distribute KPI reports to management. - Maintain accurate records and SOPs, ensuring documentation reflects current practices. - Communicate with vendors and partners to confirm service delivery, resolve issues, and track SLAs. - Coordinate cross-departmental projects, following up on action items and escalating risks. - Support leadership with ad hoc analysis, reporting, or operational initiatives. In essence: you act as the glue of the organization’s operations, ensuring processes are efficient, information is accurate, and leadership has visibility into daily performance. Key Metrics for Success (KPIs): - On-time completion of operational workflows. - Accuracy of KPI reporting and dashboards. - Zero missed vendor/service obligations. - SOPs and records consistently updated and audit-ready. - Positive feedback from stakeholders on communication and coordination. Interview Process: - Initial Phone Screen - Video Interview with Pavago Recruiter - Practical Task (e.g., create a weekly KPI dashboard or process tracker from sample data) - Client Interview - Offer & Background Verification

Job Title: Head of Client Operations Position Type: Full-Time, Remote Working Hours: Flexible, with client meetings in U.S. time zones About the Role We are looking for a Head of Client Operations who has experience operating inside a growing startup environment and can own everything that happens after a client signs. This is not a project management role. You will be fully accountable for client campaigns, results, satisfaction, and retention. This role requires someone who understands the realities of scaling startups — changing priorities, imperfect systems, fast iteration, and high ownership. You will work closely with the founder, developers, and outreach team to ensure client delivery keeps pace with growth while maintaining strong results and retention. Responsibilities Client Relationship Ownership - Act as the primary point of contact for 20–30 active clients - Lead client check-ins, manage expectations, and handle ongoing requests - Anticipate risks early and proactively prevent churn - Own client satisfaction, retention, and long-term success Campaign Performance & Results - Diagnose and resolve underperforming cold email campaigns - Troubleshoot deliverability issues, list quality problems, and low-converting copy - Quality-check campaigns before launch to ensure readiness and performance - Continuously optimize campaigns for measurable outcomes Processes, Systems & Documentation - Build and refine delivery documentation as the business scales - Create practical playbooks that evolve with a growing startup - Track SLAs, client health metrics, and delivery standards Cross-Functional Collaboration - Work closely with the development team on technical and infrastructure issues - Coordinate with the outreach team on execution and optimization - Report directly to the founder on client health, risks, and delivery performance What Makes You a Perfect Fit - You have operated in fast-growing startups where roles are fluid and ownership is high - You take responsibility for outcomes without waiting for perfect processes - You communicate directly and confidently with founders and executives - You are comfortable adapting as the business evolves - You focus on execution, impact, and results Required Experience & Skills - Experience leading client delivery, operations, or account ownership within a growing startup or early-stage company - Background in cold email agencies, lead generation, or similar high-velocity environments - Hands-on expertise in cold email strategy, copywriting, deliverability, warm-up, and inbox placement - Ability to personally write copy and troubleshoot campaigns when needed - Technical enough to understand APIs, automations, and data flows without relying heavily on engineering - Daily, practical use of AI tools for real operational work - Strong problem-solving skills and comfort working in environments where systems are still being built Key Metrics for Success (KPIs) - Client retention and churn reduction - Campaign performance and deliverability outcomes - Client satisfaction and relationship health - Delivery consistency and SLA adherence - Overall impact on client results as the company scales Interview Process - Initial Screening - Interview with Founder - Final Discussion - Offer & Onboarding #LI-AG1

Job Title: Head of Client Operations Position Type: Full-Time, Remote Working Hours: Flexible, with client meetings in U.S. time zones About the Role We are looking for a Head of Client Operations who has experience operating inside a growing startup environment and can own everything that happens after a client signs. This is not a project management role. You will be fully accountable for client campaigns, results, satisfaction, and retention. This role requires someone who understands the realities of scaling startups — changing priorities, imperfect systems, fast iteration, and high ownership. You will work closely with the founder, developers, and outreach team to ensure client delivery keeps pace with growth while maintaining strong results and retention. Responsibilities Client Relationship Ownership - Act as the primary point of contact for 20–30 active clients - Lead client check-ins, manage expectations, and handle ongoing requests - Anticipate risks early and proactively prevent churn - Own client satisfaction, retention, and long-term success Campaign Performance & Results - Diagnose and resolve underperforming cold email campaigns - Troubleshoot deliverability issues, list quality problems, and low-converting copy - Quality-check campaigns before launch to ensure readiness and performance - Continuously optimize campaigns for measurable outcomes Processes, Systems & Documentation - Build and refine delivery documentation as the business scales - Create practical playbooks that evolve with a growing startup - Track SLAs, client health metrics, and delivery standards Cross-Functional Collaboration - Work closely with the development team on technical and infrastructure issues - Coordinate with the outreach team on execution and optimization - Report directly to the founder on client health, risks, and delivery performance What Makes You a Perfect Fit - You have operated in fast-growing startups where roles are fluid and ownership is high - You take responsibility for outcomes without waiting for perfect processes - You communicate directly and confidently with founders and executives - You are comfortable adapting as the business evolves - You focus on execution, impact, and results Required Experience & Skills - Experience leading client delivery, operations, or account ownership within a growing startup or early-stage company - Background in cold email agencies, lead generation, or similar high-velocity environments - Hands-on expertise in cold email strategy, copywriting, deliverability, warm-up, and inbox placement - Ability to personally write copy and troubleshoot campaigns when needed - Technical enough to understand APIs, automations, and data flows without relying heavily on engineering - Daily, practical use of AI tools for real operational work - Strong problem-solving skills and comfort working in environments where systems are still being built Key Metrics for Success (KPIs) - Client retention and churn reduction - Campaign performance and deliverability outcomes - Client satisfaction and relationship health - Delivery consistency and SLA adherence - Overall impact on client results as the company scales Interview Process - Initial Screening - Interview with Founder - Final Discussion - Offer & Onboarding #LI-AG1