Senior Operations Manager – Entitlement Services

About the Role 

We are seeking a highly skilled and motivated Senior Operations Manager to lead our entitlement services division. This role will be responsible for overseeing multiple Operations Managers across a number of service areas that deliver vital entitlement services to the public on behalf of both local and central government organisations. 

The postholder will play a pivotal role in ensuring exceptional service delivery, driving operational excellence, maintaining compliance, and fostering a culture where employees feel valued, supported, and inspired to deliver their best work. 

Key Responsibilities 

• Leadership & People Management 
  • Provide strong leadership to Operations Managers, setting clear expectations and holding accountability for performance and service delivery. 
  • Build a high-performing, motivated workforce by creating a positive, supportive, and inclusive team culture. 
  • Ensure high levels of staff engagement, retention, and productivity across all divisions. 
• Operational Oversight 
  • Oversee day-to-day delivery of entitlement services, ensuring high utilisation of resources and consistent achievement of service level agreements (SLAs). 
  • Monitor and drive operational efficiency, process improvement, and standardisation across service lines. 
  • Anticipate operational challenges and develop proactive solutions to mitigate risks. 

• Client & Stakeholder Management 

  • Act as a senior point of contact for client organisations, building trusted relationships with local and central government partners. 

  • Ensure client requirements are understood, interpreted, and consistently delivered to a high standard. 

  • Provide clear communication and reporting to both internal stakeholders and external partners. 

• Quality & Compliance 

  • Ensure strict adherence to compliance requirements, contractual obligations, and regulatory frameworks. 

  • Drive continuous improvement in service quality through monitoring, audits, and corrective action plans. 

  • Maintain a culture of accountability and transparency, embedding quality as a core value. 

• Strategic Contribution 

  • Contribute to the shaping of operational strategy in line with organisational goals. 

  • Support transformation projects and new service implementations. 

  • Provide insights and recommendations to senior leadership on performance trends and opportunities. 

Key Skills & Experience 

• Proven experience in a senior operational leadership role, ideally within government services, public sector contracts, or similar regulated environments. 

• Strong track record of managing managers and large, diverse teams. 

• Demonstrable experience in client relationship management, particularly with government or public sector partners. 

• In-depth understanding of quality management, compliance frameworks, and operational performance metrics. 

• Excellent communication, negotiation, and influencing skills. 

• Strong problem-solving and decision-making capability with a focus on outcomes. 

• A collaborative leadership style, with the ability to inspire and engage teams. 

What We Offer 

• The opportunity to shape and lead services that directly impact communities and individuals. 

• A supportive, values-driven workplace with a strong emphasis on staff wellbeing and professional development. 

• Competitive salary and benefits package. 

We are proud of the benefits we offer employees of NEC Software Solutions 

• Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)
• 25 days paid holiday with the option to buy/ sell 
• 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
• A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%
• A fantastic selection of flexible benefits to suit your individual needs
• We are an employer who cares, we have a invaluable employee assistance programme which can help in every area of your life
• All colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects. Learn about what you like, when you like, how you like.

Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.

All offers are subject to satisfactory vetting, references and occupational health checks. 

NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please feel free to share these with us. We are committed to ensuring an inclusive and accommodating experience for all candidates.