QUALIFICATIONS:

• Bachelor’s degree in Business Administration, Information Technology, HR, or a related field (MBA or Master’s preferred).
• 12+ years of experience in operations across professional recruitment, sales enablement, and IT services, with at least 5 years in a senior leadership role.
• Proven ability to lead cross-functional teams and deliver results in a multi-service organization.

Operational Strategy & Leadership

• Lead and manage day-to-day operations across recruitment, sales, and IT services functions.
• Align operations with business goals, ensuring synergy between delivery, sales, and support teams.
• Define and monitor KPIs, SLAs, and OKRs to drive productivity, client satisfaction, and profitability.

Professional Recruitment Services

• Oversee all aspects of recruitment operations including sourcing, candidate engagement, onboarding, and client management.
• Scale and optimize delivery models such as RPO, MSP, and contract staffing.
• Implement technology-driven recruitment strategies and performance metrics to enhance delivery quality and speed.

Sales Operations

• Support and oversee the execution of the sales strategy in collaboration with the business development team.
• Ensure alignment between sales, delivery, and recruitment teams to maximize client satisfaction and revenue growth.
• Monitor sales performance, pipeline management, and conversion metrics.
• Provide operational insights to support bid management, pricing, and proposals.

IT Services Delivery

• Lead the delivery of IT managed services including infrastructure support, service desk, application maintenance, and cloud operations.
• Ensure services are delivered in line with client expectations, SLAs, and ITIL best practices.
• Coordinate with delivery teams to resolve escalations, improve service levels, and identify automation opportunities.

Team Management & Resource Planning

• Build, mentor, and manage high-performing teams across recruitment, sales operations, and IT services.
• Develop a performance-driven culture focused on collaboration, accountability, and continuous improvement.
• Plan and execute training and development programs to enhance team capabilities.

Client Relationship & Stakeholder Engagement

• Act as a senior point of contact for clients across all service areas.
• Conduct regular service reviews and ensure high levels of customer satisfaction and retention.
• Collaborate with executive leadership on strategic accounts and service delivery planning.

Process Improvement & Governance

• Drive operational excellence through process optimization, automation, and best practices.
• Establish robust governance frameworks and ensure compliance with legal, contractual, and organizational standards.

Financial & Budget Management

• Oversee budgets for all three verticals and ensure cost efficiency without compromising service quality.
• Track financial performance and contribute to forecasting and strategic planning.