[Hiring] Business Operations Manager @Sedona Digital

Role Description

As part of our continued growth, we are seeking a Business Operations Manager to strengthen commercial and operational control across our IT services portfolio. This role will ensure that projects, time-and-materials engagements, delivery pods, and run services, and other client commitments are performing against revenue, margin, utilisation, delivery milestones, contractual obligations, and growth expectations.

You will own the operating rhythm that connects delivery, finance, sales, practices, and leadership. Your scope will cover the full portfolio of project, time-and-materials, pod, and run-service engagements, as well as forward-looking operational measures such as pipeline conversion, new opportunities, client meetings, contract renewals, practice development, Microsoft partnership development, and professional certifications.

This is a hands-on management role for someone who is highly comfortable with data, governance, financial performance, and cross-functional follow-through. You will also lead selected internal service-improvement projects and provide practical operations support where stronger process, data, or coordination will improve outcomes.

Key Responsibilities

• Own the company’s operational performance framework across projects, time-and-materials engagements, delivery pods, managed services, run services, and other client delivery models.
• Produce reliable weekly and monthly reporting covering revenue, gross margin, profitability, utilisation, capacity, delivery milestones, forecast accuracy, backlog, risks, and corrective actions.
• Partner with Finance and delivery leaders to understand actual and forecast P&L performance, investigate variances, improve data quality, and ensure commercial issues are addressed early.
• Chair and continuously improve operational governance reviews, ensuring decisions are supported by accurate data and that actions have clear owners, deadlines, and follow-through.
• Maintain portfolio-level visibility of delivery health, including scope, milestones, resource demand, dependencies, risks, issues, client commitments, and financial performance.
• Identify underperforming engagements and coordinate recovery actions with accountable leaders, balancing client outcomes, delivery quality, utilisation, revenue, and margin.
• Establish a robust contract-renewal and extension process, tracking notice periods, end dates, commercial dependencies, client conversations, proposals, and approvals so viable work does not lapse unnecessarily.
• Support customer health initiatives through opportunity governance, CRM discipline, sales-to-delivery handovers, meeting and activity tracking.
• Track and drive practice-level improvements, including Microsoft partnership designations, practice development, certifications, skills coverage, and other strategic capability measures.
• Translate leadership priorities into measurable operational plans, dashboards, routines, and improvement backlogs.
• Lead selected internal business and service-improvement initiatives from definition through implementation, adoption, measurement, and handover.
• Improve processes across delivery and operations by defining clear controls, SOPs, workflows, data ownership, and escalation routes.
• Oversee data quality and operational use of systems including Microsoft Dynamics 365 Business Central, CRM, project-management, ITSM, and reporting platforms.
• Manage, coach, and prioritise the work of the Business Operations Analyst, ensuring BAU workflows, reporting, data validation, documentation, and improvement activities are completed to a high standard.
• Build strong working relationships with senior leaders, practice leads, account owners, project and service managers, Finance, and Sales, constructively challenging where performance or governance falls short.
• Create a culture of operational discipline, accountability, evidence-based decision-making, and continuous improvement.

Qualifications

• Significant experience in business operations, commercial operations, delivery operations, PMO, finance operations, or a similar role within an IT services, consulting, managed services, or technology business.
• Strong understanding of IT services commercial models, including fixed-price projects, time and materials, engineering or delivery pods, retainers, managed services, and run services.
• Demonstrable experience managing operational and financial performance measures such as revenue, gross margin, profitability, utilisation, capacity, backlog, forecasting, and milestone achievement.
• Confidence analysing P&L and management information, identifying variances and commercial risks, and converting findings into clear actions.
• Proven ability to design and run effective governance forums, performance reviews, action tracking, and escalation processes.
• Excellent data skills, with advanced Excel capability and experience building or specifying dashboards in Power BI or equivalent tools.
• Experience working with ERP, CRM, project-management, and ITSM systems; Microsoft Dynamics 365 Business Central, HubSpot, Jira, and Azure DevOps would be advantageous.
• Experience of contract, renewal, or commercial lifecycle management, including tracking key dates, obligations, dependencies, and follow-up actions.
• Practical operations experience, including CRM governance, reporting, forecasting, handovers, and activity management.
• Experience leading cross-functional business or service-improvement projects, from problem definition and requirements through implementation and adoption.
• Strong process-mapping, documentation, control-design, and continuous-improvement capability.
• Experience managing, coaching, or developing an analyst or operations team member.
• Excellent stakeholder management and communication skills, with the confidence to challenge constructively and present clear recommendations to senior leaders.
• Highly organised, numerate, commercially aware, and exceptionally attentive to detail, with the ability to manage competing priorities and maintain follow-through.
• Familiarity with Microsoft partnership programmes, solution designations, competencies, or certification planning would be advantageous.

Benefits

• Our values of Integrity, Persistence, and Impact, guide everything we do.
• Join us in shaping the future while making a meaningful difference for our clients and team.

Additional Information

• Reporting Line: Director of Programs / senior operational leader - Weekly 1:1
• Direct Report: Business Operations Analyst - Weekly 1:1 and ongoing prioritisation
• Key Interactions: Managing Director, Finance, Sales, Practice Leads, Account Owners, Project Managers, Service Managers, and business leaders - Daily/Weekly
• Core Governance: Portfolio and P&L reviews, delivery governance, utilisation and capacity reviews, pipeline and renewal reviews, practice-improvement reviews - Weekly/Monthly
• Location: Remote in Romania or Serbia only – UK working hours
• Travel: Occasional travel where required for client or internal meetings - As required