Technical Operations Manager

As Lead Operations Manager, you’ll be designing and delivering intelligent, data-informed processes that serve learners, centres, and regulators with precision and agility. If you're a great leader, obsessed with data, good at working across multiple systems, thrive on solving complex problems, and bring a high level of technical acumen, this is your opportunity to lead with impact.

We’re building a Centre Operations function that delivers operational excellence and sets the benchmark for efficiency, innovation and stakeholder service. This is therefore more than just an operations role – it’s a chance to further shape our Centre Operations function through data-driven leadership.

We’re looking for someone with a broad mix of sound technical and data capability. What we mean by this is that alongside leadership and management skills, you must be good with data management and analysis, proficient with excel, power query etc and be able to pick up new systems quickly.

Based in our Wakefield hub, you’ll lead a range of Operations Managers, Delivery Managers, Coordinators, Administrators, and/or Technical Leads. You will develop a culture rooted in continuous improvement, intelligent automation, and analytical precision. By leveraging data to inform decisions and streamline workflows, you'll ensure our services remain not only fully compliant but in quality and operational delivery.

The practical bits:

• This is a full-time, office-based role in Wakefield (Office Hub is located at WF1 2UF).
• Our Centre Operations team core hours are Monday to Friday 08:00 – 18:00.
• Your contracted hours will alternate 08:00-16:00 on a week 1 and 10:00-18:00 on a week 2.
• As this is a Senior Manager position, we expect flexibility to meet business needs.
• Occasional travel may be required for internal and external meetings.
• We are currently unable to offer hybrid or remote working for this position.

Bonus perk: Our Wakefield office is dog-friendly - so don’t be surprised if your spreadsheet review is interrupted by a nudge asking for attention or your next meeting includes a wagging tail or two. We firmly believe in pawsitive vibes at work! Sadly while we don’t offer hybrid or home working for this role at the moment, you will get the joy of real desks, actual humans to talk to, and the occasional dog politely asking for a treat. Worth it? We think so.

As we’re an Awarding Organisation we have a number of high-stakes qualifications including T Levels and our workload peaks during the late Spring / early Summer. Our teams are expected to provide additional flexibility during this time, working longer hours and sometimes on weekends to meet the needs of the business.

This appointment will be made on merit.

We believe that diversity and inclusion strengthen and enriches us, and that it is the responsibility of everyone at City & Guilds to drive this value. As ethnic minority groups and disabled people are currently under-represented, we particularly encourage and welcome applications from these communities.

About the role

• Drive process improvements using your technical acumen and data analysis skills to streamline workflows and enhance performance.
• Oversee administratively complex centre facing operations, including second-line support, exam and assessment evidence returns, and results delivery.
• Collaborate cross-functionally with assessment and technical teams to ensure smooth delivery of high-stakes qualifications.
• Lead and inspire a high-performing team, fostering a culture of continuous improvement and operational excellence.
• Champion quality and compliance, ensuring all processes meet regulatory and internal standards.
• Contribute strategically to workforce planning, diversity and inclusion initiatives, and the development of a learning culture.

About you

• Proficiency in data analysis and Excel-based tools (including Power Query), with the ability to create, manage and interpret complex data sets.
• Proven experience in a senior operations management role, ideally within education, assessment, or a regulated environment.
• Excellent problem-solving and organisational abilities, with a sharp eye for detail.
• Strong leadership skills with the ability to motivate and support multi-disciplinary, multi-location teams.
• Confident communicator and relationship-builder, able to influence stakeholders at all levels.
• Skilled in risk and issue management, with a proactive approach to mitigation and resolution.
• If you have experience using MS Lists and integration with Power Query that would also be beneficial

Our story and mission

To find out more about City & Guilds please click on the following link:

About us | City & Guilds

What we offer

We offer the opportunity to work in an innovative, engaging and market-leading organisation with opportunities to develop your existing skills and explore new ones.

You’ll receive an excellent benefits package which typically includes a great base salary, 25 days holiday plus bank holidays, pension, private healthcare, volunteering opportunities and much more.

We welcome a discussion about how this role could work flexibly for you. For example work pattern, hours or location.

Next steps and how to apply

If you think this is the role for you then we would love to hear from you. Please submit your CV and complete our short application form using the apply button.