Operations Team Leader supporting NHS shift bookings and managing healthcare worker relationships. Leading a cohesive team for clinical operations at Xyla Healthcare Services.
About the role
- Operations leader managing a global Employee Technology team at Benifex. Leading performance, coaching, and service delivery for exceptional employee technology experience.
Responsibilities
- Lead, coach, and develop the ET team with clear goals, meaningful feedback, and tailored development plans.
- Run the operational cadence: standups, 1:1s, team meetings, feedback loops, and OKR check‑ins.
- Oversee performance reviews, training needs, resource planning, and succession planning.
- Build an inclusive, collaborative culture that promotes growth, accountability, and innovation.
- Ensure consistent delivery of ET services aligned with SLAs and business requirements.
- Manage team workloads and priorities; follow up on tickets and escalations (overseeing rather than hands‑on resolving).
- Own service reporting and major‑incident communications.
- Drive continuous improvement across processes, tooling, and ways of working.
- Serve as the primary business-facing contact for ET service and support performance.
- Partner with senior leadership to translate needs into clear team objectives and outcomes.
- Collaborate with the Zellis group to align processes and improve cross‑unit operations and tooling.
Requirements
- Proven people‑leadership experience in IT/technology operations or support (e.g., Service Desk Manager, IT Operations Team Lead, Support Manager).
- Experience managing a team of 5+ people, with a strong track record of coaching and developing individuals.
- Confident running an effective operational rhythm (standups, 1:1s, SLAs/metrics, incident comms).
- Comfortable owning escalations and acting as the main business-facing contact.
- Nice‑to‑have knowledge: Exposure to Atlassian tools (Jira/Confluence) or similar ticketing/collaboration tools.
- Familiarity with IT service delivery best practice.
- Experience managing projects and organisational change, ideally supported by relevant certifications (e.g., ITIL Foundation, PRINCE2, Agile/Scrum Master).
Benefits
- Flexible work – choose a working setup that works for you, our only ask is to see you once a month in the office and you must be based in the UK or Ireland.
- 25 days holiday plus your local bank holidays
- Your birthday off
- Two half day wellbeing days
- Healthcare cash plan to cover the costs of day to day healthcare
- Employee Assistance Plan 24/7 365 support
- Income Protection (75%) and life assurance (4x salary)
- Pension scheme
- Enhanced parental leave package - 26 weeks fully paid maternity leave and 4 weeks fully paid paternity leave
- £50 monthly allowance to spend on whatever takes your fancy, your very own Benifex card will be topped up at the start of each month!
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