Head of Operations

Do you have previous experience and are looking for a fresh start?

If your answer is yes, then we are waiting for you!

GCS Malta is seeking a Head of Operations to join a leading IT services provider in Malta.  The chosen candidate will be reporting directly to the CEO.
 

Responsibilities

• Leading service delivery and support operations.
• Managing teams, workloads and staff performance.
• Monitoring tickets, incidents and service quality.
• Managing key client relationships and escalations.
• Coordinating projects, resources and service schedules.
• Improving operational processes and quality standards.
• Collaborating with Engineering, Sales and HR teams.
• Reporting performance, costs, risks and issues to management.
• Identifying operational risks and implementing solutions.

The ideal candidate has proven IT support leadership experience, strong technical knowledge, and a track record of mentoring teams and managing performance. ITIL, MSP/RMM tools, ISO 27001, project delivery and change management experience would be an asset.

This role requires proven ability to improve SLA performance, manage service queues and incidents, maintain clear documentation, and plan resources effectively using service data.

Candidates should demonstrate strong organisational and commercial judgement, balancing client needs, scope, team capacity, project commitments, costs and workload effectively.

Fluency in both Maltese and English is essential, together with a valid driving licence.

Want to know more?