Industry Portfolio Operations Lead

Company Description

Technology is our how. And people are our why. For over two decades, we have been harnessing technology to drive meaningful change.

By combining world-class engineering, industry expertise and a people-centric mindset, we consult and partner with leading brands from various industries to create dynamic platforms and intelligent digital experiences that drive innovation and transform businesses.

From prototype to real-world impact - be part of a global shift by doing work that matters.

Job Description

The Commercial discipline is responsible for driving business growth, managing partnerships, and providing industry subject matter expertise and advisory to both clients and internal teams. This strategic and consultative team creates meaningful relationships with clients through their combined knowledge of IT services and industry trends and pain points. Members include business development staff of all levels, client partners, alliances and partnerships managers, industry advisors, and operational leads.

As a Industry Portfolio Operations Lead you will be responsible for supporting and optimising the efficient and effective operation of the industry vertical within the company (Insurance and Healthcare industries verticals). This role involves creating, maintaining and optimising operational processes both within and feeding into the Industry portfolios.

Acting as both the glue to ensure alignment and consistency whilst also seeking improvements and efficiencies in how we operate, this person’s role and responsibilities will free up and better enable their client-facing colleagues to drive the business forward through growth. 

Responsibilities will include owning general operational activity such as arranging internal event logistics, creating and managing a commercial calendar, travel coordination, and team engagement and social initiatives. People Management is not part of the responsibilities of the role, but there is potential for this to change in the future if scale demands it.

But at the heart of this role will be owning, coordinating, driving and improving the Industry Framework, which is an asset detailing all the activities required to run, evolve and improve the industry’s operational and consequently business performance. 
Industry Framework responsibilities include (but by no means limited to): 

1. Client Growth Model Support: 

• Set up and maintain meeting cadences. 

• Push teams to produce content for pre-reads and issue write-ups with actionable items after meetings

2. Knowledge Management: 

• Liaise with key internal stakeholders (e.g., SAM Operations) to manage and evolve the industry’s knowledge management space (Confluence). 

3. Commercial Centre of Excellence (CoE) Liaison: 

• Serve as the primary contact point for the Commercial CoE, ensuring effective communication and leveraging between the CoE and the industry team. 

• These teams include Talent Acquisition (Recruitment), Commercial Performance, Commercial Ops & Enablement and more. 

4. Communication channels & cadence:

• Coordinate, manage and drive change on industry communication channels including file sharing, distribution lists, and content creation for team communications (All Hands, Commercial newsletter etc) 

5. Client Feedback and Advocacy: 

• Arrange and coordinate Quarterly Business Reviews (QBRs) and Monthly Business Reviews (MBRs) with clients 

• Oversee the Client Satisfaction (CSAT) process and provide quarterly reports to leadership on client feedback. 

6. Industry Community:

• Establishing an Industry community feel that extends beyond the Commercial team and into the Delivery locations for better integration. 

7. Performance Reviews and Success Plans: 

• Organise formal review cadences, ensuring relevant data is pulled from systems to track and inform performance. 

• Coordinate success plans and manage data from Financial Business Partner (FBP) systems. 

8. Talent Management: 

• Work with the Commercial People Partner to manage promotion cycles, ensuring clear career paths and job descriptions are in place. 

9. KPI creation & tracking:

• Baselining our current performance against the complete range of non-commercial measures we want to achieve, then creating and tracking progress towards agreed KPIs. 

Some of the wider operational responsibilities include (but by no means limited to): 

1. Commercial Calendar Management: 

• Own the production and maintenance of the industry’s commercial calendar. 

• Arrange key regular meetings, including monthly reporting calls, quarterly reviews, and offsites. 

• Ensure clear ownership of tasks, timelines, and deliverables. 

2. Offsite and Internal event Logistics: 

• Organise logistics for industry offsites, including location scouting, room bookings, catering, and social activities. 

• Manage invitations, setup, and coordination on the day of events. 

3. Travel Coordination: 

• Assist leadership with travel requests, including bookings and arranging options. 

4. Culture, Team Engagement and Social Initiatives: 

• Champion team engagement by promoting a sense of community and regularly organising social activities. 

• Ambassador role, promoting Industry culture across the team. 

• Perform ongoing morale checks to identify potential issues and ensure a positive team environment. 

5. Action Log Management: 

• Own the creation, maintenance, and follow-up on the industry leader’s action log (e.g., via Trello, Teams). 

6. New Hire Inductions: 

• Co-own and tailor the induction process for new hires in collaboration with SAM Operations. 

Qualifications

• Bachelor's degree in Business Administration, Operations Management, or related field. 

• Experience in operations management, preferably within a commercial or industry-specific context. 

• Experience working with senior leadership teams and managing complex logistics. 

• Preferably experience of working within an IT services environment. 

• Strong organisational and project management skills. 

• Ability to coordinate and manage multiple priorities simultaneously. 

• Excellent communication and interpersonal skills. 

• Experience with knowledge management tools (e.g., Confluence) and project tracking tools (e.g., Trello, Teams). 

• Proven ability to lead and manage cross-functional teams and initiatives. 

• A proactive, problem-solving mindset with attention to detail. 

• Demonstrated ability to foster a collaborative and inclusive team environment.

• Ability to capture and present information in a professional, consumable way. 

Additional Information

Discover some of the global benefits that empower our people to become the best version of themselves:

• Finance: Competitive salary package, share plan, company performance bonuses, value-based recognition awards, referral bonus;
• Career Development: Career coaching, global career opportunities, non-linear career paths, internal development programmes for management and technical leadership;
• Learning Opportunities: Complex projects, rotations, internal tech communities, training, certifications, coaching, online learning platforms subscriptions, pass-it-on sessions, workshops, conferences;
• Work-Life Balance: Hybrid work and flexible working hours, employee assistance programme;
• Health: Global internal wellbeing programme, access to wellbeing apps;
• Community: Global internal tech communities, hobby clubs and interest groups, inclusion and diversity programmes, events and celebrations.