Operations Director

There’s a saying at Itineris: Together goes a long way. And we live by that. Whether your job is translating our customers’ needs into the best software, selling, coding, or keeping our business running smoothly, we’re united by the same mission: growing our company and delivering innovative software that empowers energy and water utilities to engage better with their customers. 

What you will work on 

As our Operations Director, you are responsible for leading the end-to-end delivery of Itineris solutions and high-quality Services for customers. You ensure that delivery is executed at the highest quality standards, within scope, time, and budget, while driving customer satisfaction, operational excellence, and business profitability. 

You operate at both strategic and operational levels, balancing delivery execution with financial oversight, people leadership, and long-term organizational development. You are a key partner to customers at C-level and play a central role in scaling and professionalizing our Operations organization. 

As our Operations Director, you… 

• define and validate the operational and financial feasibility of projects together with Sales, actively contributing to deal shaping and solution structuring, ensuring risks are identified and mitigated early
• have P&L responsibility, ensuring profitability, margin control, financial transparency, and high forecasting accuracy through data-driven decision making
• oversee project performance through consolidated forecasting, reporting, and proactively intervening where needed in close collaboration with Project Managers, Project Teams and Partners
• Operates with a broad, cross-program mindset, extending beyond own scope of responsibility to guide and influence complex, multi-vendor program landscapes, ensuring cohesive execution and delivery of a successful overall outcome.
• act as final escalation point for Project Managers, team leads, and customers
• take end-to-end account ownership, building strong relationships with customers and internal stakeholders, ensuring customer success and satisfaction and identifying new business opportunities
• build and maintain strong C-level relationships, acting as a trusted advisor on delivery, quality, and strategic direction
• set clear priorities and objectives across teams, ensuring focus, alignment, and effective execution
• drive resource allocation and competency management, ensuring the right skills are available where needed, while owning people development through coaching, career path guidance, and continuous engagement of teams operating in long-running, complex programs
• ensure strong internal communication and alignment across teams, including close collaboration with Product Management, Centers of Excellence, and partners, taking a hands-on approach by proactively intervening and driving alignment and execution in complex, high-impact delivery situations
• work in partnership with the other Operations Directors, contributing beyond your own scope and taking joint responsibility for the overall business performance, while actively contributing to improvement initiatives and driving the associate change management efforts
• define, implement, and continuously improve delivery methodologies, governance, operational processes and best practices
• balance hands-on involvement with effective delegation, stepping in where needed while empowering teams to deliver
• manage contracts, SLAs, risks, and change processes to safeguard delivery success
• drive continuous improvement in operational efficiency, delivery quality, and customer experience
• act as a key ambassador of the company, representing Itineris towards customers, partners, and internal stakeholders with credibility and leadership

What you bring 

• a Master’s degree or equivalent through experience
• 10+ years of relevant experience in IT consulting / software delivery environments
• proven experience in leading large-scale delivery organizations (30+ people)
• strong track record in P&L management, budgeting, and forecasting
• experience with large ERP implementations (preferably Microsoft Dynamics) and complex project environments, including SaaS delivery best practices, data security and compliance requirements, and the management of complex technical integrations and large-scale data migrations in regulated environments
• solid understanding of delivery methodologies (e.g.PRINCE2, Agile) and operational processes
• experience with contract management, SLA governance, and commercial negotiations
• demonstrated ability to engage and influence stakeholders at executive (C-level)
• very good people management skills, with experience in coaching, delegation, and building high-performing teams
• ability to balance strategic thinking and hands-on execution
• excellent communication skills, able to align teams, influence stakeholders, and create clarity in complex situations
• a strong sense of ownership, accountability, and results-orientation
• interest in emerging technology trends (including AI and its application in ERP and enterprise environments), with the ability to translate new developments into operational and delivery value and actively promote and drive their adoption within the organization
• experience in the utilities sector is a strong plus
• PRINCE2 or PMI certification is a plus
• willingness to travel to customers

What we offer 

• A fast-growing and international environment with offices in beautiful Ghent (Belgium), bustling Atlanta (USA) and lively London (UK).
• Working with future-ready water and energy companies and building valuable utility expertise.
• Internal mobility, developing your career through various educational programs and growth paths.
• An entrepreneurial mindset where you have a direct impact on our growth journey.
• An open environment where we understand the importance of taking a break to recharge and achieve the best results. We make it a priority to celebrate milestones, both big and small.
• Onboarding, learning and buddy programs to get ready for a smooth start in your new job.
• A flexible and inclusive working environment, where people can just be who they are, and where we offer flexible options for hybrid working so you can work in a way that suits you best.
• Competitive perks & benefits, because we want to help you reach your full potential, both at work and in your personal life.
• A lot of fun moments with an eye for sports, celebration and wellbeing, important for maintaining a healthy work-life balance.