Location : Barcelona (Hybrid model)
Asegúrese de leer detenidamente la información sobre esta oportunidad antes de presentar su candidatura.Experience/Profile: Leading Operations | SaaS | ITIL | Automation & AILanguages : Spanish & English (Catalan is a strong plus)
WHAT'S THE PROJECT?You'll join a growing international medical SaaS company entering a key transformation phase.
After years of stable growth, the organization is now scaling its subscription model and modernizing its Operations to become more efficient, data‐driven and automation‐focused.
This role is central to that evolution.
YOUR ROLE & IMPACTAs a Senior Operations Manager, you will lead a team of approx. 40–50 people, covering:
Application Support (ITIL-based Service Desk)
Customer Onboarding & Go‐Live (SaaS implementation)
Operational governance & internal processes
Your impact will be tangible and strategic.
Operational Governance & Performance
Define and implement clear operational structure and accountability
Monitor and improve SLAs, KPIs and service quality
Ensure proper resource allocation and workload planning
Shift from reactive support to a predictive, performance‐driven model
Process Optimization & Scalability
Map, standardize and optimize operational workflows
Eliminate inefficiencies and reduce manual effort
Implement scalable processes aligned with a SaaS environment
Build a strong KPI and reporting culture
Automation & AI Enablement
Identify opportunities for automation across support and onboarding
Promote AI‐driven tools (intelligent ticketing, knowledge automation, predictive insights)
Define clear metrics to measure impact
Support teams in evolving their roles alongside technology
Leadership & Change Management
Lead experienced team leaders and drive cultural evolution
Communicate change clearly and constructively
Build engagement around results, ownership and continuous improvement
Act as a key bridge between Operations, Product/Engineering, Sales and HR
This is a transformation role, focused on results, structure and long‐term scalability.
MUST HAVES
6–10+ years of experience leading Operations, ideally in SaaS, software or IT‐related environments
Strong knowledge of ITIL principles and service management frameworks
Proven experience managing support xiphteb and/or onboarding/customer operations teams
Demonstrated success in process optimization and operational scalingStrong data‐driven mindset with KPI ownership
Experience driving change in established teams
Native level in Spanish, full professional proficiency in English (Catalan is a strong plus)
NICE TO HAVE
Experience in SaaS or Cloud transition environments
Exposure to automation and/or AI implementation
ITIL certification
Experience in mid‐sized, fast‐evolving companies
WHAT'S IN IT FOR YOU?
Competitive salary package
Annual performance bonus
Training & development opportunities
International exposure and high‐impact leadership role
Hybrid flexibility
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