Location: Barcelona (Hybrid model)
Experience/Profile: Leading Operations | SaaS | ITIL | Automation & AI
Languages: 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 & IMPACT

As 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 and/or onboarding/customer operations teams

• Demonstrated success in process optimization and operational scaling

• Strong 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