Overview

Join to apply for the

Director of Case Operations

role at

Kainos .At Kainos, we’re problem solvers, innovators, and collaborators—driven by a shared mission to create real impact. We believe in a

people-first culture , where ideas are valued, growth is supported, and contributions matter. You’ll be part of a diverse, ambitious team that celebrates creativity and collaboration.Ready to make your mark?

Join us and be part of something bigger.Main purpose of the role and responsibilities

As the

Director of Case Operations , you will be the cornerstone of our commitment to excellence in ITIL-based service delivery, ensuring that all case operations uphold ITIL best practices for running a service business. You will guarantee that cases are resolved in strict compliance with contractual agreements, maintaining the highest levels of customer satisfaction and consultant utilization KPIs. This role demands an exceptional blend of technical expertise, leadership, and strategic vision to drive operational excellence and customer success.You’ll participate in business development activities, working with the sales team on opportunities within your area and will be jointly accountable for achieving sales targets, providing commercially competitive estimates and content to support the sales processes. As an expert in your capability or capabilities, you’ll share knowledge and direct thought leadership both internally and externally. You will also be responsible for attracting, recruiting, developing and mentoring talent within your team.Your Key Responsibilities

Oversee the entire case management lifecycle, ensuring adherence to ITIL best practices, contract specifications, and service level agreements (SLAs).Maintain and enhance customer satisfaction ratings through exceptional case resolution practices, regularly reviewing feedback to drive continuous improvement.Monitor and report on key performance indicators (KPIs) related to case operations and consultant utilization, implementing strategies for optimization.Serve as one of the senior points of contact and escalation for clients, fostering strong relationships and ensuring their needs and expectations are met or exceeded.Participate in business development activities, collaborating with the sales team to identify opportunities and contribute to achieving sales targets with competitive service offerings.Lead and develop the case operations team, attracting, recruiting, and mentoring top talent to build a high-performing team.Drive thought leadership in ITIL best practices, sharing knowledge internally and externally to reinforce our market position as industry leaders.Manage conflicting demands efficiently, demonstrating exceptional negotiation, conflict resolution, and relationship management skills.Participate in daily solutioning to maintain a utilization target of 50% and act as a role model for the team in terms of customer satisfaction and process compliance.People Management

Your role will include managing people. Where you have direct reports, your responsibilities may include:Agreeing, setting and reviewing goals aligned to Kainos, Workday BU and your CapabilityProviding support so that goals can be achievedReviewing and refining goals for relevance and to keep performance on trackReviewing performance against goals and providing feedbackConducting 1:1 monthly and/or project completion feedback meetingsRequesting and providing regular feedback in WorkdayCompleting End of Year reviews and agreeing the outcomes for the yearIdentifying training to support developmentPursuing and supporting career paths and progressionReviewing weekly workload forecasting (staff allocations and timesheet checks) and utilizationActively being involved in recruitment/interviewsReviewing attrition and retention metricsWhat We Are Looking For

Significant experience operating at a senior or director level in your capability or capabilities on multiple large ERP, Corporate Services and/or Workday implementationsSignificant experience working in multiple ERP, Corporate Services and/or Workday capabilitiesBroad business and technology experience with an awareness of industry trendsExcellent leadership skills, including ability to delegate, motivate, lead, attract and develop staffExcellent customer management experience, working with senior executives with the ability to formally present to senior client and conference audiencesExcellent skills in managing conflicting demands and performing in complex and difficult situations, including negotiation, conflict resolution and relationship managementSound commercial understanding of utilization within a services organisation and the importance of these targetsExcellent written and oral communication skillsNice To Have

Professional qualifications where applicable in your CapabilityWorkday certification in HCM, Financials or Payroll and at least two additional specialismsEmbracing our differences

At Kainos, we believe in diversity, equity and inclusion. We are committed to building a team that is as diverse as the world we live in, where everyone is valued, respected, and given an equal chance to thrive. We actively seek out talented people from all backgrounds, regardless of age, race, ethnicity, gender, sexual orientation, religion, disability, or any other characteristic. We also believe every candidate deserves a level playing field. If accommodations or adjustments are required, please reach out so the recruitment process can be tailored to your needs.Seniority level

DirectorEmployment type

Full-timeJob function

Management and ManufacturingIndustries

Information Services

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