Focus Group

Telecoms, IT, and cybersecurity solutions provider

Head of Product Operations

Product ManagementUpdated on Nov 13

Full-timeEngland, UK£90k - £100k /yr

About the Job

Requirements

Significant experience in Product Operations, Product Management, Product Delivery, or Product Programme leadership roles.
Experience taking products from concept through launch and into operational maturity.
Experience managing complex cross-functional product programmes across multiple business functions.
Ability to influence senior leaders and executive teams through stakeholder management.
Experience establishing and enforcing operational readiness and launch governance frameworks.
Commercial understanding of pricing, margins, quoting, billing, and operational delivery models.
Experience leading and developing Product Management or Product Operations teams.
Knowledge of UCaaS, CCaaS, cloud communications, and technology-led service organisations.
Working knowledge of IT Services, Cyber Security, and Managed Service Provider environments.
Experience using operational, commercial, and customer data to drive decision-making and continuous improvement.
Knowledge of billing systems, automation frameworks, provisioning processes, and API-driven integrations.
Programme management, planning, and risk management capabilities.
Ability to make sound decisions in complex environments and challenge launch readiness when required.

Responsibilities

Own end-to-end operational readiness for new product launches and major product enhancements.
Lead launch governance and ensure products meet agreed readiness criteria before entering the market.
Establish and manage go/no-go launch processes covering pricing, billing, provisioning, support, enablement, compliance, and delivery readiness.
Assess the operational feasibility of new propositions, ensuring products can be quoted, provisioned, billed, and supported effectively.
Drive cross-functional product launch programmes across Product, Sales, Service Delivery, Operations, Finance, Billing, and Technology teams.
Own launch planning, dependencies, risk management, stakeholder engagement, and delivery governance.
Ensure Support and Service Delivery teams are involved throughout the proposition and launch lifecycle.
Define and maintain operational acceptance criteria for launches and major product changes.
Lead post-launch hypercare programmes and ensure successful adoption and transition into business-as-usual operations.
Monitor launch performance against business cases, adoption targets, and operational success metrics.
Use lessons learned to drive continuous improvement in future product launches.
Oversee ongoing operational performance of the product portfolio, including service quality, supplier performance, and billing accuracy.
Ensure billing automation, provisioning workflows, and operational processes remain scalable and efficient.
Analyse customer sentiment, support trends, service feedback, and churn indicators to identify improvement opportunities.
Work with Product Directors and Sales teams to support upsell and cross-sell opportunities across the customer base.
Produce and maintain executive-level reporting on product performance, operational readiness, customer outcomes, and portfolio health.
Lead, develop, and mentor a team of Product Managers.
Own and govern the Focus Group Product Framework, ensuring consistent adoption across the business.
Act as Product Operations owner for EasyQuote and ensure products are accurately maintained and optimised within the platform.
Manage supplier and partner operational relationships, supporting vendor programmes, enablement initiatives, rebates, and incentive schemes.
Support acquisition activity by assessing acquired product portfolios and identifying operational integration opportunities.
Provide operational insight and recommendations to Product Directors, Proposition Forums, and executive stakeholders.
Ensure products, suppliers, and operational processes adhere to regulatory, compliance, and governance requirements.

Desired Qualifications

Experience managing Microsoft licensing and Cloud Solution Provider propositions.
Experience delivering customer migration and transformation programmes.
Background working alongside Sales Enablement or Pre-Sales functions.
Customer Success, Customer Experience, or Account Management experience.
Exposure to AI-enabled technology propositions and operational delivery models.
Experience working within Agile or product delivery frameworks.
Knowledge of vendor programmes, partner ecosystems, rebate schemes, and marketing development funds.
Experience within acquisitive and rapidly growing technology organisations.

Competitive Salary + Benefits
Flexible UK location (with UK travel as required)

Make an Impact at Focus Group

This is a rare opportunity to shape the operational success of one of the UK's leading technology providers. As Head of Product Operations, you'll sit at the heart of our product organisation, ensuring innovative solutions are successfully launched, adopted and scaled across the business.

Working closely with senior leaders across Product, Sales, Operations, Technology and Finance, you'll drive the frameworks, governance and processes that turn great product ideas into commercially successful outcomes. From UCaaS and Cyber Security to AI-enabled solutions and Software Licensing, you'll play a pivotal role in delivering operational excellence across a diverse and evolving portfolio.

If you're a strategic leader who thrives on bringing teams together, driving accountability and creating scalable operational processes, this is an opportunity to make a lasting impact in a fast-growing, ambitious technology business.

The Role

As Head of Product Operations, you will be responsible for ensuring Focus Group's products are not only launched successfully but are fully operational, supportable, commercially viable and scalable throughout their lifecycle.

Working closely with Product Directors, you'll take approved product strategies and ensure they can be effectively delivered, quoted, provisioned, billed and supported across the business. You'll lead the operational readiness of new propositions across a portfolio spanning UCaaS, CCaaS, IT Services, Cyber Security, Software Licensing, AI-enabled solutions, Mobile, IoT, Billing Automation and Hardware.

You'll own the frameworks, governance and processes that bridge Product, Sales, Service Delivery, Operations, Finance and Technology, ensuring products move seamlessly from concept to launch and into business-as-usual operation.

Own the end-to-end operational readiness process for new product launches and major product enhancements
Lead launch governance, ensuring products meet agreed readiness criteria before entering the market
Establish and manage go/no-go launch processes covering pricing, billing, provisioning, support, enablement, compliance and delivery readiness
Assess the operational feasibility of new propositions, ensuring products can be effectively quoted, provisioned, billed and supported
Drive cross-functional product launch programmes across Product, Sales, Service Delivery, Operations, Finance, Billing and Technology teams
Own launch planning, dependencies, risk management, stakeholder engagement and delivery governance
Ensure Support and Service Delivery teams are involved throughout the proposition and launch lifecycle
Define and maintain operational acceptance criteria for all launches and major product changes
Lead post-launch hypercare programmes, ensuring successful adoption and transition into business-as-usual operations
Monitor launch performance against agreed business cases, adoption targets and operational success metrics
Drive continuous improvement by incorporating lessons learned into future product launches
Oversee the ongoing operational performance of the product portfolio, including service quality, supplier performance and billing accuracy
Ensure billing automation, provisioning workflows and operational processes remain scalable and efficient
Analyse customer sentiment, support trends, service feedback and churn indicators to identify improvement opportunities
Work closely with Product Directors and Sales teams to support upsell and cross-sell opportunities across the customer base
Produce and maintain executive-level reporting covering product performance, operational readiness, customer outcomes and portfolio health
Lead, develop and mentor a team of Product Managers, creating a culture of accountability, ownership and continuous improvement
Own and govern the Focus Group Product Framework, ensuring consistent adoption across the business
Act as Product Operations owner for EasyQuote, ensuring products are accurately maintained and optimised within the platform
Manage supplier and partner operational relationships, supporting vendor programmes, enablement initiatives, rebates and incentive schemes
Support acquisition activity by assessing acquired product portfolios and identifying operational integration opportunities
Provide operational insight and recommendations to Product Directors, Proposition Forums and Executive stakeholders
Ensure products, suppliers and operational processes adhere to regulatory, compliance and governance requirements

Essential

Significant experience in Product Operations, Product Management, Product Delivery or Product Programme leadership roles
Proven experience taking products from concept through launch and into operational maturity
Strong experience managing complex cross-functional product programmes across multiple business functions
Excellent stakeholder management skills with the ability to influence senior leaders and executive teams
Demonstrable experience establishing and enforcing operational readiness and launch governance frameworks
Strong commercial understanding of pricing, margins, quoting, billing and operational delivery models
Proven experience leading and developing Product Management or Product Operations teams
Strong knowledge of UCaaS, CCaaS, cloud communications and technology-led service organisations
Working knowledge of IT Services, Cyber Security and Managed Service Provider (MSP) environments
Experience using operational, commercial and customer data to drive decision-making and continuous improvement
Knowledge of billing systems, automation frameworks, provisioning processes and API-driven integrations
Strong programme management, planning and risk management capabilities
Ability to make sound decisions within complex environments and confidently challenge launch readiness where required

Desirable

Experience managing Microsoft licensing and Cloud Solution Provider (CSP) propositions
Experience delivering customer migration and transformation programmes
Background working alongside Sales Enablement or Pre-Sales functions
Customer Success, Customer Experience or Account Management experience
Exposure to AI-enabled technology propositions and operational delivery models
Experience working within Agile or product delivery frameworks
Knowledge of vendor programmes, partner ecosystems, rebate schemes and marketing development funds (MDF)
Experience within acquisitive and rapidly growing technology organisations

About the Company

Focus Group

Telecoms, IT, and cybersecurity solutions provider

Focus Group is a UK technology services provider offering telecoms, connectivity, IT, cybersecurity, mobile services, and energy as a single package for businesses. It supports hosted or on-premise phone systems, VoIP, and Microsoft Teams integration, plus managed IT services, cloud (e.g., Microsoft 365), and disaster recovery, with a single bill and one point of contact. The company stands out by partnering with multiple network providers to tailor flexible, competitively priced bundles rather than relying on one vendor, and it has grown through active M&A with private equity backing. Its goal is to simplify technology management for UK organizations by providing an integrated, end-to-end solution for communications, IT, and security needs.

Company size: 1,001-5,000
Company stage: Growth Equity (Non-Venture Capital)
Total funding: $28.1M
Headquarters: Shoreham-by-Sea, United Kingdom
Founded: 2004

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