Operations Team Lead (Intelligence)

The Delivery department combines intelligence, data, and technology experts to provide tailored solutions to major tech clients across a wide range of abuse areas and online harms. 

As the Delivery Operations Team Lead, your mandate is not only to improve efficiency and operational agility but also to build, mentor, and scale a team of individual contributors into a cohesive, elite unit. This role requires a sharp, action-oriented leader focused on driving operational excellence across the Delivery team. 

Roles and Responsibilities

• Translate Delivery’s strategic goals into clear, scalable execution plans, with margin optimization as a core KPI.
• Lead cross-Delivery operational coordination and methodology, partnering with vertical leads to translate client and project needs into scalable, automated workflows that drive standardization, efficiency, and effectiveness.
• Build, mentor, and scale a high-performing Operations team, ensuring Ops Managers act as clear POCs for their verticals.
• Drive the adoption of new automation and AI-based operational tooling across Delivery to improve scale and efficiency.
• Track operational performance and impact through KPIs, dashboards, and structured reporting.
• Own Delivery operational governance, including org charts, onboarding flows, and cross-Delivery operational processes.
• Own Delivery knowledge management, ensuring operational and client data is organized, accessible, and reusable.
• Plan and manage the Delivery budget, including forecasting, expense tracking, margin analysis, and vendor optimization.
• Act as the VP Operations’ right hand, supporting Delivery-related planning, presentations, and ad-hoc strategic initiatives.

• Highly autonomous and independent, a leader who is capable of managing multiple priorities, resolving conflicts, and clearing obstacles without needing close supervision.
• Trust-builder who earns respect quickly, rallies people, and operates with high energy and a strong bias for execution.
• Able to challenge existing processes and propose better operational solutions.
• Experience working with budgets and cost-aware operations.
• Strong orientation toward documentation and knowledge management.
• Tech-oriented, with the ability to quickly learn new technologies and practice areas.
• AI enthusiast and a savvy user of LLMs & Gen AI apps.
• 3-5 years of experience in building and optimizing business processes using technological solutions, with a focus on automation.
• 3 years of experience leading Operations or Project Management teams.
• Intelligence background from intelligence units (Webint, OSINT, etc) - big advantage
• Excellent spoken and written English.