Head of Operations

Identity Travel is looking for a Head of Operations to own service delivery, team performance and programme governance across the whole business, not just parts of it. This is a senior leadership role for someone who has already run travel operations at this level. It's hands-on too: you'll still do the work, not just manage the people doing it.

Responsibilities

• At least five years in business travel operations, including several years leading teams at senior or manager level within a TMC.
• Experience managing teams across more than one location.
• Solid understanding of TMC operations, both online and offline, including GDS platforms (Amadeus), Midoco, Cytric, Freshdesk, Vibe or similar systems, and how corporate travel programmes are structured.
• Comfortable owning both the commercial and client side of the role, not just what happens internally.
• Able to build and read data yourself, not just receive a report someone else has built.
• Understands ATOL, CAA and Package Travel Regulations, given our regulatory exposure.

Requirements

• Own end to end delivery of business travel services across online and offline channels, spanning corporate, film, groups, venue find.
• Build the operating processes, desk standards and governance structures the business runs on.
• Lead crisis response calmly and decisively; how disruption is managed defines the client relationship.
• Lead Team Leaders and, through them, consultants across Belfast, Ireland and UK locations, building a culture of accountability and high performance.
• Own the KPIs and SLAs that show whether operations is working, and use them to make weekly decisions, not just report upward.
• Serve as the operational escalation point for key corporate clients, working alongside the Commercial Services Manager and Account Management.

• Champion the adoption of technology that improves how the desk operates, such as OBTs, automation and AI-assisted servicing.
• Plan headcount and shift patterns across teams, including for peak periods in sports and events, so the team can flex without breaking service standards.
• Embrace and champion Identity’s values and behaviours

Benefits

• Develops people, not just manages them; the team performs because of the standard set.
• Holds day to day delivery and longer term structure at the same time, without one crowding out the other.
• Has led teams through significant technology or operational change and kept people focused and confident while the ground moved.

• Understands margin, how it's made and how it's lost, and protects it without being told.
• Clear and credible with clients, senior leadership and the team equally.
• Stays structured under pressure, acts quickly, and keeps the team focused when things go wrong.