Job Description

About Us:

ICL is a leading London-based digital agency, specialising in website development and bespoke CRM systems. We also provide a comprehensive suite of hosting, support, security and maintenance services, alongside strategic consultancy in B2B and B2C digital marketing. Our expertise spans SEO, PPC, and social media management, serving a well-established portfolio of global clients.

Role Overview:

We are seeking a strategic and detail-oriented Head of Operations to lead and optimise project delivery within our Web Division. Reporting to the Chief Technology Officer (CTO), you will be joining ICL at a pivotal time of transformation and growth. The successful candidate will be instrumental in driving operational excellence, streamlining internal processes, and fostering strong, long-term client relationships.

Key Responsibilities

Lead the day-to-day operations of the Web Division, including end-to-end project delivery, resource planning, and budget oversight. Design, implement, and refine processes to enhance efficiency, scalability, and overall client satisfaction, ensuring alignment with our 'Magic Process'SoP. Manage, mentor, and support a multidisciplinary team including designers, project managers, developers, digital marketers and support staff. Monitor project performance, timelines, and KPIs, proactively identifying and mitigating risks and bottlenecks. Champion quality assurance, innovation, and a culture of continuous improvement across the division.

About You

Proven experience in a senior operations or delivery role within a digital agency or technology-led environment. Strong understanding of web development processes and technologies (e.g. WordPress, Laravel). Excellent leadership, communication, and stakeholder management skills. Comfortable working in a dynamic, fast-paced, and client-facing environment. Proactive approach to problem-solving and exceptional attention to detail. Commercially minded, with a strong focus on identifying and nurturing recurring revenue opportunities.

What We Offer

Competitive salary and benefits package. Flexible remote working, with occasional in-person meetings as required. A supportive, collaborative team culture that values innovation and transparency. Opportunities for professional development and mentorship from industry leaders.

3-5 years of experience

in a senior operations or delivery management role, preferably within a digital agency or technology-focused environment. Proven track record in

overseeing web operations

, including end-to-end project delivery, team leadership, and budget control. Hands-on experience with

web development processes and platforms

such as WordPress, Laravel, or similar CMS/frameworks. Strong background in

resource planning, performance monitoring, and process optimisation

. Demonstrated ability to lead

cross-functional teams

, including designers, developers, marketers, and project managers. Familiarity with

standard operating procedures (SOPs)

and continuous improvement frameworks. Excellent

communication and stakeholder management

skills, with experience managing both internal teams and client relationships. Comfortable working in a

fast-paced, client-centric

environment with competing priorities and tight deadlines. * Strong

analytical thinking

and a proactive approach to problem-solving and risk mitigation.