Key Skills

Job Description

Head of Operations (Netherlands) Breda, the Netherlands | Full-time | Hybrid (minimum 3 days in the office) Help us take Epona's Operations to the next level At Epona, we develop software solutions that help law firms and legal teams work smarter and more efficiently. As we continue to grow and evolve towards SaaS solutions, we are looking for a Head of Operations who can strengthen our Dutch Operations team and help us deliver an excellent customer experience. Are you a people focused leader with a strong understanding of IT service delivery? Do you enjoy bringing structure, improving processes and helping teams perform at their best? And are you comfortable combining strategic thinking with a hands on approach? Then we'd like to meet you. Your role As Head of Operations, you will lead our Dutch Operations team of approximately eight professionals across Project Management, Technical Consultancy, and Support. You will be responsible for delivering high quality implementations and support, developing your team and continuously improving how we work. You will play an important role in making our Operations more predictable, efficient and scalable, while keeping customer satisfaction at the heart of everything we do. Reporting to our COO, you will also be part of Epona's international Operations management team, working closely with colleagues across different countries and departments. What you'll be doing Lead and develop your team. Create a positive, accountable working environment where people have clear priorities, receive feedback and have opportunities to grow. Drive operational excellence. Improve the quality, consistency and predictability of implementations and support services, while managing project delivery, resources and capacity. Put customers first. Take ownership of customer escalations, identify recurring issues and work with your team to deliver sustainable solutions. Improve performance. Use operational and financial KPIs to identify opportunities, improve efficiency and strengthen delivery profitability. Support our SaaS transition. Help prepare our Operations organization for new products, evolving technology and more standardized ways of working. Connect teams and departments. Work closely with Sales, Product, Development and international Operations colleagues to improve collaboration and ensure smooth customer handovers. Make change happen. Turn improvement opportunities into practical actions and help your team adopt new processes and ways of working. What you bring We are looking for someone who combines strong people leadership with technical understanding and a drive to improve. Proven experience leading and developing teams in an IT, software or technology-driven services environment. A solid understanding of software implementation, technical consultancy and customer support. Good knowledge of Microsoft 365 and SharePoint, enabling you to engage confidently in technical discussions and challenge solutions where needed. Experience improving operational processes, managing change and building more scalable ways of working. Strong organizational skills, with the ability to set priorities, make decisions and maintain oversight in a dynamic environment. A customer-focused and commercially aware mindset, understanding how operational delivery impacts customer satisfaction, retention and business performance. Confidence working with KPIs, budgets, capacity planning and operational performance data. Strong communication skills and the ability to collaborate across teams, disciplines and countries. A practical, hands-on leadership style: you take ownership, support your team and step in when needed. Professional proficiency in Dutch and English. You are comfortable working from our Breda office at least three days a week, staying close to your team while collaborating internationally. How we work at Epona Our five values guide how we work together: One Team | Customer First | Transparency | Responsible | Respect We believe in open communication, taking ownership and supporting each other across teams and borders. We value people who are willing to challenge existing ways of working, share ideas and turn plans into action. Why join Epona? This is an opportunity to make a real impact in an international software company that is evolving and growing. You will have the opportunity to shape how our Dutch Operations team works, develop talented professionals and contribute to the next phase of our business. You will work closely with colleagues across the organization and play an active role in building a more scalable, customer-focused and collaborative Epona. Interested? We'd love to hear from you. Apply and tell us why you would be a great fit for Epona.

Core Responsibilities

Lead and develop an approximately eight-person Dutch Operations team across project management, technical consultancy, and support, ensuring high-quality customer implementations and service. Improve operational performance, manage escalations and resources, support the SaaS transition, and collaborate with international and cross-functional teams.

Requirements

Candidates should have proven leadership experience in an IT, software, or technology services environment, with a solid understanding of implementation, technical consultancy, and customer support. They should bring process improvement and change management experience, commercial and KPI awareness, knowledge of Microsoft 365 and SharePoint, strong communication skills, and professional proficiency in Dutch and English.