Director of Case Operations

At Kainos, we’re problem solvers, innovators, and collaborators - driven by a shared mission to create real impact. Whether we’re transforming digital services for millions, delivering cutting-edge Workday solutions, or pushing the boundaries of technology, we do it together.

We believe in a people-first culture, where your ideas are valued, your growth is supported, and your contributions truly make a difference. Here, you’ll be part of a diverse, ambitious team that celebrates creativity and collaboration.

Ready to make your mark? Join us and be part of something bigger.

MAIN PURPOSE OF THE ROLE & RESPONSIBILITIES IN THE BUSINESS:
As the Director of Case Operations, you will be the cornerstone of our commitment to excellence in ITIL-based service delivery, ensuring that all case operations uphold ITIL best practices for running a service business. You will guarantee that cases are resolved in strict compliance with contractual agreements, maintaining the highest levels of customer satisfaction and consultant utilization KPIs. This role demands an exceptional blend of technical expertise, leadership, and strategic vision to drive operational excellence and customer success.
You’ll take part in business development activities, working with the sales team on opportunities within your area and will be jointly accountable for achieving sales targets, providing commercially competitive estimates and content to support the sales processes. As an expert in your capability or capabilities, you’ll share knowledge and direct thought leadership both internally and externally.

You will also be responsible for attracting, recruiting, developing and mentoring talent within your team.
Your key responsibilities will include:

• Oversee the entire case management lifecycle, ensuring adherence to ITIL best practices, contract specifications, and service level agreements (SLAs).

• Maintain and enhance customer satisfaction ratings through exceptional case resolution practices, regularly reviewing feedback to drive continuous improvement.

• Monitor and report on key performance indicators (KPIs) related to case operations and consultant utilization, implementing strategies for optimization.

• Serve as one of the senior point of contact and escalation for clients, fostering strong relationships and ensuring their needs and expectations are met or exceeded.

• Participate in business development activities, collaborating with the sales team to identify opportunities and contribute to achieving sales targets with competitive service offerings.

• Lead and develop the case operations team, attracting, recruiting, and mentoring top talent to build a high-performing team.

• Drive thought leadership in ITIL best practices, sharing knowledge internally and externally to reinforce our market position as industry leaders.

• Manage conflicting demands efficiently, demonstrating exceptional negotiation, conflict resolution, and relationship management skills.

• Participate is the daily solutioning to maintain a utilization target of 50% and act as a role model for the team in terms of customer satisfaction and process compliance.

People management:

Your role will include managing people. Where you do have direct reports your responsibilities may include:

• Agreeing, setting and reviewing your and your team’s goals aligned to Kainos, Workday BU and your Capability

• Providing support so that your and your team’s goals can be achieved

• Reviewing and refining goals for relevance and to keep performance on track

• Reviewing performance against goals and provide feedback

• Conducting 1:1 monthly and/or project completion feedback meetings

• Requesting and providing regular feedback in Workday

• Completing End of Year reviews and agreeing the outcomes for the year

• Identifying training to support your and your team’s development

• Pursuing and supporting you and your team members’ career paths and progression

• Reviewing weekly workload forecasting (staff allocations and timesheet checks) and utilisation

• Actively being involved in recruitment/interviews

• Reviewing attrition and retention metrics

What we are looking for:

• Significant experience of operating at a senior or director level in your capability or capabilities on multiple large ERP, Corporate Services and/or Workday implementations

• Significant experience working in multiple ERP, Corporate Services and/or Workday capabilities

• Broad business and technology experience and a good awareness of industry trends

• Excellent leadership skills, including ability to delegate, motivate, lead, attract and develop staff

• Excellent customer management experience, working with senior executives in customer organisations with the ability to formally present to senior client and conference audiences

• Excellent skills in managing conflicting demands and performing effectively in complex and difficult situations, including negotiation, conflict resolution and relationship management

• Sound commercial understanding of utilisation within a services organisation and the importance of these targets

• Excellent written and oral communication skills

​Nice to have:

• Professional qualifications where applicable in your Capability

• Workday certification in HCM, Financials or Payroll and at least two additional specialisms

At Kainos, we believe in the power of diversity, equity and inclusion. We are committed to building a team that is as diverse as the world we live in, where everyone is valued, respected, and given an equal chance to thrive.   We actively seek out talented people from all backgrounds, regardless of age, race, ethnicity, gender, sexual orientation, religion, disability, or any other characteristic that makes them who they are.   We also believe every candidate deserves a level playing field. 

Our friendly talent acquisition team is here to support you every step of the way, so if you require any accommodations or adjustments, we encourage you to reach out. 

We understand that everyone's journey is different, and by having a private conversation we can ensure that our recruitment process is tailored to your needs.