Head of Hypernet Desk Operations

Job title: Head of Hypernet Desk Operations (One year FTC)

Office location: Serbia with Hybrid working (3 days in the office)

The Head of Hypernet Desk Operations role is responsible for leading the end‑to‑end delivery of customer build sites, ensuring predictable, high‑quality outcomes that meet budget, Health & Safety, Quality and operational standards. It provides strong governance across Customer Build, Network Build and Business Development through clear deployment planning, effective work intake and proactive risk and issue management.

The Head of Hypernet Desk Operations manages CAPEX, OPEX and FTE to meet financial targets while driving efficiencies, innovation and continuous improvement to enhance Homes Passed performance and reduce delivery cost. As a people leader, it sets clear expectations and KPIs, holds teams accountable for behaviours and delivery standards, and builds a high‑performance culture through coaching, constructive challenge and strong communication.

It also shapes and supports strategy by ensuring the right resources, plans and processes are in place, using data insights to enable informed decision‑making, and fostering strong relationships across internal teams to enable collaboration, transparency and effective problem solving.

What will you be doing?

• Take on a pivotal leadership role with full end‑to‑end ownership of customer build delivery — shaping how we deliver high‑quality, predictable outcomes at scale.
• Influence key strategic decisions and work closely with senior leaders across Customer Build, Network Build and Business Development, playing a central role in how we plan, prioritise and execute our regional growth.
• Lead and develop a high‑performing team, setting clear expectations, coaching leaders and embedding a strong culture of accountability, collaboration and continuous improvement.
• Drive meaningful operational impact by improving delivery performance, strengthening governance, enhancing Homes Passed efficiency and reducing cost through better processes, insight‑driven planning and innovation.
• Manage CAPEX, OPEX and FTE to meet financial and operational targets.
• Delivery of THP in-line with budget and achieving Capex Budget at a site level.
• Robust governance and change control to ensure that issues, risks, changes are managed and delivered to agreed target dates.
• Performance monitoring framework prepared and ready for implementation
• Join an organisation with a strong culture, clear direction and genuine appetite for change — where you'll have the autonomy, visibility and support to make things better, remove barriers and deliver lasting, organisation‑wide impact.
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What we are looking for:

• Detailed Knowledge of MDU Build and desk-based management of workflow so Broadband/FTTP/Telco experience is essential
• Track record of delivering cost saving and quality performance improvement from desk-based teams and partners
• Exceptional written and verbal communication skills with strong presentation, interpersonal, negotiating and influencing skills, demonstrated at C-Suite level
• Must be a recognised leader able to influence and motivate individuals and teams within and outside the business, specifically senior management
• Strong analytical and problem-solving skills and the ability to demonstrate innovation and creativity
• It essential that the jobholder has exceptional organisational skills and can multi-task effectively to meet required project deadlines
• Degree level education in business, engineering, or related field

Why work for us?

We're in your corner and our vision is to be the UK's most loved and desired broadband provider, that shows the way broadband is done!

Awarded Broadband Provider of the Year 2023 Uswitch Telecoms Awards, as voted for by 20,000 customers, plus Fair Terms Gold Award 2023. We're also very proud to have been awarded Great Place to Work Certification (2022-23) and UK's Best Workplaces for Wellbeing (2022)

In our Belgrade office, we work with our UK colleagues in a shared mission: to gigabit Britain. Our office started up in 2013 with what was then 20 developers, now we're more than 700 people. Do you want to be a part of our next adventure?

Some of our key Benefits:

• Competitive salary
• Global Remote working for up to 2 week per year for those who are able to work remotely
• 25 days' paid holiday increasing each year, to a max of 35
• Extra days off for your birthday, move house and volunteer
• Access to a wellbeing platform, Rezilient
• Partnership with SOS Children's Village
• Private medical insurance
• Fit Pass discount
• Technology discount
• Team sports activities
• Massages in the office
• Sweet Tuesdays

We're committed to providing equal opportunities to all applicants and employees. In fact, this is at the heart of our culture and values. We welcome applications from candidates from all walks of life.

What happens next?

• You apply (please send us your CV in English)
• We carefully review your application
• We'll get back to you — even if it's a no (for now)