Head of Web Operations

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About Us
ICL Digital is a fast-growing digital agency based in Richmond upon Thames, specialising in the development of high-performance websites and tailor-made CRM systems. Our offerings span technical hosting, cybersecurity, hands-on support, and data-driven digital marketing-including SEO, PPC, and social media campaigns. We partner with a global network of B2B and B2C clients to deliver impactful digital experiences.

The Opportunity
We're looking for an experienced and solutions-focused Head of Web Operations to take charge of our Web Division. This leadership position reports directly to the CTO and will function as their trusted second-in-command. You'll play a critical role in streamlining processes, improving team delivery, and driving operational excellence across all areas of web production.

Your Responsibilities

• Lead day-to-day activities within the Web Division, including project execution, team resourcing, and budget coordination.
• Work closely with the CTO to execute strategic initiatives and scale operational capabilities.
• Refine internal processes and optimise delivery models in line with our unique "Magic Process" framework.
• Manage and mentor a diverse team comprising developers, designers, marketers, and support specialists.
• Ensure projects are delivered on time, on budget, and to a high standard-tracking KPIs and eliminating inefficiencies.
• Encourage a culture of ownership, continuous learning, and high performance.
• Collaborate with the commercial team to uncover upselling opportunities and long-term growth potential.

What You'll Bring

• A strong background in digital operations or delivery, ideally in a tech or agency setting.
• Knowledge of web development workflows and tools (e.g., WordPress, Laravel).
• Exceptional leadership and communication skills, with experience guiding multidisciplinary teams.
• Comfortable navigating fast-paced, client-focused environments with a hands-on approach.
• Business-minded with the ability to align operational decisions to revenue goals.

What You'll Get

• A competitive compensation package tailored to your experience.
• Hybrid working setup: two days in our Richmond office, with flexibility to work remotely the rest of the week.
  • Must be located within an hour of Richmond upon Thames.
• A supportive environment with a flat structure and open communication.
• Direct collaboration with the CTO and exposure to strategic decision-making.
• Clear growth pathways and professional development opportunities.

• 5-7+ years in a senior operations, delivery, or project management role-experience in a digital agency is a bonus, but not a requirement for the right candidate
• Proven ability to lead cross-functional teams and deliver complex web projects on time and within budget
• Experience managing remote or hybrid teams across different locations
• Strong leadership and team-building skills with a collaborative, motivational approach
• Excellent interpersonal and communication skills, with confidence in managing both internal stakeholders and client relationships
• Able to translate technical details into clear, business-relevant language
• Skilled in designing and improving scalable operational systems and workflows
• Analytical and solutions-oriented, with a proactive attitude toward solving problems and streamlining processes
• Comfortable using performance data and KPIs to drive efficiency and continuous improvement