Kieran Dale
Head of Operations @Robertson Cooper
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WORK HISTORY
Head of Operations @Robertson Cooper
Manchester, GB
Leading operations and client delivery, formalising and scaling the operations function to support strategic and commercial objectives. Line manage the in-house Client Delivery Team, oversee delivery across a large client portfolio, manage and quality-assure the external Associate Network, and partner with the Leadership Team to embed consistent, scalable ways of working.• Lead a team of 5 FTE and 2 contractors, plus the Associate Network, ensuring consistent delivery standards and client experience.• Embedded a standardised PM methodology and delivery governance using Jira, improving visibility, consistency and delivery control.• Introduced time tracking, utilisation reporting, resource planning and project-level profitability review to strengthen forecasting and commercial insight.• Re-designed end-to-end processes across account management, client success and sales-to-delivery handover to reduce friction and clarify ownership.• Implemented a PM-led delivery model to improve scalability and enable SMEs to focus on higher-value activity.• Improved platform metadata capture to enhance reporting quality and strengthen analytics and MI capability.• Led ISO 27001 and ISO 9001 implementation and ongoing assurance, achieving certification (Jan 2025) and re-certification (Jan 2026) through to Jan 2028.• Expanded and professionalised the Associate Network from 4 to 16, improving capacity planning and quality assurance.• Established a partnership with a global facilitation provider to broaden international delivery capability.• Own monthly client delivery MI and commentary to drive performance improvements and leadership decision-making.• Drive productised delivery through SOPs, pricing alignment and consistent deliverables; collaborate cross-functionally with Sales, Finance, Technology and SMEs.
EDUCATION
Durham University
Bachelor of Arts (BA)
SKILLS
ABOUT KIERAN DALE
I lead operations and client delivery within a professional services consultancy, helping organisations scale delivery without losing quality. My focus is building the operating model that makes delivery repeatable and commercially sound: clear governance, strong performance insight, effective resourcing, and processes that stick.As Head of Operations (Operations & Client Delivery) at Robertson Cooper, I lead a blended team across in-house delivery, contractors and an expanded associate network. I’ve introduced a standardised PM approach (Jira), embedded time tracking and utilisation insight, redesigned end-to-end workflows across sales-to-delivery handover, account management and client success, and improved platform metadata capture to strengthen reporting and analytics. I also led ISO 27001 and ISO 9001 implementation and assurance, achieving certification in Jan 2025 and re-certification in Jan 2026 through to Jan 2028.I’m at my best at the intersection of delivery, operations and continuous improvement: simplifying complexity, improving client experience, and turning data into decisions.Core strengths: operations leadership, delivery governance, operating model design, process improvement, capacity planning and utilisation, performance MI, stakeholder management, partner/associate networks, ISO 27001/9001, Jira.
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