EO Charging (EO) is a global pioneer in electric vehicle (EV) charging solutions for depot-based fleets. EO is on a mission to accelerate carbon-free transportation by enabling the transition to electric fleets—promising to make charging simple, reliable, and accessible to fleets around the world. EO delivers commercial-grade Charge Assurance through its full technology and service stack, offered as-a-service, and boasts an unrivalled market uptime of over 99% across its customer base. EO’s end-to-end EV infrastructure solutions include depot design, electrical installation, grid upgrades, and ongoing operations and maintenance for car, van, truck, and bus fleets. Many of the world’s largest and most complex fleet operators already rely on EO’s technology, including Amazon, DHL, UPS, Tesco, and FedEx. Please note: The role requires travel to company sites in London and the Warrington area. While not a daily requirement, occasional travel will be necessary to address escalated matters, engage with stakeholders, and meet with customers as required. About the role - We are seeking a dynamic and results-driven Head of Operations and Maintenance to lead the strategy, performance, and reliability of our EV charging network. This role combines operational leadership, technical expertise, and commercial acumen to ensure exceptional uptime, regulatory compliance, and customer satisfaction. The role also manages out-of-hours escalations, leads and develops high-performing teams, negotiates and manages service contracts, and drives operational efficiency and cost optimisation across a multi-site, 24/7 network. Key Role Responsibilities - Manage customer contractual obligations, including SLA adherence, performance reporting, and service credit administration. Act as the key operational point of contact for customer escalations and performance reviews. Collaborate with commercial and legal teams to review, negotiate, and renew O&M-related customer contracts. Develop and execute the operational strategy in alignment with commercial and growth objectives. Drive operational scalability by optimising workflows, technology adoption, and resource deployment. Define and track operational KPIs including service level adherence, and cost efficiency. Develop and enforce preventive and predictive maintenance programs to ensure high system availability and reliability. Lead contract negotiations with OEMs to secure optimal commercial and operational terms. Develop and maintain robust subcontractor relationships, ensuring SLA compliance and performance delivery. Oversee warranty management, contracts, and spare parts inventory control. Oversee health & safety compliance, quality assurance, and risk management across operational activities. Represent the operations function in board-level reporting and updates and industry events where needed. About you - Comfortable working in an Agile/dynamic working environment. Familiarity with regulatory and safety compliance in electrical infrastructure projects. Willingness to travel across operational sites and partner locations. Additional European language(s). Experience in a customer service or support environment. Proficient working knowledge of Microsoft Office suite (Word, Excel) and MS Project. Demonstrate the ability to balance priorities among competing needs whilst providing the highest level of value to the company. Excellent interpersonal and organisational skills. Excellent written skills and ability to communicate with people of all levels including confident telephone manner. Commercially aware. Ability to collaborate ensuring compliance to health, safety, and environmental legislation. Proven track record of delivering targets whilst maintaining outstanding customer relations/ services.