Location: Birmingham (B33) – Hybrid, minimum 3 days per week in the office
Hours: 37.5 hours per week
Reporting to: Head of Operations
We are seeking an experienced, driven, and customer-focused Operations Manager to play a key role in the continued success and growth of our business. The ideal candidate will have a strong background in equipment maintenance or facilities management with a proven ability to drive operational performance, inspire and develop teams, and apply a commercial mindset that balances exceptional customer service with business objectives.
As Operations Manager, you will take ownership of all service, contract, and equipment administration functions, ensuring the efficient day-to-day delivery of operations. This role requires a hands-on leader who can build a culture of accountability and collaboration, confidently navigating challenges as they arise. With strong problem-solving abilities and a focus on continuous improvement, you will drive operational excellence, maximise productivity, and contribute to the long-term success of the business.
What You’ll Do
* Leading service, contract, and equipment administration teams to deliver operational excellence.
* Ensuring service delivery meets customer expectations, contractual obligations, and response time targets.
* Driving 100% monthly Planned Preventative Maintenance (PPM) compliance.
* Managing customer escalations and resolving issues efficiently and professionally.
* Maximising engineer productivity, utilisation, and operational efficiency.
* Monitoring KPIs and operational performance, identifying trends and implementing improvements.
* Producing accurate operational reports and maintaining high standards of administration.
* Building and maintaining strong relationships with customers, suppliers, contractors, and internal stakeholders.
* Supporting business profitability through effective resource planning and commercial decision-making.
* Identifying and implementing process improvements to enhance customer experience and operational performance.
About You
* Proven experience in an Operations Manager, Service Manager or similar management role.
* Strong operational management and organisational skills.
* Previous experience of working in an equipment maintenance, commercial catering or facilities management environment would be highly beneficial.
* Proven leadership and people management capabilities with the ability to engage and motivate a team.
* A customer-first approach with a passion for service excellence.
* Ability to drive engineer productivity and operational efficiency.
* Strong problem-solving and decision-making skills.
* Commercial awareness and an understanding of profitability drivers.
* The ability to analyse data, monitor KPIs, and drive continuous improvement.
* A collaborative, hands-on approach with the ability to build strong relationships with key stakeholders, customers and third-party suppliers and contractors.
Why Join us?
* Excellent career development opportunities within a growing and ambitious business.
* Flexible working arrangements, with a minimum of three days per week in the office.
* The opportunity to make a real impact, driving positive change and influencing operational success.
* Competitive benefits package, including pension, 23 days holiday plus bank holidays, life assurance, and free on-site parking.
* The best of both worlds – the agility and close-knit culture of a smaller business, backed by the stability and support of a larger group.