The Head of Operations will lead and manage all operational activities, ensuring the delivery of high-quality services, compliance with industry standards, and contribute to the achievement of business objectives. This role includes full responsibility for Contract Management, Operational Efficiency – Engineers & Scheduling, Process Efficiency, general team leadership, and Customer satisfaction
Operational Performance:
* Oversee a profitable day-to-day operational performance across installation, maintenance, and remedial services.
* Develop and implement operational strategies aligned with company goals.
* Drive continuous improvement in processes, productivity, and service delivery.
* Prepare regular performance reports, KPIs, and operational updates for senior management.
Contract Management:
Oversee workforce scheduling, equipment allocation, and subcontractor coordination to optimize productivity, ensuring compliance with agreed terms and SLAs.
Negotiate new contracts and renewals to maximize profitability and customer satisfaction.
Monitor contract performance and resolve any issues promptly.
Compliance & Standards:
Ensure adherence to UK fire and security regulations, health & safety standards, and ISO requirements.
Maintain accreditations (e.g., NSI, BAFE) and implement best practices across operations.
Financial Management:
Control operational budgets (engineer productivity), monitor costs, and deliver projects within financial targets.
Drive the invoicing process on a daily/weekly basis.
Provide accurate forecasting and reporting to senior leadership.
Team Leadership:
Lead, mentor, and develop operational teams, including engineers and office support.
Support in the hiring and development of engineers and a sub-contractor network
Create a culture of accountability, safety, and customer focus with high performance & morale.
Provide input and engagement with other businesses in the Asset Protection Group
Customer Experience:
Ensure exceptional service delivery and maintain strong client relationships.
Act as escalation point for operational issues and drive resolution.
Operational Efficiency
Achieving the required engineer turnover contribution
Ensure scheduling efficiency is delivered by the admin team
Contract Management
Successful management from mobilization, delivery, reporting based on the agreed SLA’s
Compliance & Quality
Nil major non-conformities in audits
Maintain NSI/BAFE accreditation status
Customer Satisfaction
Proven experience in a senior operational role within a FM, M&E, Business Services, Electrical or Fire & Security sectors
Strong knowledge of UK compliance standards and industry regulations.
Expertise in contract management including mobilisation and project management
Excellent leadership, communication, and stakeholder management skills.
Commercial acumen with experience managing budgets and KPIs.
Ability to implement operational improvements and manage change effectively.
Self-motivated with strong motivational traits and evidence of managing small teams
Adaptable and flexible and customer service focused
Track record of developing colleagues
Relevant technical or management qualifications (e.g., NVQ, IOSH, Prince2)