We are looking for a Repair Operations Manager to play a key role in delivering Sepura Repair services to our global customer base.
The Repair Operations Manager is accountable for the end-to-end performance of Sepura’s repair service operations, ensuring delivery against customer service level agreements, operational KPIs, and financial targets. The role owns the operational management of the Cambridge Service Centre, driving capacity planning, process optimisation, and continuous improvement to ensure a scalable, efficient, and compliant repair service.
This position plays a key role in aligning operational capability with Sepura’s business objectives, customer expectations, and product lifecycle requirements, working cross-functionally with Engineering, Operations and Commercial teams as well as Partner networks.
Responsibilities
- Own end-to-end delivery of repair services against SLA, quality, cost, and turnaround targets
- Define and manage operational KPIs and ensure performance is tracked and improved
- Ensure capacity planning and resources are aligned to demand
- Drive operational efficiency, productivity, and throughput improvements
- Oversee the technical capability of the repair function, ensuring robust fault-finding, diagnostic processes, and engineering standards are in place
- Own service reporting and contribute to operational reviews
- Support commercial activities including tenders, pricing, and service proposals
- Ensure compliance across both Sepura and partner repair operations
- Manage budgets, cost control, and efficiency improvements
- Oversee inventory and management of equipment within repairs
- Lead and develop the to grow team capability and manage performance
- Ensure continuous development of diagnostic methods, repair techniques, and technical knowledge within the team
- Drive a culture of accountability, collaboration, and continuous improvement
- Ensure compliance with ISO9001, H&S, environmental and security requirements
- Support the adoption and optimisation of ERP (D365) service workflows.
Day to Day
- Monitor operational performance against SLA and KPI targets taking proactive action to address issues
- Review capacity planning and resource allocation against demand forecasts
- Lead daily/weekly operational reviews and escalation management
- Engage with key customers and internal stakeholders on service performance
- Drive continuous improvement initiatives and track implementation outcomes
- Ensure compliance, audit readiness, and process adherence across operations
- Support cross-functional coordination (Engineering, Supply Chain, Commercial and Customer Support)
- Oversee the system workflow performance and reporting accuracy
Due to the nature of the services delivered by the team, this role requires candidates to be UK SC cleared.
Must-Haves
- Degree in an engineering or related technical subject, or equivalent level of professional experience gained within an electronic repair or manufacturing environment
- Proven experience managing end-to-end service or production operations in a workshop environment
- Demonstrated ownership of operational KPIs, budgets, and performance improvement
- Experience driving continuous improvement (Lean / Six Sigma / CI methodologies desirable)
- Strong stakeholder management across technical and commercial functions
- Experience working with customer facing teams to support customers in a B2B environment
- Proficient with Microsoft Office applications, including for managing communications and data analysis
- Commercial awareness to managing costs and pricing for services.
Nice to Have
- Formal qualification in electronics or a related discipline (e.g. ONC/HNC/HND, degree, or equivalent technical certification)
- Relevant qualifications to Repair services, e.g. IPC certification, auditor training, ITIL
- Background in Electronics and manufacturing/fault-finding techniques and repair of products down to component level
- Knowledge of Microsoft Dynamics AX / 365 environment and Power Applications
- Familiarity with preparing and delivering presentations to customers and partners
- Experience of leading a positive workplace culture and increasing employee satisfaction
- Project management experience.
