Job Purpose
The Operations Improvement Lead is a member of the GB EQS Leadership Team, accountable for delivering performance improvement, employee engagement, and visible leadership impact across Equipment Services. The role drives standardisation, optimisation, and cost efficiency to deliver measurable improvements in service quality, productivity, and operational performance. It ensures delivery of major conversion and initiative programmes across national accounts, ensures effective stakeholder delivery, and holds accountability for the Customer Service Contact Centre. With a strong focus on consistent customer service excellence this role acts as a catalyst for sustained improvement in cost, uptime, and customer experience.
Location: Milton Keynes, GB
What You’ll Be Responsible For
* Leading large‑scale operational improvement and transformation initiatives
* Driving standardised, efficient, and customer‑focused service delivery
* Championing continuous improvement, governance, and performance management
* Leading and developing cross‑functional teams, including CI and Customer Service
* Delivering national programmes with clear, measurable business benefits; building a strong, engaged, and accountable performance culture
Experience & Qualifications
Must‑Have
* Proven strategic leadership capability with excellent communication and stakeholder management skills across all organisational levels
* Ability to lead effectively in ambiguous, complex environments, providing clarity and direction
* Strong capability to design and implement standardised processes while understanding and accommodating local operational complexities
* Excellent analytical and problem‑solving skills, with a highly data‑driven approach to decision making
* Demonstrated coaching and people development experience, building CI capability and embedding a standardisation mindset
* Strong financial acumen, including cost analysis, business cases, and budget management; extensive project and change management experience, delivering sustainable outcomes
Nice‑to‑Have
* Experience with equipment services, field service, technical operations, aftermarket/service centres, or asset maintenance environments
* Familiarity with service management systems and performance reporting, including work order management, scheduling/dispatch, parts inventory, and technician productivity
Why Join Us?
* Senior leadership role with high visibility and genuine influence
* Opportunity to shape long‑term operational excellence at scale; complex and meaningful transformation agenda
* Collaborative, values‑driven leadership culture
If you are passionate about continuous improvement and motivated by delivering real, measurable impact, we would love to hear from you.
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