We are recruiting for a Fire & Security Manager / Head of Operations in the Fire & Security Industry. The company specialises in the design, supply, installation, and maintenance of Fire Alarms, Intruder Alarms, CCTV, Access Control, Emergency Lighting, Fire Extinguishers, and Nurse Call Systems. The Fire & Security Manager / Head of Operations will oversee all operational functions across the business, ensuring exceptional service delivery, regulatory compliance, and the achievement of commercial and strategic goals. This role carries full responsibility for Contract Management, Engineer Scheduling & Deployment, Operational Efficiency, Process Improvement, Team Leadership, and Customer Satisfaction. Job Description Operational Performance • Lead and manage day-to-day operations across installation, maintenance, and remedial services, ensuring profitable and efficient performance. • Develop operational strategies aligned with company objectives. • Champion continuous improvement across processes, productivity, and service delivery. • Produce regular performance updates, KPI reporting, and operational insights for senior leadership. Contract Management • Oversee workforce planning, scheduling, subcontractor engagement, and equipment allocation to maximise productivity and meet SLA requirements. • Negotiate and manage new and existing contracts to ensure strong profitability and client satisfaction. • Monitor contract performance, proactively addressing and resolving operational issues. Compliance & Standards • Ensure ongoing compliance with regulations, Health & Safety requirements, and ISO standards. • Maintain industry accreditations (NSI, BAFE) and embed best practice throughout the operation. Financial Management • Manage operational budgets, engineer productivity, and cost control to meet financial targets. • Drive timely and accurate invoicing on a daily/weekly basis. • Provide reliable forecasting, financial updates, and performance insights. Team Leadership • Lead, develop, and mentor engineering and operational support teams. • Support recruitment, onboarding, and development of engineers and subcontractors. • Foster a culture of accountability, safety, customer focus, and high performance. • Contribute to cross-business collaboration Customer Experience • Ensure the delivery of outstanding customer service and maintain strong client relationships. • Act as a key escalation point for operational issues, ensuring swift and effective resolution. Key Performance Indicators Operational Efficiency • Delivery of required engineer turnover and productivity. • Effective scheduling performance managed through the administrative team. Contract Management • Successful contract mobilisation, delivery, and reporting aligned with SLA commitments. Compliance & Quality • Zero major non-conformities during audits. • Retention of NSI/BAFE accreditations. Customer Satisfaction • Timely resolution of escalated customer issues. • Regular performance and review meetings with key clients, including identification of improvement and growth opportunities. Financial Performance • Contribution to revenue targets. • Growth of revenue within existing contracts. Team Performance • Strong retention and colleague engagement. • High levels of training compliance, competency, and professional development. Person Specification • Proven experience in a senior operational role within FM, M&E, Business Services, Electrical, or Fire & Security sectors. • Strong understanding of Fire & Security compliance requirements and industry standards. • Demonstrated expertise in contract management, mobilisation, and project delivery. • Excellent leadership, communication, and stakeholder management skills. • Commercially astute, with experience managing budgets and performance metrics. • Ability to drive operational improvement and lead organisational change. • Self-motivated with strong people management skills and experience leading smaller teams. • Flexible, adaptable, and highly customer-focused. • Proven ability to develop and grow team capability. • Relevant technical or management qualifications (e.g., NVQ, IOSH, Prince2). The package includes: Health and Wellbeing Basic salary up to £75,000 Bonus Extended holidays Life insurance Excellent career progression and many more benefits