About ICE
With over 50 years of experience, ICE is the UK's largest independent provider of cleaning equipment, supporting thousands of customer sites across sectors including retail, healthcare, logistics, manufacturing and education.
We combine industry expertise with innovation - from traditional equipment to cutting-edge robotic cleaning solutions - while helping our customers meet their sustainability goals. As a fast-growing business, we offer real opportunity to shape strategy, drive change and make a lasting impact.
The Role
We're looking for a high-impact Chief Operating Officer to take ownership of operational performance across a fast-growing, market leading business.
This is a pivotal executive role where you will shape and execute operational strategy, scale service delivery and drive performance across a complex, multi-site operation.
Working closely with the senior leadership team, you will improve efficiency, enhance customer experience and support the next phase of growth with full accountability for delivering measurable results.
Location - UK
This role is a combination of working on customer sites, at our operational locations in Peterborough, Southampton and Runcorn and remote working. We're open on location for the right individual.
Key Responsibilities
* Define and deliver operational strategy aligned to business growth
* Own service performance, KPIs and continuous improvement
* Act as senior escalation point for critical operational and customer issues
* Drive a culture of accountability, safety and operational excellence
* Lead the Service Delivery function through a team of managers
* Improve service quality, response times and customer satisfaction
* Use data and insight to identify risks, trends and opportunities
Operational Oversight
Hubs & Warehouse
* Own performance across regional hubs, ensuring efficiency, consistency and scalability
* Drive improvements in asset utilisation, inventory management and turnaround times
* Implement standardised processes for asset tracking, lifecycle management and quality control
Field Engineering & Technical Services
* Lead nationwide field operations, ensuring high levels of productivity, safety and compliance
* Drive improvements in first-time fix rates, SLA performance and engineer utilisation
* Ensure consistent delivery of preventative maintenance, reactive repairs and compliance testing
Helpdesk & Scheduling
* Oversee scheduling, resource planning and job allocation to maximise operational efficiency
* Improve response times, SLA adherence and customer communication
* Enhance systems and processes to increase visibility, accuracy and coordination
Parts & Smartcall
* Ensure efficient parts supply, stock availability and supply chain performance
* Drive the development of Smartcall to improve remote diagnostics and reduce downtime
* Build strong supplier relationships to ensure cost control, quality and reliability
Training & Development
* Own operational training strategy through the Training Service Delivery Managers
* Ensure workforce capability, compliance and ongoing technical development
* Align workforce development with operational goals and future business growth
About You
* Proven senior operations leadership experience (COO/Operations Director level)
* Track record of improving performance, efficiency and scalability
* Strong commercial and strategic mindset
* Experience leading multi-site, service led operations
* Excellent leadership, communication and stakeholder management skills
* Experience in engineering, industrial cleaning equipment or service-based environments would be desirable
Why Join ICE?
* Highly competitive salary package
* Employee benefits that work for you:
* ICE Cube (Reward Gateway) - discounts and perks
* Health Shield & Digital GP access
* Private medical insurance
* Life Assurance
* Enhanced company pension scheme
* Employee Assistance Programme
* Generous annual leave plus your birthday off each year
* Holiday Buy Back Scheme
* Long Service Awards
Are you ready to make an impact?
Join a market-leading, growing business where you'll shape operations, lead high-performing teams and play a pivotal role in driving the future success of our business!