Role Overview
At Mitie, our people are our greatest strength, and we're committed to creating a place to work where you can thrive and perform at your best every day. We're looking for a Head of Technical Operations to play a pivotal role in supporting the success of our logistics client by driving outstanding Hard Services delivery across multiple sites. This is a regional role covering sites across Swansea, Swindon and Luton. The role offers Monday to Friday working pattern, 40 hours per week, a company car, and a competitive salary depending on experience.
Key Responsibilities
* Act as the head of frontline operations, leading directly employed engineering teams and subcontractors to deliver high-quality Hard Services provision across the region.
* Ensure exceptional customer satisfaction while consistently meeting Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
* Serve as the key client contact for Hard Services, building strong, collaborative relationships through effective communication and a commitment to high-quality service delivery.
* Drive continuous improvement by identifying innovative industry opportunities and supporting the ongoing development of the Mitie-client offering.
* Ensure full compliance with Quality, Health, Safety, and Environmental (QHSE) standards across all locations.
* Act as the primary client point of contact, providing updates, resolving issues, managing escalations, and supporting meetings, reporting, and action plans with stakeholders and senior leadership.
* Lead, mentor, and manage a team of engineers and technicians, ensuring high performance, safety compliance, training development, and maintenance of training matrices, including support for the Engineering Apprentice/Development programme.
* Oversee recruitment and ensure robust engineer coverage is in place.
* Coordinate with scheduling and planning teams to manage workforce allocation, resource constraints, annual leave, and ensure service delivery aligns with operational plans.
* Own the P&L, delivering revenue, margin, and cash targets.
* Protect company reputation through strong governance and incident management.
* Monitor regulatory changes impacting operations and commercial viability.
* Manage asset lifecycle, utilising data to provide insights and generate client proposals.
Qualifications and Experience
* Technically qualified background with evidence of CPD.
* Industry-recognised Health and Safety qualification.
* Driving licence.
* Chartered status, desirable.
* Proven experience working within highly regulated environments in an engineering leadership role.
* Strong knowledge of engineering standards, statutory compliance, safety regulations, and technical risk management.
* Experience managing multi-disciplinary teams with the ability to inspire and motivate, delivering complex technical projects, and engaging with stakeholders at all levels.
* Strong analytical, problem-solving, and organisational skills with the ability to manage competing priorities under pressure.
* Demonstrable understanding and experience of CAFM systems, SLA and KPI models.
* Excellent verbal and written communication skills, with the ability to effectively communicate technical information to both technical and non-technical stakeholders; strong presentation and negotiation skills.
* Must be able to complete a Basic Disclosure and Barring Service check.
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