Overview
Job Title: Head Of Operations
Location: Droitwich (Hybrid)
Job Type: Full-Time (40 hours per week)
Salary: up to £80,000 DOE + £4,800 Car Allowance + discretionary annual bonus
Summary: The Head of Operations is responsible for end-to-end field operations across the Fixed Wireless Access (FWA) network of Rural Wireless (RW), covering site build support, customer installations, break/fix maintenance, and ongoing infrastructure support. The role owns the operational execution model, ensuring safe, high-quality, and cost-effective delivery through a mix of internal teams and third‑party partners. The role also leads the Technical Support function, providing second-line technical guidance to field engineers and partners, and acting as a critical interface between Networks, Platforms, and on-the-ground delivery resources. Reporting directly to RW’s Chief Operating Officer, the role is accountable for ensuring rollout execution aligns with strategic objectives and operational excellence.
Field Operations Leadership
* Own all field-based operational activity from site build readiness through to live service operations.
* Define and operate a scalable field operations model covering:
* Network site build support and commissioning
* Customer CPE installation
* Break/fix and reactive maintenance
* Preventative maintenance of critical infrastructure
Partner & Contractor Management
* Lead and manage third-party installation, build and maintenance partners.
* Define partner onboarding, accreditation, training and performance management frameworks.
* Own operational SLAs, KPIs, and commercial performance management with delivery partners.
* Drive continuous improvement in cost, quality, safety and time-to fix/install.
Service Assurance & Maintenance
* Own break/fix response models, escalation paths and repair SLAs.
* Coordinate with the Network Operations function on fault identification and prioritisation.
* Ensure resilience and uptime of key network sites through planned maintenance and rapid incident response.
* Manage spares, tooling and field readiness to support fast restoration.
Technical Support Helpdesk
* Lead the Technical Support Helpdesk supporting internal and third-party field engineers.
* Provide second-line technical assistance for installation, commissioning and fault resolution.
* Act as a bridge between field teams and Network, Platforms and Engineering teams.
* Ensure knowledge management, troubleshooting guides and technical documentation are maintained.
Operational Governance, Quality & Safety
* Ensure compliance with health & safety, quality and regulatory requirements across all field activities.
* Embed quality assurance, right-first-time and audit processes.
* Own operational risk management related to field delivery and partner execution.
Performance Management & Reporting
* Define and track operational KPIs across build support, installs, repairs and maintenance
* Provide regular performance reporting to executive leadership.
* Use data to drive productivity improvements and cost efficiency.
Team Leadership
* Lead field operations managers, partner managers and the Technical Support Helpdesk team.
* Build a high-performance operations culture focused on safety, accountability and service excellence.
* Develop capability, succession and scalable operating models as the network grows.
Leadership
* Act as a trusted partner to the COO and MD; build performance, risks, and opportunities.
* Build and mentor a high-performing leadership team to deliver the program.
* Foster a culture of disciplined execution and accountability.
Key Skills
* Communication - ability to present to C-suite audiences, boards, and external stakeholders.
* Leadership & Performance – ability to build and lead high performance teams ensure performance development frameworks are in place to manage staff performance, drive development of organisational capability and undertake succession.
* Change Management - drives a positive change culture, championing adaptability, continuous improvement, and agile thinking across the organisation.
* Relationship Management - outstanding relationship management and communication skills, with the ability to influence and inspire at all levels. Skilled in cross-functional alignment and structured decision-making.
* Negotiation & Conflict Resolution - balances commercial, operational, and relational factors, ensuring outcomes align with strategic goals and long-term value.
* Risk Management - identifies, assesses, and mitigates risks to protect organisational interests and ensure informed decision-making.
* Project Leadership - manages scope, risks, and dependencies, proactively addressing issues to keep projects on track and within budget.
* Commercially astute – has a strong grasp of budget and financial management
* Regulatory Compliance - ensures organisational adherence to relevant laws, regulations, and standards, reducing legal and operational risk.
* Adaptability - proven ability to learn, adapt, and refine delivery models in changing environments.
* Essential
o Demonstrated 5+ years senior operational leadership in multi-partner, geographically distributed field teams
o Proven experience managing outsourced field delivery and SLA-based contracts
o Knowledge of CDM Regulations and contractor safety management
o Lean / Continuous Improvement (e.g. Six Sigma Yellow/Green Belt)
What can Airband Offer you?
o 25 days of paid leave a year rising to 30 plus bank holidays with service.
o 5% Airband pension plus a minimum 3% employee contribution.
o Customer referral bonus - a thank you for every customer you send our way.
o We offer hybrid working – a mix of working from home and in the office.
o Free Broadband - If you are in our coverage, you can benefit from free broadband with us!
o 20% off your monthly line rental on EE’s phone, tablet, SIM only or mobile broadband plans.
o Cycle to work, Tech scheme, Healthcare and medical insurance. Dental care, and Health cash fund (dependent on the length of service)
o Airshare (employee discount platform) - discounts on everyday shopping, weekly groceries, holidays, the list is endless - save up to £1,000 a year!
o Refer a friend reward scheme!
Pre-employment checks
Please note that you are required to have the right to work in the UK and we request satisfactory references as part of our recruitment process. A DBS check may be required for a number of our roles, particularly those that are customer-facing. Also, a driving license may be required for positions that require you to be out in the field as part of the role.
Recruitment agency support is not required at this time.
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