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 a Monday to Friday working pattern, 40 hours per week, a company car, and a competitive salary depending on experience.
Job objectives and responsibilities
Act as the head of frontline operations, leading both directly employed engineering teams and subcontractors to deliver a 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.
Main duties
* 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 supporting 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.
* Ensure compliance with Health & Safety, Quality, Environmental and industry regulations.
* 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.
Required Qualifications & Expirience
* 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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