Role-Profile:-Operations-Manager-

Purpose-of-Role

The-Operations-Manager-is-responsible-for-the-end-to-end-operational-delivery-of-Hard-FM-services,-ensuring-safe,-compliant,-and-high-quality-service-provision-across-multiple-sites.-The-role-provides-strategic-and-operational-leadership-to-engineering,-technical-support,-and-service-desk-functions,-ensuring-performance-meets-statutory-requirements,-client-SLAs,-and-ISO-9001:2015-Quality-Management-System-standards.

Main-duties-and-responsibilities:

• Team-Leadership-direction-and-development:-Manage,-mentor,-and-train-operational-teams-[Field-engineers,-Technical-team-and-service-desk-TL]-to-foster-collaboration-and-high-performance.
• Ensure-effective-communication-and-coordination-between-operational-teams.
• Manage-resource-planning,-workforce-capacity,-rotas,-absence,-and-on-call-arrangements.
• Conduct-performance-reviews,-appraisals,-and-regular-one-to-one-meetings.
• Oversee-Operational-Efficiency:-Optimise-processes-to-enhance-productivity,-reduce-costs,-and-ensure-smooth-business-operations,-including-labour,-materials,-subcontractors,-and-overtime.
• Strategic-Planning-and-Execution:-Develop-and-implement-operational-strategies-aligned-with-organisational-goals-to-drive-growth-and-scalability.
• Resource-and-Budget-Management-of-equipment-effectively,-ensuring-cost-effectiveness-while-maintaining-quality.
• Support-recruitment,-onboarding,-training,-and-succession-planning.
• Ensure-engineers-hold-and-maintain-required-UK-qualifications-[e.g-Fgas/HVAC/Gas-safe-pasma-etc]-and-that-training-modules-are-up-to-date.
• Promote-a-culture-of-accountability,-safety,-quality,-and-continuous-improvement.
• Manage-disciplinary-and-capability-matters-in-line-with-company-policies.
• Process-and-Quality-Improvement:-Identify-and-implement-workflow-and-system-enhancements-to-boost-efficiency-and-maintain-high-quality-standards.
• Compliance-and-Risk-Management:-Ensure-adherence-to-legal,-regulatory,-and-safety-standards,-mitigating-risks-and-maintaining-policies.
• Performance-Monitoring-and-Reporting:-Track-KPIs,-analyse-operational-data,-and-provide-insights-to-inform-decisions-and-improve-outcomes-to-ensure-accurate-completion-of-work-orders-and-service-records-via-CAFM-systems.-Ensure-response-times,-resolution-targets,-and-first-time-fix-rates-meet-contractual-SLAs.
• Stakeholder-and-Supply-Chain-Collaboration:-Align-operations-with-executives,-vendors,-and-partners-to-support-organisational-objectives-and-ensure-reliable-supply-chains.
• Act-as-escalation-point-for-operational-and-technical-service-issues.
• Ensure-full-compliance-with-UK-statutory-and-regulatory-requirements.-Ensure-safe-systems-of-work,-RAMS,-permits-to-work,-and-isolations-are-implemented.
• Promote-and-enforce-a-strong-health-and-safety-culture.
• Ensure-incidents,-near-misses,-and-accidents-are-investigated-and-actions-closed-out.
• Support-audits-and-inspections-by-clients,-and-third-parties-[Citation].
• Oversee-the-technical-team-in-providing-engineering-standards,-technical-support,-and-escalation
• Support-complex-fault-diagnosis-and-major-incident-resolution.
• Ensure-subcontractors-are-managed-in-line-with-company-and-ISO-requirements.

Qualifications-&-Experience

• Proven-experience-in-Hard-FM-operations-management.
• Experienced-in-managing-multi-disciplinary-teams
• A-full-UK-driving-licence
• 5+-years-in-operations,-with-5+-years-in-senior-leadership/management
• Strong-leadership,-organisational,-and-communication-skills
• CAFM/CMMS-system-experience