I am recruiting for a proactive and driven Operations Manager to take full ownership of planned and reactive operations. Reporting directly to senior leadership, you will lead a small coordination team, ensuring customers receive best-in-class service while driving the continued growth of the service function.
This role requires strong problem-solving skills, leadership capability, and a hands-on approach to improving operations.
Key Responsibilities
Service Operations Leadership
Take ownership of service and breakdown operations, ensuring smooth day-to-day delivery across planned and reactive work
Act as the escalation point for complex customer issues, resolving challenges efficiently and professionally
Collaborate with field teams and internal stakeholders to deliver a coordinated and high-quality service
Team Management
Lead, support, and develop a team
Set clear expectations and maintain high performance standards
Foster a culture of accountability and continuous improvement
Process Improvement
Define, monitor, and improve service SLAs and KPIs
Use data to identify trends, address underperformance, and drive improvements
Identify inefficiencies and implement more effective ways of working
Promote quality and consistency across all customer interactions
Business Growth
Contribute to the strategy and growth of the service function
Identify opportunities to expand the customer base and increase revenue
Elevate the overall performance and profile of the service division
Skills & Experience
Essential
Proven track record in service management, operations leadership, or team leadership roles
Strong problem-solving skills with the ability to identify root causes and make effective decisions under pressure
Excellent communication and interpersonal skills
Proactive mindset with a strong sense of ownership and accountability
Comfortable working with data and service/CRM systems
Desirable
Experience improving service quality or operational efficiency
Background in maintenance, facilities, engineering, or service-led environments (beneficial but not essential)
What’s on Offer
Circa £60,000 base salary + performance bonus
A senior role with real ownership and influence on business growth
Enhanced holiday allowance and family-friendly benefits
Ongoing development and progression opportunities
Supportive, collaborative team culture focused on excellence