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.
- Ensure engineering policies, procedures, and compliance frameworks are maintained.
- Review maintenance strategies and asset performance.
- Support complex fault diagnosis and major incident resolution.
- Ensure subcontractors are managed in line with company and ISO requirements.
- Support contract mobilisation, variations, and renewals.
- Produce regular operational, compliance, and performance reports.
- Act as escalation point for critical incidents and service failures.
Qualifications & Experience
- Proven communication and interpersonal skills, with the ability to influence and collaborate at all levels.
- 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.
- Proven track record Managing complex functions, developing budgets, implementing business plans and driving results.
- Familiarity with specific industry regulations, supply chains and best practices.
- Strong leadership, organisational, and communication skills
- CAFM/CMMS system experience