My client is seeking an innovative, resilient, and collaborative operational leader to take on the role of Head of Operations for this M&E hard services-led HVAC Maintenance organisation.
This position involves overseeing service delivery, engineering operations, and central support functions, including the Helpdesk and administration.
This role is critical to driving day-to-day performance, building future capability, and helping shape the long-term direction of the business. Reporting to the MD, this role is a succession pathway for future divisional leadership.
The right candidate will combine hands-on operational experience with an evident ability to embed structure, performance standards, and a culture of accountability. You will be pivotal in enabling sustainable growth, delivering results, and ensuring they remain a great workplace.
Key Responsibilities would be:
Operational & Team Leadership
- Lead all operational, service, and support functions — including field delivery, Helpdesk, and small works — to deliver exceptional client outcomes and commercial performance.
- Ensure all contracts are staffed by fully competent and accountable teams, with a personal focus on appointing and developing Contract Managers and team leads.
- Embed a high-performance culture grounded in clear KPIs, system-driven workflows (Simpro), and accountability at all levels.
- Lead the development of succession plans and ensure long-term resourcing capability across functions and locations.
- Ensure operational compliance with all contractual, statutory, and policy obligations through rigorous audit, contract review, and performance control mechanisms.
- Champion a culture of learning and development — ensuring all staff are trained, competent, and supported in reaching their full potential.
Commercial & Financial Delivery
- Work closely with the MD and finance team to develop and execute plans to drive revenue growth, profit margin expansion, and WIP and debt reduction.
- Maintain oversight of cost control, labour efficiency, and operational expenditure across all business areas.
- Support the pricing and delivery of small works, minor projects, and quoted works, ensuring consistent management of margins and customer expectations.
Collaboration & Group Integration
- Partner with other Operational and Divisional leaders across their Group of companies to build shared ways of working, enhance consistency, and unlock synergy.
- Play a key role in post-acquisition integration, where required — aligning systems, bridging cultures, and helping new teams embed standardised delivery models.
- Participate actively in group-level performance forums and transformation initiatives to shape the wider future of the business.
Client Experience & Communication
- Ensure operational teams are customer-focused, with clear communication protocols and escalation processes in place.
- Develop and maintain strong relationships with key client stakeholders, attending service reviews, presenting performance insights, and resolving service issues swiftly.
- Lead and support communication across the business — from briefings and 1:1s to internal reporting and team consultation forums.
Business Development & Mobilisation
- Support the sales process through technical input, solution design, client engagement, and new contracts or accounts mobilisation.
- Host client visits, participate in tender presentations, and play a central role in operational planning for contract wins and renewals.
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