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. A variety of soft skills and experience may be required for the following role Please ensure you check the overview below carefully.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 Responsibilitieswould be:Operational & Team LeadershipLead 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 DeliveryWork 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 IntegrationPartner 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 & CommunicationEnsure 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 & MobilisationSupport 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.
Job Title
Operations Director