Divisional Operations Manager

Operational Management

• Lead the daily planning, scheduling, and delivery of operations across multiple locations.
• Ensure the effective allocation and utilisation of crews, fleet, equipment, and operational resources.
• Manage the on-call rota, ensuring fair distribution, appropriate cover, and consistent service delivery.
• Chair daily operational huddles and weekly performance review meetings.
• Maintain clear visibility of all active works, ensuring jobs progress efficiently from commencement through to completion.
• Support planners and operational staff in resolving scheduling challenges and maximising productivity.
• Ensure all works are delivered safely, efficiently, and in accordance with company procedures.
• Identify and implement opportunities to improve operational processes and service delivery.

Performance & KPI Management

• Monitor departmental performance through agreed operational and commercial KPIs.
• Prepare and present weekly and monthly performance reports to the COO.
• Track and analyse:
• Revenue
• Gross margin
• Productivity
• Fleet and crew utilisation
• Response times
• Service performance
• Work completion rates
• Monitor performance across all service lines, ensuring operational efficiency, profitability, and consistent service standards.
• Ensure all completed works are accurately captured, processed, and contribute to departmental turnover.
• Identify areas for improvement and implement corrective actions where required.
• Deliver departmental performance in line with agreed annual revenue and profitability targets.

Commercial Responsibility

• Take ownership of departmental financial performance, budgets, and cost control.
• Maximise operational efficiency while maintaining high service standards.
• Support business growth by identifying opportunities to expand existing services and improve customer retention.
• Work closely with Sales and Business Development teams to support new business opportunities.
• Identify operational efficiencies that improve profitability, productivity, and resource utilisation.
• Ensure commercial awareness is embedded in day-to-day operational decision-making.

Team Leadership & People Management

• Lead, motivate, and manage operational teams across multiple locations.
• Build strong working relationships with supervisors, planners, drivers, and field-based employees.
• Develop a thorough understanding of team capability, capacity, and individual strengths.
• Foster a culture of accountability, teamwork, and continuous improvement.
• Conduct regular one-to-one meetings and formal performance reviews.
• Support employee development through coaching, mentoring, and training initiatives.
• Manage performance issues in line with company policies and procedures.
• Oversee performance-related incentive schemes, ensuring rewards are fair, transparent, and aligned with departmental objectives.
• Promote high levels of employee engagement, morale, and retention.

Client & Stakeholder Management

• Act as the primary escalation point for significant operational or customer service issues.
• Build and maintain strong relationships with key clients and stakeholders.
• Collaborate closely with internal departments including Finance, Fleet, Sales, Compliance, and Operations.
• Work with the Fleet Manager to ensure vehicle availability, maintenance scheduling, and driver readiness.
• Coordinate with internal operational and processing facilities to ensure work scheduling aligns with available capacity, minimising downtime and maximising operational efficiency.
• Ensure service delivery consistently meets company standards and customer expectations.

Health, Safety & Compliance

• Ensure full compliance with all health, safety, environmental, and regulatory requirements.
• Promote and maintain a proactive safety culture across all operational locations.
• Monitor driver hours and working time regulations to ensure legal compliance.
• Ensure all operational documentation and compliance records are maintained accurately.
• Support incident investigations and implement corrective and preventative actions where required.

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Key Competencies & Experience Essential

• Previous experience in an operations, service, logistics, or field service management role.
• Proven ability to lead and develop multi-disciplinary teams across multiple locations.
• Strong organisational, planning, and decision-making skills.
• Commercial awareness with experience managing budgets, operational performance, and profitability.
• Excellent analytical and problem-solving abilities.
• Strong communication and stakeholder management skills.
• Ability to manage multiple priorities in a fast-paced operational environment.
• Hands-on leadership style with a strong focus on accountability, continuous improvement, and results.
• Proficiency in Microsoft Office and operational management systems.

Desirable

• Experience managing mobile or field-based operational teams.
• Knowledge of fleet management and resource scheduling.
• Health and Safety management experience.
• Experience working within utilities, environmental services, construction, facilities management, infrastructure, or similar operational sectors.

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