Operations Manager

About The Role Right across infrastructure, theres a requirement to not only maintain, but also renew and reimagine. Whatever stage youre at in your career; with us youll have an opportunity to grow and develop. Delivering essential infrastructure services for life, while being safety first, and client and customer centric in afriendly, fun and respectful environment where you are encouraged to thrive. Where will you be working? At M Group Telecom, were enabling and enhancing telecom networks, playing a lead role in the delivery of our tech enabled future. We deliver full network cycle services for fixed, private and mobile operators. Private networks- We find the best technology, manage assets and refresh systems. With 24/7 network operations, we keep things running smoothly, while operating comprehensive network repair and maintenance to keep everything in top shape. Want to come and be a part of it? What will you be doing? The Operations Manager will strategically lead our Service Desk and NOC functions, managing managers rather than performing day-to-day tasks, and reporting to the Service Delivery Director; you will set direction for resource planning, commercial activity and supplier spend while holding accountability for SLA, OLA and KPI delivery through strong governance, escalation and performance frameworks. You will lead workforce modelling and capacity planning, forecast demand and develop long-term resourcing strategies and scenario models to support growth; contribute to bids and proposals, represent the NOC in customer and bid meetings, shape service offerings and provide pricing and resource inputs; oversee supplier relationships, contracts and procurement, driving cost control and supplier performance reviews; champion continual improvement and standardisation across Field Engineers, PMO, Service Managers and third parties; manage strategic risk and issue mitigation, business continuity and major-incident/change governance; produce executive reporting on performance, capacity and costs; ensure compliance and audit readiness; and coach and develop manager-level colleagues to build capability and a collaborative culture aligned with MGroup values. What youll bring? Youll bring demonstrable experience managing managers in Service Desk/NOC/contact-centre environments, strong strategic resource planning, capacity modelling and workforce-planning skills, proven supplier management and third-party spend control, and experience contributing to bids/proposals. You will have commercial acumen (budgeting, forecasting, cost control), familiarity with ITIL and delivery against SLAs/OLAs/KPIs, and excellent stakeholder, leadership and coaching skills. Desirable: Power BI/reporting, Lean Six Sigma/Prince2/Agile, large-scale facilities or network operations, and strategic business-continuity/major-incident experience. Behaviours: responsible, open, ambitious, collaborative, adaptable and accountable, promoting integrity and safety. Whats in it for you? We offer a range of benefits designed to support your life in and out of work, some of which include.Matched or contributory pension scheme Online GP service, 24 hours a day, 365 days a year Employee assistance programme My Rewards portal, access to 1000s of retail discounts Life assurance Cycle to work, salary finance and give as you earn schemes Enhanced maternity, paternity leave and adoption leave Reward and recognition scheme In addition, this role offers;Company car (or allowance) and fuel card with a range of EV and hybrid vehicles to choose from My Car Choice our salary sacrifice EV/ Hybrid car scheme Private health care and health care cash plan for you Health Care Cash Plan, giving you the ability to claim back medical expenses for things like dental, eyecare and physiotherapy and much more Discretionary bonus scheme 25 days annual leave plus bank holidays Recommend a friendget rewarded for introducing people to us About us We want to be an employer of choice and a great place to work, attracting diverse and talented people, who join us and make a difference. Were one of the Top 100 UK companies actively supporting and recruiting army veterans. Our ENABLE inclusion networks bring together people who have a shared passion, to help create an environment where everyone belongs. Our values help to shape our culture and how we work with one another. We recruit with these values in mind, to ensure your aspirations, and ways of working, align with ours.Were responsible and go further for our people, clients, communities and the planet Were open and seek new and better ways of exceeding expectations Were together and as one team; the whole is greater than the sum of the parts Were ambitious and embrace opportunity, to lead essential infrastructure services for life Whether youre a trainee, apprentice or graduate, or progressing through your career, our people benefit from industry recognised programmes, training and development. Its an exceptional time to be a part of M Group. Please note: Occasionally, job adverts might be closed before the stated closing date. Do apply as soon as possible to ensure your application is considered. For certain roles, successful candidates will be subject to 3rd party background checks as part of the hiring process. Some roles require drug and alcohol testing as part of induction and onboarding. #MGROUPTINDSTATPBN1_UKTJ