Head of Operations

EMCOR UK Lydbury North, England, United Kingdom 3 days ago Be among the first 25 applicants Role Overview Location: Manchester - Hybrid Salary: Competitive Working Hours: 08:00 - 17:00 Monday to Friday Benefits Car Allowance Private Healthcare 25 days holidays + Bank holidays Health Cash Plan Discount Shopping Gym Days Out Learning & Development opportunities Paid Volunteering Days Plus many more. About EMCOR UK At EMCOR UK, we revolutionise facilities management by combining our engineering heritage and innovation capability. We prioritise people in everything we do, collaborating closely with our customers to understand all their needs, from the big picture to day-to-day operations. Our purpose is “create a better world at work”. Using our unique insight platform, "One Data World", we harness data-driven intelligence to make informed decisions, adapting our services to meet our customers’ evolving requirements. This allows us to cultivate an enhanced workplace experience for their teams whilst optimising efficiency, meticulously managing every asset, and minimising their impact on the planet. All supported by our commitment to safety, compliance, and assurance. Our partnering approach empowers our customers to shape a better future. Whether guiding their path to net zero or redeveloping their facilities for enhanced efficiency, we create better places for work whilst taking away the burden of facility operations, freeing up our customers to concentrate on their business. What You'll Do To actively manage and develop the relationship with our customers, using the EMCOR UK principles of Key Account Management. The Head of Operations, alongside the Strategic Account Director is responsible for operational and financial ownership, and for the overall success of a prestigious client account. The role will form part of the contract senior leadership team (SLT) will be part of forming the strategic direction of the account. The Head of Operations will be responsible for operational delivery and P&L to specific regions within the clients estate. This includes full P&L responsibility, with a focus on increasing net profitability and growing the account through the introduction of additional projects and services. The Head of Operations will lead client interface for their specific regions and as such operational delivery and programming of works, ensuring cost effective and timely delivery of all contractual obligations and service provisions, whilst introducing process improvements and innovation. Key stakeholders including BBC Regional Estate Managers (REMs) and the BBC Workplace SLT (Senior Leadership Team). Working collaboratively with all members of the client team you’ll ensure we gain trust and confidence. You’ll maintain agreed margins and proactively seek opportunities for growth. Developing strong relationships with the client you will apply Key Account Management principles in order to foster good working relationships at every level and optimise the commercial position of EMCOR UK. This includes promoting and delivering customer service excellence. Key account planning and management to achieve best practice operational FM, budget planning in line with company requirements, cost control of each service stream and P&L responsibility. Delivery and implementation of an integrated package of hard and soft services including cleaning, Reception, post, events M&E works, fabric repair, maintenance, asset services and statutory building services, including all associated Integrated FM services (with the exception of man guarding and catering). The role will also be required to drive the project pipeline. Effective resource planning and management of an in-house team and specialist subcontractors. Full responsibility to ensure all agreed SLA’s are achieved in accordance with the pre-defined Performance Management System and associated KPIs. Working with the account SLT develop an organisational culture, which reflects the EMCOR UK brand and core values of the business, such that a positive employee relations climate and working environment of continuous improvement is created in order to drive demonstrable value to the client. Deliver the Key Account objectives and goals in line with Key Account Plan. Take ownership of all contract service streams and be the point of contact to the client on operational matters arising for their area (Region) of responsibility. Ensure that a culture of relationship management, team working, task ownership and accountability including flexible working are actively encouraged and implemented. Leverage relationships to seek new business and growth opportunities within the account. Demonstrating tenacity and commercial acumen to strengthen relationships and engrain EMCOR UK in our client’s operations. Ensure that the integration of team working extends to all services streams and subcontractors within your remit Support and drive new business initiatives and opportunities across your zones and effectively implement any service variations, changes or agreed innovation. Effectively communicate the operational management deliverables, objectives and targets to all managers and supervisors. Ensure all issues and problems are reported, managed, controlled and resolved safely and in a timely manner. Evaluate performance data and operational status information for performance reporting purposes, ensuring a documented action plan is implemented for any out of line situations. Close liaison and relationship management with client FM team regarding the status of contractual operations. Champion the IMS Quality system and ensure its compliance. To ensure service excellence and quality management are achieved across all relevant service streams. Ensure a program of initiatives and achievements are maintained and kept on record through the value creation innovation process. To attend formal site meetings with the client in a prepared and professional manner. Ensure all relevant service streams are effectively managed in all aspects of inventory including the storage of adequate critical material spares and consumables. Ensure quality performance through the auditing of staff in the performance of their tasks - workmanship, housekeeping, and customer satisfaction. Crisis Management - ensure the operation of emergency response procedures including escalation requirements and liaison is in place and systematically updated. H&S - ensure a culture of safe working is developed across all service streams including subcontractors. Guarantee compliance with all aspects of site safety and the accounts Quality policy by means of auditing and self-checking (in conjunction with the central HSEQ Manager). Ensure subcontractor visits are controlled and that services are undertaken in accordance with specific agreements, Method Statements, Risk Assessments and frequencies. Ensuring effective audits and performance reporting. To ensure that all technical and non-technical staff inductions and technical training, including the delivery of H&S Team Talks are undertaken. Conduct staff performance appraisals of direct reports and subsequent training and development requirements. Ensure the account objectives, goals and targets are clearly cascaded throughout the delivery teams. Support and undertake accident investigation, reporting and instigation of corrective actions. Ensure compliance with Safe Systems of Work including Permit to Work systems and Isolation. Duties To carry out other duties as may be reasonably requested from time-to-time by EMCOR UK management or the Client, including for example: Deputising for the Strategic Account Director where required and appropriate Capital investment programming Critical plant replacement Emergency procedures planning Contingency planning Strategic review of maintenance techniques, toward-run time and condition-based maintenance Best practice Asset Management - ISO55001 Continuous review of subcontracted work Activity risk assessment Service delivery Scope changes Resource Responsibilities Accountable for client relationship management of BBC staff and their representatives and advisors within region of responsibility. Leadership of employees (300+), and control of key service partners and suppliers with a value in excess of £20 million PA (For either North/South Region). About The Role Who you’ll be A proven successful track record of working at Senior level responsible for profit and loss of complex IFM Accounts, ideally £10m plus annual turnover. A thorough knowledge of outsourced facilities services within the UK, including both soft and hard FM service lines. A proven track record of delivering services within a highly regulated environment (Nuclear or equivalent) Demonstrable experience of delivering significant and consistent growth through proactively seeking opportunities to introduce new service lines and project work. An effective and progressive leader of change with the ability to lead and direct others towards acceptance of new business ideas, methods and working practices. A clear understanding of transformational leadership and an ability to change organisations, culture and behaviours. A driver of people and projects with a very strong commercial awareness and a track record of achievement on complex and demanding contracts and accounts. Ability and experience in developing strong relationships with key customers to support account development and long‑term sustainable and profitable tenure. An obvious empathy with customers and clients, an ability to quickly grasp their needs and an ability to galvanise resources to satisfy clients demands. Determination and resilience to achieve objectives and targets when faced with increasing operational difficulties. An ability to identify and drive through ‘win‑win’ solutions when even under considerable or sustained pressure. A self‑starter who is not afraid to challenge received wisdom and has the resilience to pursue legitimate business aims and objectives, with energy and infectious enthusiasm to get things done. High level of understanding of customer service excellence and the ability to deliver quality service. Sound working knowledge of Performance Measurement Systems. BIFM qualification to level 5 or IFMA CFM, or equivalent qualification, or equivalent experience. Member of BIFM or other professional industry body. IOSH Managing Safely. Valid, full UK driving licence. At EMCOR UK, we embrace and celebrate diversity in all its forms. We welcome applicants from all backgrounds and experiences, regardless of age, race, gender, sexual orientation, religion, disability, or any other characteristic that makes you unique. We believe that a diverse and inclusive workforce fosters creativity, innovation, and better problem‑solving. We encourage applications from all candidates and are committed to providing equal opportunities for employment and growth, supported by our inclusive policies and practices. Join us in our endeavour to build a culture of mutual respect and equity, a place where every voice is heard, and every individual is championed. Join us in building a better world at work. EMCOR UK Benefits Additional Benefits Industry leading maternity & paternity policies Refer a friend scheme – worth £500 per referral GEMS – Internal recognition scheme with vouchers for Amazon and retail/dining Extensive learning & development opportunities, including opportunities for progression Discount shopping, gym, mobile, family activities, insurance, dining experiences, car leasing and breakdown cover Bike To Work Scheme Health cash plan – Benefits covered include optical, physiotherapy and a health & wellbeing Dental scheme Access to health assessments Employee Assistance Programme – Offering guidance and advice on Personal, Health, Legal and Financial queries Seniority level Executive Employment type Full‑time Job function Management and Manufacturing Industries Facilities Services Referrals increase your chances of interviewing at EMCOR UK by 2x #J-18808-Ljbffr