UK Operations Manager

London Source: WhatJobs

See advert for pay

Overview

In this role you will lead the UK Amazon operations portfolio, aligning strategic account plans with service delivery to protect profitability and client satisfaction. You will drive continuous improvement across multiple sites, oversee health and safety, and manage a cross-functional team to deliver elite facilities management. The position sits at the intersection of commercial leadership, client relationship management, and operational excellence, shaping scalable, safe, and efficient service delivery. This is a chance to influence large-scale, multi-site outcomes in a mission-driven real estate and advisory environment.

Responsibilities

Create and own strategic account plan
Create and own UK risk register
Create account continuous improvement initiatives
Manage ad hoc improvement plans
Manage client expectations via escalation plan
Create proposals for contract renewal
Deliver monthly performance reporting and QBRs to clients
Prepare comprehensive packs for QBR meetings
Create monthly performance reviews
Update account team on major escalations
Lead near miss and good catch reporting programs
Conduct auditing and site audits
Oversee engineering health and safety compliance
Lead 2,2,2 reporting for safety and leadership
Conduct accident and incident investigations
Promote driver safety programs
Ensure all statutory, mandatory, and routine inspections are completed
Promote and ensure compliance with Health, Safety, and Environmental policies
Conduct job audits
Manage overall team performance
Lead development and leadership initiatives for people
Management of attendance and holiday planners
Management of new starter processes
Set team goals and communicate strategic priorities
Ensure team members are fully equipped through regular 1:1s, training, coaching, and development activities
Lead twice daily performance management calls with Engineering maintenance team
Conduct performance reviews and development discussions
Manage contract variations
Oversee ongoing review of cost-to-serve
Manage debt management processes
Understand and apply various contract types
Ensure vendor competence and value for money
Support client with commercial and technical expertise
Oversee SFG governance
Manage quoted works
Review and approve annual POs to be raised for PPMs
Oversee application sign-off
Manage debt management and collections
Oversee cost-to-serve optimization
Review contract variations and commercial implications
Manage WIP (Work in Progress) - final stage
Approve application signoffs
Review quotes for cost competitiveness (first review)
Oversee management of technical teams
Ensure PPM injection and asset management processes
Manage asset collection reviews (technical)
Coordinate work schedules to minimize disruptions and optimize efficiency
Ensure any immediate remedial actions from sub-contractor delivery are recorded and actioned
Oversee Samara checks
Review PPM schedules
Manage operational performance of engineering team
Deliver monthly performance reporting and QBRs to the client
Manage client expectations via escalation plan
Handle vendor reports
Manage customer complaints process
Prepare and present QBR packs
Create monthly performance reviews
Manage out-of-hours (OOH) rotas
Oversee management of diaries for sickness and absence
Ensure company standard operational procedures are implemented and adhered to
Manage training matrix
Oversee vehicle management
Contract Performance: Accountable for overall contract performance against KPIs and SLAs; Ensure delivery of exceptional client service across all touchpoints; Drive continuous improvement and operational excellence; Maintain contract profitability and commercial viability; Client Satisfaction: Primary point of contact for senior client stakeholders; Conduct regular QBRs and performance reviews; Manage escalations and resolve complex client issues; Build and maintain strong, trusted client relationships
Team Development:(

Key requirements

Significant experience in Hard Services account management
Proven track record of managing P&L responsibility
Technical Qualifications either Electrical/ Mechanical
Strong commercial and contract management background with minimum 5 years’ experience in managing Hard services contracts
Demonstrable client relationship management success
IOSH Managing Safely or equivalent H&S qualification