UK Operations Manager

Role Purpose

The UK Operations Manager is a senior leadership role responsible for the overall strategic and operational management of Amazon account. This position combines commercial acumen, client relationship management, and operational oversight to ensure contract profitability, client satisfaction, and continuous service improvement across all sites in the UK.

Role Purpose

The UK Operations Manager is a senior leadership role responsible for the overall strategic and operational management of Amazon account. This position combines commercial acumen, client relationship management, and operational oversight to ensure contract profitability, client satisfaction, and continuous service improvement across all sites in the UK.

Key Responsibilities

Strategic Account Management

• 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

Safety & Leadership Oversight

• 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

Team Leadership & Performance Management

• 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

Contract & Commercial Management

• 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

Financial Management & Commercial Acumen

• 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)

Technical & Operational Oversight

• 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

Client Relationship Management

• 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

Resource & Operational Management

• 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

Key Accountabilities

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

• Lead, develop, and coach operational teams
• Create high-performing, engaged teams
• Ensure adequate resource planning and capability development
• Foster a culture of safety, quality, and continuous improvement
• Commercial Success
• Manage contract P&L and financial performance
• Identify and deliver cost optimization opportunities
• Drive contract renewals and growth opportunities
• Ensure appropriate risk management and mitigation strategies
• Required Skills & Competencies
• Strategic & Commercial Leadership
• Proven track record in managing large-scale facilities management contracts
• Strong commercial and financial acumen
• Strategic planning and business development capabilities
• Contract negotiation and renewal experience

Client Management Excellence

• Outstanding relationship management and stakeholder engagement skills
• Ability to manage complex, multi-site client accounts
• Experience in conducting executive-level QBRs and presentations
• Strong problem-solving and conflict resolution abilities

Operational Excellence

• Deep understanding of facilities management operations
• Knowledge of technical services, PPM, and reactive maintenance
• Understanding of health and safety regulations and compliance
• Experience with CAFM systems and performance reporting tools

Leadership & People Management

• Proven ability to lead and develop high-performing teams
• Strong coaching and mentoring capabilities
• Performance management experience
• Change management and continuous improvement expertise

Communication & Influencing

• Exceptional verbal and written communication skills
• Ability to influence at all organizational levels
• Strong presentation and facilitation skills

Key Performance Indicators

• Client satisfaction scores (CSAT/NPS)
• Contract financial performance (margin, cost-to-serve)
• SLA/KPI achievement rates
• Contract retention and renewal success
• Safety performance (incident rates, compliance scores)
• Team engagement and retention metrics
• Revenue growth and upsell opportunitiesQBR outcomes and action closure rates

Qualifications & Experience

Essential

• 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

Desirable

• Relevant professional qualifications (IWFM, RICS, or equivalent)
• Experience across multiple service lines
• Track record of contract wins and renewals

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