Operations Director

My client is seeking an innovative, resilient, and collaborative operational leader to take on the role of Head of Operations for this M&E hard services-led HVAC Maintenance organisation. This position involves overseeing service delivery, engineering operations, and central support functions, including the Helpdesk and administration.

This role is critical to driving day-to-day performance, building future capability, and helping shape the long-term direction of the business. Reporting to the MD, this role is a succession pathway for future divisional leadership. The right candidate will combine hands-on operational experience with an evident ability to embed structure, performance standards, and a culture of accountability. You will be pivotal in enabling sustainable growth, delivering results, and ensuring they remain a great workplace. Key Responsibilities would be:

Operational & Team Leadership

• Lead all operational, service, and support functions - including field delivery, Helpdesk, and small works - to deliver exceptional client outcomes and commercial performance.
• Ensure all contracts are staffed by fully competent and accountable teams, with a personal focus on appointing and developing Contract Managers and team leads.
• Embed a high-performance culture grounded in clear KPIs, system-driven workflows (Simpro), and accountability at all levels.
• Lead the development of succession plans and ensure long-term resourcing capability across functions and locations.
• Ensure operational compliance with all contractual, statutory, and policy obligations through rigorous audit, contract review, and performance control mechanisms.
• Champion a culture of learning and development - ensuring all staff are trained, competent, and supported in reaching their full potential.

Commercial & Financial Delivery

• Work closely with the MD and finance team to develop and execute plans to drive revenue growth, profit margin expansion, and WIP and debt reduction.
• Maintain oversight of cost control, labour efficiency, and operational expenditure across all business areas.
• Support the pricing and delivery of small works, minor projects, and quoted works, ensuring consistent management of margins and customer expectations.

Collaboration & Group Integration

• Partner with other Operational and Divisional leaders across their Group of companies to build shared ways of working, enhance consistency, and unlock synergy.
• Play a key role in post-acquisition integration, where required - aligning systems, bridging cultures, and helping new teams embed standardised delivery models.
• Participate actively in group-level performance forums and transformation initiatives to shape the wider future of the business.

Client Experience & Communication

• Ensure operational teams are customer-focused, with clear communication protocols and escalation processes in place.
• Develop and maintain strong relationships with key client stakeholders, attending service reviews, presenting performance insights, and resolving service issues swiftly.
• Lead and support communication across the business - from briefings and 1:1s to internal reporting and team consultation forums.

Business Development & Mobilisation

• Support the sales process through technical input, solution design, client engagement, and new contracts or accounts mobilisation.
• Host client visits, participate in tender presentations, and play a central role in operational planning for contract wins and renewals.