ROC Manager - Bellshill (Glasgow)

Position: ROC Manager

Reporting to: ROC Director

Division: ROC

Employment Type: Permanent

Location: Bellshill (Glasgow)

learnd are seeking an experienced and driven ROC Manager to lead the operation and management of our 24/7 ROC, delivering remote services across a portfolio of over 2,000 customer buildings.

The ROC plays a critical role in delivering sustainable energy savings through the optimisation of Building Management Systems (BMS), regardless of system type. This is a leadership role that bridges technical engineering excellence with commercial growth, ensuring service innovation, operational efficiency, and exceptional customer satisfaction.

Key Responsibilities

• Take overall responsibility for the performance and delivery of all ROC services
• Ensure all internal and customer
  SLAs/KPIs are consistently achieved
• Define and manage performance metrics (e.g. fix rates, response times, energy savings)
• Conduct regular service reviews and continuous improvement initiatives
• Build strong relationships with customer stakeholders to enhance trust and retention
• Oversee onboarding of new customers/sites from project handover through to live service
• Lead, motivate, and develop a high-performing 24/7 engineering team
• Manage recruitment, resourcing, and shift planning to ensure full service coverage
• Collaborate with internal business functions to optimise service delivery
• Develop and implement Standard Operating Procedures (SOPs)
• Drive innovation in technology, systems, and service offerings
• Identify opportunities to scale and expand ROC services to grow revenue
• Deliver executive-level reports and analytics demonstrating service value
• Support business development through customer presentations and meetings

Key Skills & Experience

• Proven experience managing a 24/7 operational environment (e.g. service desk, NOC, helpdesk, or ROC)
• Strong leadership skills with the ability to inspire and motivate teams
• Excellent communication skills (both technical and commercial)
• Ability to build relationships and influence stakeholders at all levels
• Highly organised with strong project and service delivery capabilities
• Customer-focused mindset with a commitment to service excellence
• Ability to prioritise workload and make decisions under pressure
• Ambitious, proactive, and solutions-driven approach
• Experience in energy management, BMS, or building services (desirable)

What We Offer

• Competitive salary + benefits package
• Company vehicle (Electric or Hybrid)
• Pension scheme
• Private health insurance
• UK healthcare cash plan
• Death in service policy
• Enhanced sick pay
• Enhanced maternity, paternity, shared parental & adoption leave