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Service Operations Director

About the Role:

The Director is accountable for the safe, effective, and efficient delivery of products and services to a diverse range of customers across the UK and Ireland. They will be responsible for the development of a clear Capacity and Capability strategy for our overall services portfolio working closely with the executive team that underpins the growth ambitions of the business ensuring operational excellence and standards are continually improved to enable optimum productivity, profitability and sustainability.

Key Responsibilities:

-Responsible for the delivery of our services portfolio and the customer experience they generate.

-Develop and implement a clear services strategy that supports the business strategic direction.

-Responsible for the Health, Safety, Quality and Wellbeing of all 300 staff. Ensuring compliance with necessary policies, procedures, and regulations.

-Develop employee engagement that attracts talent whilst enabling greater retention of employees ensuring capacity and capability of operations underpin our organic growth aspirations.

-Ensure optimisation and continuous improvement of all operational processes

-Keep abreast of technology developments to support continual improvement driving increased efficiencies, productivity, profitability, and sustainability

-Direct and oversee a team of ensuring they are engaged, enabled and have objectives that allow them to personally achieve and meet company objectives (H&S, HR, Fleet, IT, and Engineering)

-Understand business risks and ensure plans for mitigation and continuity planning

-Budget total costs and forecast requirements for capacity, resource, and investments

-Preparation of board reports & stakeholder management documentation

-Implement and regularly analyse operational KPIs and make sure that defined actions are implemented to ensure targets, safety, cost, quality and delivery are achieved.

-Working alongside the Executive leadership team reporting into the Managing Director

Qualifications, Skills and Experience:

-A degree or equivalent and relevant professional qualifications

-Excellent inter-personal and negotiating skills

-Leadership experience in a B2B national organisation with an Engineering, Construction, or related Service Industry

-Experience of planning and executing strategic change that has led to achieving sustained, profitable growth

-Strong Health and Safety understanding ISO 45001

-Extensive operational management experience, across multiple functions

-Significant Service experience in a Construction, Engineering or Related Industry

-Commercial and budgetary management experience

-In depth knowledge of diverse business functions and principles eg, QHSE, commercial, supply chain, customer service etc

-Analytical skills to evaluate data and performance/operation metrics

-Excellent decision-making skills

Desirable:

-At least 5 years of proven senior leadership experience

-Proven record of successfully leading and managing operations teams

-Previous experience of working within an engineering environment

-Proven ability to plan and manage operational process for maximum efficiency and productivity

-Strong working knowledge of data analysis and performance metrics using business management software

Disposition:

-Proactive and solution orientated

-Ability to set long-term goals and communicate them to others

-Ability to motivate and organise multiple efforts to accomplish goals

-Excellent verbal / written communication skills

-Excellent organisational / managerial skills

-Statistically / Numerically minded

Leader Competencies

• Customer Focus: Being successful means continuously paying attention to customer needs and adapting as these evolve. This heightens the importance of building strong customer relationships and delivering customer centric solutions

• Cultivates Innovation: Paying attention to what customers want and need – new and improved products, services, solutions, and experiences. Taking initiative and collaborating with people who have diverse points of view. Embrace the mindset you and Hydraquip are never done, never satisfied, never standing still.

• Drives Results: Infusing the team and organisations with a sense of urgency. Creating a culture where organisational performance is always top of mind. Communicating a vision, setting priorities, developing and executing plans that achieve the desired outcome for Hydraquip.

• Courage: Being comfortable with the conflict that is inherent to being a champion of an idea or course of action. Meeting tough situations head-on to constructively resolve them. Saying what needs to be said at the right time, to the right person, in the right manner to effect change.

• Commercial Mindset: Understanding the business and paying attention to business problems (complex and less complex) from all angles. Applying knowledge of the business and marketplace to negotiate and structure interaction. Not only understanding key financial and commercial fundamentals, but more importantly how to incorporate a commercial thinking mindset into every major decision made.

• Decision Quality: Good decisions are based upon a mixture of analysis, wisdom, experience and judgement. Making quality decisions while working in an environment where ambiguity and uncertainty are the norm.

• Situational Adaptability: Paying attention to circumstance and adjusting according. Being able to recognise the need to be flexible and act different because no two situations are exactly alike. The outcome will be ease of transaction and effectiveness of interaction.

• Develops Talent: Developing the team to meet both their career and business goals. Creating pools of people ready and willing to take on new challenges and step up when needed.

Specific Skills

Highly commercial skillset Continuous improvement methodology Effective problem-solver with strong analytical skills and a deep understanding of data trends within service Ability to turn strategic plans into new ways of working in order to further improve upon the success of the organisation Strong communication and interpersonal skills, with an ability to build positive relationships at all levels throughout the organisation Effective leadership skills, ability to develop and motivate teams to reach their full potential and deliver results. Skilled influencer and negotiator.

Accountability

What is the roles answerable for in terms of decisions, approvals, outcomes, commitments, results, deliverables or recommendations

Deliver on key metrics: customer, financial, employee and service excellence. Successful implementation of change interventions, new technology solutions, systems, etc. Responsible for c300 colleagues within the Service operations. £xx per annum revenues?

Stock / inventory turns

TIF

OpEX / SG&A