Head of Technical Field Operations

Overview

Purpose Of Role: To be an inspirational leader and provide strategic direction and operational management to the Tactical Operations function. You will lead and deliver our ambitious Site Adoption Strategy, ensuring the provision of high quality, energy efficient charge points. You will be responsible for strategic improvements, guidance and leadership to enhance proactive and reactive maintenance services, ensuring value for money, excellent customer services, high safety standards and best practice as well as supporting in Product Development. You will drive outstanding performance and quality throughout our tactical operations services, technology and delivery functions, and seek to enhance existing and develop new partnerships which will be of benefit to the Company’s Strategic Objectives. You will ensure our contractors operate in accordance with our vision and core values and deliver outstanding services to customers.

Key Responsibilities:

• Implement plan for the effective adoption and installation of charge points in line with agreed budgets and appropriate timescales.
• Start up and lead the strategic development and operational management of the Tactical Operations Team ensuring delivery of quality property maintenance and repair services that demonstrate value for money and provide excellent customer service.
• Ensure the Company’s tactical operations plan is robust, fit for purpose and supports the Business Plan objectives.
• Develop, lead, and deliver operational improvements across responsive, planned, cyclical maintenance and fault repairs to ensure KPIs and business objectives are achieved and network health is continuously monitored and improved.
• Ensure procurement of goods and services relative to the tactical operations function is carried out in an open, transparent and accountable manner, meets all legislative and good practice guidance and delivers value for money.
• Take specific responsibility for the leadership of the tactical operations team, business planning and service delivery in the following areas: Statutory Compliance; Network Health and feedback to Product Development; Site adoption.
• Provide advice and assistance to support the effective delivery of strategic projects as determined and directed by the Chief Network Operations Manager.
• Responsible for the management of a robust framework of governance, with regular reporting to ensure SLT oversight of all areas of Tactical operations including but not limited to statutory compliance, budget and health & safety.
• Take responsibility for all aspects of site adoption governance and process, ensuring the business meets its obligations to its customers, the regulators and Local Authorities, and all other stakeholders.
• Be accountable for supporting agreed Installation targets (KPI) and for the effectiveness and efficiency of site Adoption and Commissioning.
• Lead on the effective commissioning of all installed sockets, working closely with the delivery team, providing expertise and guidance to ensure all sockets are commissioned within agreed timescales.
• Responsible for implementing processes and procedures for the successful completion of all tasks required of the Tactical operations team.
• Collaborate with account management, delivery and product teams in service delivery to continuously improve customer satisfaction levels.
• Ensure relevant statutory compliance and other obligations are adequately maintained to a high level.
• Ensure own continuous personal development and knowledge is up to date in line with regulatory standards and professional bodies.
• Develop and maintain procedures and policies covering all aspects of how the team operates and how work is planned and delivered.
• Oversee and manage third party supplier services, looking at issues such as work allocation, performance and customer feedback all in a way to drive continuous improvement.
• Promote a culture of pro-activity, innovation, transparency, collaboration and flexibility in all aspects of the work.
• Ensure that all the appropriate quality systems are in place for the work of the team. Ensure data is accurately recorded and processed in line with policy and procedures.
• Promote and support the development of partnership and integration within the Operations function and the wider business.
• Ensure that appropriate performance management and succession planning is in place for team.
• Identify and prioritise the development and training needs for staff and agree PDPs, appraisal and training plans as necessary.
• Ensure that there is appropriate and accurate management information available to all those who need it, covering all areas within the remit of the Asset Adoption Programme.
• Work with other Heads of Department to ensure that services are delivered in a joined up manner.
• Play a central role, in conjunction with the Chief Network Operations Officer and other Heads of Department within the Business, in forward planning and strategy development for the function as a whole.
• Maintain an excellent working knowledge of Health & Safety at work legislation, associated regulations and standards particularly in relation to customer safety aspects including electrical safety and fire safety.

Key competencies/behaviours:

• Strategic Leadership: Ability to work collaboratively with senior peers in leading an organisation, initiating change and driving continuous improvement; Experienced approach to influencing senior stakeholders; Strong technical and analytical skills; Ability to provide risk-based advice, acting as a source for the resolution of unique or complex problems - including managing client escalations and risks in a manner that commands confidence of senior stakeholders.
• Accountability and Commitment: Commitment to collective decisions and team player mindset; Accountable for all aspects of a significant area of work, including policy formation and application. Takes responsibility for actions and those of the team.
• Performance and Development: Sets and communicates contribution expectations, metrics and outcomes for the team; Empowers and inspires team members to take stretch assignments; Delegates appropriately - monitors progress and provides support, resources and cover; Fosters a positive working environment.
• Execution and Results: Reinforces the Company’s purpose and how each person contributes to it; Focuses on identifying and championing integrated solutions for clients and stakeholders; Involves colleagues with the right expertise to optimise decision making.
• Continuous Improvement: Thinks critically to anticipate future trends and changing client needs; Engages across the Company to learn from mistakes and find solutions; Systematises and continuously improves processes as we grow, whilst minimising bureaucracy.

Qualifications, Skills and Experience:

• Degree qualified or significant experience within the EV sector.
• Fully qualified electrician would be advantageous.
• Significant experience of leading and delivering network improvements and site adoption services including third party suppliers, and transition into operational service.
• Strong project management experience supported with sound general commercial and corporate experience. Prince2, APMP qualifications or working towards this would be advantageous.
• Experience and/or in a similar sector (including infrastructure or technology) would be beneficial but not required.
• Ability to have the robust/difficult conversations with customer, third party suppliers and stakeholders.
• Ability to select and manage third-party suppliers for the delivery of major components within projects.
• Proven capability in leading a team and managing change with a track record in building strong service network.
• Guide and mentor junior and mid-level resources and oversee development projects undertaken by them.
• Solutions oriented individual, proactive in providing pragmatic advice and innovative services delivery.
• Record in developing long term partnerships with internal and external stakeholders.
• Experience in understanding budgets and managing costs.
• Must be eligible to work in the UK.

What we offer:

• Competitive salary.
• Competitive Pension Scheme - via Royal London.
• Flexible working hours and hybrid working model.
• 28 days of holidays and generous Family Leave policies.
• Central London location (Soho).
• Lots of opportunities to socialise!

Why should you choose Connected Kerb as your next career move?

• We are passionate about people and will work with you to define opportunities to develop your career.
• Lots of opportunities to really develop your expertise.
• A flat organisation, where exceptional talents can make a real impact.
• A diverse and exciting work atmosphere, working with passionate and talented teams.

Connected Kerb is committed to the equal treatment of all current and prospective employees. We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join Connected Kerb.

Please note, we do not accept speculative CVs and we are not accepting CVs submitted by recruitment agencies.