Head of M&E Operations

The Head of M&E Operations role is a key position within our organisation, responsible for overseeing various aspects of business development, project management, and operational efficiency.

This role involves co-ordinating with Operations Director, managing PPM and project contracts, financial oversight, team training and development, recruitment, health and safety compliance, operational process management, resource planning, customer complaint handling, obtaining testimonials, and board reporting.

Key Responsibilities

Client Business Development and Sales Meetings:

• Assist the Operations Director and Business Development Director in business development activities.
• Support Business Development team in preparation of tender submissions to produce quality tender submissions.
• Present at post-tender sales meetings.
• Monitor, review and report on conversion rates.

Co-ordinate Contract and PPM Activities:

• Overall control of all PPM and M&E project contracts.
• Attend site meetings and client liaison meetings in accordance with job processes and PPM meetings/audits.
• Allocate jobs to contract managers and the service desk.
• Ensure all aspects of planned and preventative maintenance are carried out correctly and within the programme timescale.
• Ensure maintenance targets are met.
• Accept enquiries based on capacity and existing job status.
• Handle contract disputes by liaising with clients and legal representatives.
• Serve as the initial contact for contract managers regarding client issues.

Financial, Programming, and Measure Results:

• Provide input during target setting process.
• Ensure sales invoicing is accurate and timely.
• Review tender pricing and profit budget.
• Review PPM contracts and projects to ensure profitability is maintained and improved.

Team Training and Development:

• Responsible for training and managing the operations team.
• Conduct site engineers’ meetings and contract managers’ meetings.
• Motivate the operations team.
• Ensure engineers’ training certificates are up to date.
• Perform job reviews for operational managers and engineers.

Recruitment:

• Assist with drafting position contracts for new jobs.
• Direct personnel to support the recruitment process (contracts, references).
• Develop assessment processes as part of recruitment.
• Interview candidates for operational management positions and new engineering roles.

Health and Safety & ISO Accreditations:

• Responsibility for operational health and safety management for projects and PPM sites.
• Liaise with SHEQ Director to review and manage the health and safety policy, updating as regulations develop.
• Ensure all employees comply with the health and safety policy through regular training events.

Manage Operational Processes:

• Monitor compliance with operational processes.
• Test the effectiveness of operational processes.
• Continuously improve operational processes.
• Develop new documents to improve operational processes.

Resource Planning:

• Assess contract and engineering staff availability against proposed job start dates and PPM.
• Work closely with the PPM and engineers’ planner.
• Negotiate rates with suppliers and subcontractors.
• Develop and manage relationships with suppliers and sub-contractors.
• Develop and implement policies for preferred subcontractors.
• Ensure company vehicles are maintained in good condition and represent the company in the correct manner.
• Ensure engineers’ company-issued equipment is tested, up to date, and compliant.

Dealing with Customer Complaints:

• Ensure customer complaints are addressed appropriately.
• Review complaints and design long-term solutions.
• Monitor the number and level of complaints received.
• Report major or unresolved complaints to the board.
• Obtain testimonials from satisfied customers.
• Maintain a database/file of testimonials.

Board Reporting:

• Complete monthly checklists.
• Produce monthly board reports.
• Produce and manage KPIs.
• Develop and complete a monthly board issues and actions form.

Qualifications and Skills

• Proven experience in an operations management role.
• Strong organisational and time management skills.
• Excellent communication skills, both written and verbal.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
• Ability to work independently and as part of a team.
• Attention to detail and high level of accuracy.

Personal Attributes

• Proactive and self-motivated.
• Ability to handle multiple tasks and prioritise effectively.
• Professional demeanour with a customer-focused approach.
• Willingness to learn and adapt to new challenges.

Application Process

Interested candidates should submit their CV and a cover letter outlining their suitability for the role to:

Our organisation is an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Seniority level

• Executive

Employment type

• Full-time

Job function

• Management and Manufacturing

Industries

• Facilities Services

#J-18808-Ljbffr