General Manager - Operations in Romford

Buttress is a UK-wide group of specialist companies, delivering end-to-end services through a connected and collaborative approach. By combining expertise across our businesses, we provide smarter, more efficient and increasingly sustainable solutions across the commercial catering and service industries. The Group brings together a portfolio of established and growing businesses, including Maidaid (equipment manufacturing), Caterparts (spare parts distribution) and Crystaltech (preventative maintenance services), each with a strong and expanding presence in the market.

This role is accountable for the end-to-end performance of a circa 80 FTE operation (50 field engineers and 30 back-office team), ensuring the delivery of service excellence, operational efficiency and sustainable commercial performance. Operating within an Operational Excellence framework, you will drive structured improvement across people, process and technology—evolving the service model from reactive to proactive, scalable and performance-led.

• Service Operations Leadership
  • Lead nationwide field service delivery for warewashing equipment
  • Oversee scheduling, dispatch, and service execution to ensure SLA adherence
  • Optimise engineer utilisation, availability, and geographic coverage
  • Own escalation management, including major service failures and complaints
• People, Performance & Capability
  • Lead and develop: Field engineering team (~50 engineers), Service coordination and scheduling team (~30 staff)
  • Implement a structured performance framework focused on: First-Time Fix (FTF), Productivity and utilisation, SLA compliance
  • Drive workforce planning, training, and capability development
  • Build a high-performance, accountable, and collaborative culture
• Process & Operational Excellence
  • Own and standardise end-to-end service processes: Call intake → dispatch → execution → parts → billing
  • Drive continuous improvement using: Root cause analysis, Lean principles, Process standardisation
  • Improve key operational metrics: First-Time Fix rate, Response and resolution times, Repeat visits and service efficiency
  • Ensure accurate, consistent, and scalable operating procedures
• Systems & Technology (FSM)
  • Drive adoption and optimisation of FSM systems (e.g. NetSuite FSM)
  • Ensure data accuracy, compliance, and workflow discipline
  • Develop real-time operational dashboards covering: SLA performance, Engineer productivity, Parts usage and returns
  • Identify and implement system and automation improvements
• OPEX & Commercial Control
  • Own operational cost base, including: Labour (field and back office), Overtime and subcontracting, Fleet and travel costs, Parts consumption and leakage
  • Improve cost-to-serve and operational efficiency
  • Deliver against budget and operating plan targets
  • Partner with Finance on forecasting, reporting, and cost control
• Parts, Supply Chain & Service Interface
  • Work closely with parts and supply chain teams to ensure: Effective van stock management, Parts availability and fulfilment, Returns and warranty processes
  • Drive improvements in: Time to resolve, Billing accuracy, Parts utilisation efficiency
• Health, Safety & Compliance
  • Ensure full compliance with HSEQ standards and regulatory requirements
  • Maintain safe working practices across all field operations
  • Ensure engineer vehicles, tools, and PPE are compliant and maintained
• Strategic & Transformation Contribution
  • Support development of a scalable service operating model
  • Contribute to ERP/FSM optimisation and operational transformation
  • Drive transition toward a proactive, data-driven service model
  • Support broader operational excellence and growth initiatives

• Proven experience leading large-scale field service operations (50+ engineers)
• Strong track record in service delivery, SLA management and operational performance improvement
• Experience in scheduling and dispatch optimisation
• Experience managing operational cost base, productivity and resource planning
• Strong leadership, communication and team development capability
• Full UK driving licence and willingness to travel to client sites as required

• Strong leadership and influencing skills, able to engage at all levels
• A results‑driven mindset with a focus on performance and continuous improvement
• Strong leadership presence with the ability to engage and motivate large, dispersed teams
• Ability to use data and insight to drive operational decisions and efficiencies
• Confidence managing performance, driving accountability and delivering against targets
• A practical, hands‑on approach to improving service delivery and customer outcomes
• Strong organisational skills with the ability to manage complexity at scale

• Experience within commercial catering, warewashing or technical service environments
• Experience using FSM/ERP systems (e.g. NetSuite FSM)
• Exposure to performance‑driven or private equity‑backed environments

• A competitive salary
• Company car to support you in the role
• Pension scheme to support your future
• Access to a wide range of discount through our Perks platform via Employment Hero
• The opportunity to represent three of the most respected brands in the industry
• A supportive, down‑to‑earth culture where people genuinely enjoy working together
• A social team – from informal get‑togethers to our summer and Christmas parties
• Autonomy to manage your diary and approach
• The chance to be part of an exciting period of change, with a real focus on innovation – with new benefits, ways of working and development opportunities evolving as we grow.