Head of Operations - Passive Fire in Birmingham

Job Purpose

To provide strategic and operational leadership across Mitie Fire & Security's Passive Fire division, driving the efficient and profitable delivery of passive fire projects – from minor remedial works through to major installations. The Passive Fire Operations Director will lead and develop a team of Contract Managers, ensuring best-in-class service delivery, regulatory compliance, customer satisfaction, and commercial performance across all contracts and accounts. This role is critical to embedding a high-performance culture within the passive fire function, championing operational excellence, and supporting the wider strategic objectives of Mitie Fire & Security.

Key Responsibilities & Accountabilities

• Operational Leadership
• Provide inspirational, day-to-day leadership of Contract Managers across the Passive Fire division, ensuring all teams deliver against agreed scope, programme, and quality standards.
• Oversee the efficient scheduling and deployment of passive fire operatives, subcontractors, and resources to meet project demands and customer SLAs.
• Monitor workflow, project progress, and engineer productivity – proactively identifying and resolving blockers, delays, or resource constraints.
• Maintain oversight of stock control, materials procurement, and supply chain management across live and upcoming passive fire projects.
• Contract & Commercial Management
• Hold accountability for the financial performance of the passive fire portfolio, reviewing job margins, revenue, and profitability with the Service Director on a monthly basis.
• Ensure all works are processed in line with invoicing workflows, with orders raised and invoices generated upon project completion without delay.
• Support the commercial team in reviewing contract performance, identifying risks, and protecting Mitie's position on all passive fire accounts.
• Review and manage operational KPIs and client SLAs, escalating exceptions and implementing corrective action plans as required.
• Team Development & People Management
• Lead, coach, and develop Contract Managers, building a high-performing, accountable team aligned to Mitie values and behaviours.
• Conduct structured performance reviews and one-to-ones, identifying development needs and creating clear progression pathways.
• Champion a culture of quality, safety, and continuous improvement across all passive fire teams.
• Manage recruitment, succession planning, and resource capacity in line with operational demand and business growth targets.
• Compliance & Technical Standards
• Maintain a thorough understanding of passive fire installation guidance, test sheet manufacture, and product specification standards.
• Ensure all works are delivered in accordance with third-party UKAS accreditation schemes including IFC, BM Trada, FIRAS, Bluesky, and LCPB.
• Ensure full audit readiness across all passive fire activities, maintaining documentation, quality records, and compliance evidence.
• Uphold Mitie's Health & Safety standards across all field operations, ensuring all teams operate within regulatory requirements and company policy.
• Customer & Stakeholder Engagement
• Act as a senior point of escalation for key clients, representing Mitie at customer meetings, progress reviews, and site visits as required.
• Champion exceptional client communication, ensuring customers receive proactive updates on programme, specification changes, and any emerging issues.
• Build and maintain strong working relationships with clients, account managers, subcontractors, and internal teams to drive collaborative project delivery.
• Support the onboarding of new accounts and mobilisation of new passive fire contracts, ensuring seamless handovers and a strong first impression.
• Reporting & Continuous Improvement
• Provide regular operational reporting to the Service Director covering project performance, financial health, compliance, and team productivity.
• Identify and drive process improvement initiatives across planning, scheduling, quality control, and customer experience.
• Monitor industry developments in passive fire protection and contribute to the evolution of Mitie's service offer and technical capability.

Essential Experience & Qualifications

• Demonstrable experience in a senior operational management role within the passive fire or fire protection sector.
• Proven track record managing Contract Managers or Operations Managers, with the ability to lead multi-site, multi-project teams effectively.
• Strong working knowledge of passive fire protection products, standards, and third-party accreditation schemes (IFC, BM Trada, FIRAS, LCPB, Bluesky).
• Commercial acumen with experience managing project margins, P&L accountability, and cost control in a field-based contracting environment.
• Excellent customer relationship management skills with experience engaging at client, account, and senior stakeholder level.
• Strong understanding of Health & Safety legislation and compliance requirements relevant to passive fire operations.

Key Competencies & Behaviours

• Self-motivated leader with energy, drive, and the ability to inspire teams to deliver outstanding results.
• Exceptional communicator – clear, confident, and credible with customers, engineers, subcontractors, and senior stakeholders.
• Highly organised with the ability to manage multiple priorities simultaneously across a national portfolio.
• Strong analytical mindset – comfortable interpreting MI data, project reports, and financial information to inform decision-making.
• Resilient under pressure and adaptable in a fast-paced, operationally demanding environment.
• Committed to continuous improvement, quality, and the highest professional standards.
• Collaborative and inclusive approach, aligned to Mitie's values of integrity, trust, and going the extra mile.
• Proficient in Microsoft Office (Excel, Word, PowerPoint) and field management/scheduling systems.