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- Tasks: Lead and grow the Crystaltech division, ensuring service excellence and operational efficiency.
- Company: Join Buttress, a UK-wide group delivering innovative solutions in commercial catering.
- Benefits: Company car, pension scheme, and access to exclusive discounts.
- Other info: Enjoy a supportive culture with social events and opportunities for professional development.
- Why this job: Be part of an exciting transformation focused on innovation and growth.
- Qualifications: Experience in leading large-scale field service operations and strong leadership skills.
The predicted salary is between 60000 - 80000 £ per year.
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.
We are now seeking a General Manager – Operations to lead and grow the Crystaltech division. 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.
Key Responsibilities- 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: Root cause analysis, 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
- Drive adoption and optimisation of FSM systems (e.g. NetSuite FSM)
- Ensure data accuracy, compliance, and workflow discipline
- SLA performance, 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: Parts availability and fulfilment, Returns and warranty processes
- Drive improvements in: Time to resolve, Billing accuracy
- 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
- 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.
General Manager - Operations in London employer: RGIT Australia
Contact Detail:
RGIT Australia Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land General Manager - Operations in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about letting people know you’re on the hunt for a General Manager role. You never know who might have the inside scoop on an opportunity.
✨Tip Number 2
Prepare for interviews by researching Buttress and its divisions. Understand their operations, values, and recent developments. This will help you tailor your responses and show that you’re genuinely interested in leading the Crystaltech division.
✨Tip Number 3
Practice your leadership stories! Be ready to share specific examples of how you've driven operational excellence and improved service delivery in past roles. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining our team and contributing to our mission of delivering smarter solutions.
We think you need these skills to ace General Manager - Operations in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that align with the General Manager - Operations role. Highlight your leadership experience, especially in managing large teams and improving operational performance.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're the perfect fit for this role. Share specific examples of how you've driven service excellence and operational efficiency in previous positions.
Showcase Your Data Skills: Since this role involves using data to drive decisions, mention any experience you have with FSM/ERP systems or data analysis. We want to see how you can leverage data for operational improvements.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity!
How to prepare for a job interview at RGIT Australia
✨Know the Company Inside Out
Before your interview, make sure you research Buttress thoroughly. Understand their services, values, and recent developments in the commercial catering and service industries. This knowledge will help you demonstrate your genuine interest and align your answers with their goals.
✨Showcase Your Leadership Skills
As a General Manager – Operations, you'll need to lead a large team effectively. Prepare examples of how you've successfully managed teams in the past, focusing on your ability to motivate, develop talent, and drive performance. Be ready to discuss specific challenges you've faced and how you overcame them.
✨Demonstrate Operational Excellence
Highlight your experience with operational efficiency and service delivery. Be prepared to discuss how you've improved key metrics like First-Time Fix rates and SLA compliance in previous roles. Use data to back up your achievements and show how you can bring similar improvements to the Crystaltech division.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and decision-making abilities. Think of scenarios where you've had to manage service failures or complaints, and outline your approach to resolving these issues. This will showcase your ability to handle pressure and maintain service excellence.