Service Operations Manager

TRL is a world-leading provider of software and services for the transport and mobility sectors. We are on a mission to create cleaner, more efficient, and universally accessible transportation. We believe that safe, reliable transport should be a right for everyone, regardless of their background. TRL is a diverse and inclusive community of passionate individuals committed to changing the way the world moves. We know that true innovation thrives in an environment where every voice is heard and respected.

That's why we offer a diverse and inclusive workplace and flexible working arrangements from day one, ensuring that you can balance your work and life seamlessly, whether through working part-time, flexible hours, hybrid working or job share. Our comprehensive benefits package, competitive salary, 25 days annual leave, matched pension, life assurance cover, group income protection, healthcare cash back scheme, support for professional memberships and study (and more) is designed to help you thrive personally and professionally.

We are looking for a proactive and delivery-focused Service Operations Manager to lead the planning, coordination, and safe delivery of our pavement investigations work. Supporting National Highways operations teams and other clients, this role is central to ensuring that projects are planned effectively, delivered safely, and aligned to client requirements. Working closely with clients, contractors, field teams, and laboratory colleagues, the successful candidate will play a key role in delivering a high-quality end-to-end service and embedding health and safety in all aspects of operational delivery.

This is a key operational leadership role, ideal for someone who combines strong programme coordination and team management skills with a practical understanding of highways schemes, operational delivery, and health and safety. The successful candidate will be based at our Wokingham site, with occasional travel expected to meet client and operational requirements.

• Lead the day-to-day delivery of pavement investigation highway schemes, managing field-based engineers from the Wokingham office.
• Programme and schedule work to meet client requirements, adapting to changing priorities and shift patterns.
• Support National Highways operations teams, ensuring works are delivered safely, efficiently, and to the required standard.
• Engage with clients, contractors, and supply chain partners to coordinate delivery and meet operational needs.
• Work with the Lab Manager and wider team to deliver an end-to-end service from site investigation through to laboratory testing and reporting.
• Manage resources, deployment, and operational priorities to ensure effective delivery.
• Support, implement, and champion elements of the TRL Health and Safety Strategy, ensuring health and safety is embedded in all aspects of operational delivery and team culture.
• Apply knowledge of CDM and principal contractor requirements in planning and delivery.
• Contribute to continuous improvement across operational processes and delivery standards.

• Demonstrable experience in an operational management, delivery management, or highways investigations role.
• Proven ability to programme, schedule, and coordinate operational teams in a dynamic environment.
• Previous experience of managing field-based engineers or operational delivery teams.
• Good understanding of client-led service delivery, ideally within highways or wider infrastructure environments and understanding contractual requirements.
• Experience in highway asset classes (such as pavements, structures or VRS) or in practical experience of testing, inspection or surveying (i.e., coring and condition surveys).
• Knowledge of CDM requirements and experience working within principal contractor arrangements.
• Proven experience in overseeing health and safety requirements in operational and site-based settings.
• Experience of supporting, implementing, or promoting health and safety initiatives within an operational environment.
• Ability to manage changing priorities, schedules, and shift patterns while maintaining service quality.
• Strong communication and stakeholder management skills, with the ability to build effective working relationships with clients, contractors, and internal teams.
• A collaborative approach, with the ability to work across site and laboratory functions to deliver integrated services.

• Previous experience in pavement investigations or related highways investigations activity would be beneficial.
• Experience working with tier 1 contractors and supply chain partners to deliver services effectively would be beneficial.
• Experience in working cross-functionally to support with bids and tenders to ensure there is technical and operational compliance.