London Underground Operations Manager in Southampton

Lead and develop a high-performing LUL engineering and CRM support team within a fast-paced critical power environment, ensuring exceptional service delivery while driving continuous improvement and operational efficiency. This role requires a strong blend of technical expertise, leadership, communication, planning, and commercial awareness to successfully manage performance, customer relationships, and service quality. The ideal candidate will bring hands-on field experience and customer-facing expertise, with solid knowledge of critical power infrastructure including UPS systems, batteries, emergency lighting, impedance testing, specialist test equipment, and remote monitoring solutions.

Health, Safety & Environmental (HSE) Responsibilities

• Protect the Health & Safety of all employees & any third party that our work impacts, minimizing risk and reducing adverse events to the environment.
• Ensure compliance with the company's EHS Policy and the HSE's 'Leading H&S at work'.
• Maintain site/activity specific RAMS that engineers understand and work to.
• Ensure 100% of engineer quality control & H&S audits are undertaken on time.
• Assist with the implementation/monitoring of the company HSE policy measuring and recording compliance.
• Assist with the registration of all sites to ISO14001 Environmental & OHSAS18001 Health and Safety management standards.
• Assess and control all risk (health, safety and environmental) identified for all standard activities and premises.
• Ensure safe working practices with appropriate procedures, prevention measures & precautions are in place.
• Reduce adverse events; incur no lost time events or high severity events.
• Increase awareness within your team of the management system and elements of operation.
• Attend daily meetings with customers and hold monthly contract review meetings.
• Manage OLBI (Offline Battery Inverter) maintenance and oversee the UPS contract.
• Attend customer audits and collate documentation prior to audits.

Engineering Management / Activity

• Assist with dynamically leading the UPS business development and ensure maximum utilization and efficiencies are delivered.
• Demonstrate successful management of a large engineering team and provide visible leadership throughout the business.
• Focus on and promote excellent customer service at the heart of all engineering activities.
• Offer technical guidance and support to your CRM team, Technical Managers and Engineers.
• Evaluate employee performance and motivate to achieve peak productivity.
• Manage usage of the company's electronic tooling and assist in the development and implementation of new initiatives.
• Respond professionally to all requests for assistance.
• Be prepared to travel to varying locations across the UK.

Customer Relations Management

• Manage a team of Customer Relations Managers who will own & manage key customer accounts.
• Develop a strategy for utilising CRMs to improve contribution/profit on all revenue streams.
• Actively manage commercial contract discussions with customers.
• Ensure your team reaches or exceeds budgeted financial & operational targets.
• Play a key role in growing and developing all service revenues throughout the UK operation.
• Pro-actively manage and present reports & reviews on remedial sales, contract revenue, gross profit margin and overall operational performance.

General

• Provide consistency across your team in the delivery of services ensuring processes and procedures are implemented and adhered to.
• Manage resource levels, delivering services within deadlines and seeking to improve resolution & customer service.
• Have a technical understanding of Vertiv service offerings to drive internal and customer discussions.
• Create an environment in which personnel are encouraged to contribute to the development of the Department and their own careers.

Human Resources

• Assess your team's training requirements to ensure all staff have the required competence.
• Develop and agree the personal objectives of your teams to maximize effective service delivery.
• Ensure completion of annual appraisals and communicate regularly with staff.
• Minimise absenteeism.

Reporting

• Meet/exceed all KPI's set.
• Provide feedback on operational and financial performance.
• Provide statistics on Site visit inspections, Incident/Accident claims, Calibration, PA testing, PPE issue, Training & Customer feedback.

Interactions

• Engage with customers, engineering teams, Customer Support, Operational teams, Senior Management, Key Accounts, Technical Support staff, Service Contract Sales, Product Sales, Marketing, Facilities, HR, Finance, Sub contract Service Providers & Suppliers.

Qualifications

• 5 years' experience of UPS Field Service.
• 10 years in the Mechanical/Electrical Industry or similar.
• Strong focus on customer satisfaction and long-term customer relation building.
• HNC / HND in Mechanical/Electrical engineering or equivalent.
• Excellent written and verbal communications.
• Excellent organizational and time management skills.
• Self-motivated and capable of operating with minimal supervision.
• Ability to interface with various departments and personnel in potentially stressful situations.
• A recognized team leader and strong communicator.
• Clean Driving License.