Director of Operations and Transformation
This is an Executive Level role therefore experience leading large-scale complex operations alongside cultural change programmes would be a huge advantage.
To lead an extensive, complex, and diverse operational team of 1500 engineers, with 6 Direct Reports, engaged in the effective delivery of all aspects of service delivery and engineering. The role will be to drive a steady operation whilst managing ongoing transformation within the organisation.
This is a data-driven organisation and whilst data is critical, we require a “hearts and minds” leader to take this business forward.
About this role:
Responsible for service delivery for all aspects of repair and provision activity across the UK. Key deliverables include safety, quality, network engineering customer satisfaction, service, revenue, and efficiency over a cost base of several hundred million.
The Director of Operations and Transformation will be responsible for the end-to-end service, supporting a 6 regions model, ensuring regulatory targets are met within their geography.
The key purpose of the role is to lead and provide strategic direction and vision across a very large and complex operational team. This can be in the Field Service, Engineering or Network Management environment. To work closely with other Units with regards to the design and implementation of the company’s services. A major part of the role will be to define, communicate and drive the operational strategy that supports the group’s intent.
The role holder will also be instrumental in managing business impact, including any failure to meet regulatory measures, management of the commercial risk of non-delivery of Government and external providers commitments and the financial impacts, finding better ways to operate and managing commercial & reputational damage.
For this role, we require a highly experienced operational leader with extensive experience in major scale operations. A proven track record leading change, delivering positive customer experiences, service, and cost transformation agendas. Passionate for getting results by developing and engaging people and driving a high-performance culture during significant business change. Someone who is service obsessed, decisive, energetic, and enjoys building strong professional relationships with customers and partners founded on trusted delivery.
Key deliverables for this role:
Drive financial stability and commercial thinking
Drive Continuous Improvement
Measures of Success / KPIs
Delivery of financial targets including revenue, cost, opex and capex.
Delivery of all service delivery field engineering performance measures to deliver the best possible customer service
Management of commercial risk of non-delivery of Government and regulatory commitmentsExperience/Skills
Dynamic leadership capability and vision to set strategic direction, with a proven track record in delivering high client satisfaction, productivity and people motivation.
Financial acumen, a strong financial background is required, due to cost management, budget and P&< responsibilities.
Experience in leading a large- scale operational team
Technical knowledge of complex telecoms networks and network technologies (pref but not essential)Please note: this is a permanent executive role within the business. Bonus, car allowance, and a variety of additional benefits is on offer.
Due to the commercially sensitive nature of this role, we may choose to hold provisional pre-screening interviews