Client-Facing Ops Manager, Security & Service Delivery

Palmer McCarthy; Milton Keynes; Remote; GBP 55,000 - 70,000; Full time

Benefits offered by this job

Car allowance

Job summary

Palmer McCarthy is seeking an experienced Operations Manager for a hands-on, client-facing role within a security and resilience services environment. You will manage client relationships, attend meetings and site visits, resolve escalations and help retain and grow existing business.

The role combines home-based delivery with regular travel across England to client sites, ensuring high service levels and effective coordination with the control room and field teams.

Qualifications

• Experience in operations or contract management in 24/7 service environments.
• Strong client-facing skills and ability to handle difficult conversations.
• Practical problem solver who takes ownership and stays calm under pressure.
• Good commercial awareness and focus on retaining clients.
• Well organised, flexible, and able to travel across England.

Responsibilities

• Manage relationships with major clients and act as senior operational contact.
• Attend client meetings and site visits, using data to drive service discussions.
• Own complaints and service issues, coordinating practical corrective actions.
• Work with control room and operations teams to maintain SLA/KPI performance.
• Protect and develop accounts by retaining hours and expanding services.

Skills

Operations management

Client relationship management

Problem solving

Commercial awareness

Organization & flexibility

Job description

Palmer McCarthy is seeking an experienced Operations Manager for a hands-on, client-facing role within a security and resilience services environment. You will manage client relationships, attend meetings and site visits, resolve escalations and help retain and grow existing business.

The role combines home-based delivery with regular travel across England to client sites, ensuring high service levels and effective coordination with the control room and field teams.