Head of Operations

Severnside Security Ltd; Gloucester; On-site; GBP 75,000 - 90,000; Full time

Benefits offered by this job

On-site parking

Company social events

Referral programme

Company sick pay

Car allowance

Job summary

Severnside Security Ltd is seeking a Head of Operations in the UK to own the operational performance across service, projects, compliance, technical and stores. You will lead day-to-day decisions, escalations and commercial opportunities to deliver profitable growth and strong margins.

The role is hands-on and strategic, aligning delivery with contracts and daily operations. You will build a capable, accountable team and report to the executive leadership team, driving efficiency and customer

Qualifications

• Proven operational leadership in a technical field service management environment.
• Strong commercial and financial acumen with a track record of owning gross margin.
• Able to lead multi-functional teams and drive profitable growth.

Responsibilities

• Act as the primary escalation point for operational issues and cross-functional coordination.
• Use data, dashboards and KPIs to drive decisions and improve margins.
• Lead adoption of new systems, data and automation across operations.
• Drive productivity and continuous improvement through planning and utilisation monitoring.
• Own performance reporting to the Executive Leadership Team with timely insights.
• Spot commercial opportunities across contracts, jobs, repairs and projects to grow revenue.
• Manage operational budgets and costs to hit financial targets.
• Work with the Technical Services Manager to improve labour efficiency and first-time fix rates.
• Optimise van stock and supply chain performance to cut waste and improve availability.
• Ensure timely invoicing with Finance and provide reliable forecasts.

Skills

Operational leadership

Financial acumen

Team leadership

Cross-functional coordination

Job description

As Head of Operations, you’ll own the operational performance of the business, leading Service, Projects, Compliance, Technical and Stores to deliver profitable growth, strong margins and an exceptional customer experience.

You’ll be the business’s single operational focal point, taking ownership of day-to-day decisions, escalations and commercial opportunities. You’ll also build a capable, accountable team that takes pride in its work and pulls in the same direction.

This is a hands-on senior role for someone who can lead strategically and is equally at home in the detail of jobs, contracts and daily delivery.

MAIN DUTIES AND RESPONSIBILITIES

Operational Performance

• Act as the primary escalation point for operational issues and cross-functional coordination
• Use operational data, dashboards and KPIs to drive decisions, expose inefficiencies and improve gross margin
• Lead the adoption of new systems, data and automation across operations
• Drive productivity and continuous improvement through structured planning and utilisation monitoring
• Own performance reporting to the Executive Leadership Team, providing timely insights and recommendations
• Take ownership of gross margin across all contracts, acting to improve GP, margins and efficiency rather than just reporting on them
• Spot commercial opportunities across contracts, jobs, repairs and projects to grow revenue and strengthen long-term client relationships
• Manage operational budgets and costs to hit financial targets
• Work with the Technical Services Manager to improve labour efficiency and first-time fix rates
• Optimise van stock and supply chain performance to cut waste and improve availability
• Ensure timely, accurate invoicing with the Finance Team, and provide reliable forecasts and performance updates

Strategic Execution

• Turn strategic growth plans into the operational capacity, structure and capability Severnside needs to deliver them
• Help plan the integration of acquired businesses, covering cultural fit, systems alignment and margin stability through the transition
• Help design scalable operating models to support regional expansion
• Work with Sales and Growth to test the operational feasibility of bids and major contracts, with robust resource planning and cost modelling before award

Contract Management

• Lead the operational elements of new contract mobilisation, ensuring operational readiness, protecting margin and handing over smoothly to business as usual on time
• Support operational workforce planning and recruitment forecasting
• Monitor contract performance, resolving issues early and keeping client satisfaction high
• Work with the Head of Digital and Technology to meet client-specific requirements, including data requests, contractual KPI reporting and customer portals

Compliance and Standards

• Work with the Compliance Manager to maintain compliance with regulations, Health & Safety requirements and ISO standards
• Build best practice and compliance into the operations team’s day-to-day work
• Work with the Head of People & Culture on recruitment, onboarding, development and retention for engineers, operational leaders and subcontractors
• Build a culture of accountability, safety, customer focus and high performance
• Build trust across Operations, uniting teams around shared goals and pride in delivering excellent work
• Develop future operational leaders and plan succession for key roles

Customer Experience

• Deliver consistently outstanding customer service and maintain strong client relationships
• Act as the main escalation point for operational, delivery and service performance issues, resolving them quickly and effectively

What's in it for you?

• Package of £75,000 - £90,000 depending on experience (inc. car allowance)
• Company social events
• On-site parking
• Referral programme
• Company sick pay

What you'll need to succeed

You'll need proven operational leadership in a technical field service management environment, with experience of leading multi-functional teams. You'll need strong commercial and financial acumen, with a track record of owning gross margin and delivering profitable growth. You'll be a team player and know how to get the very best out of your team.

All applicants must have the right to work in the UK, and be suitable for an enhanced DBS check.