Operations Manager

Johnson Controls; Birmingham; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading technology firm is seeking an Operations Manager to oversee service delivery across the UK & Ireland. The role is based in Solihull and involves leading a high-performing team, developing service strategies, and ensuring customer satisfaction in a tech-driven environment. Ideal candidates will have a background in operations management within the retail sector and possess strong problem-solving and communication skills. The position offers a hybrid work model.

Qualifications

• Proven experience in operations management, ideally in a service or technology-driven environment.
• Demonstrated ability to lead internal teams and manage third-party service providers.
• Background in the retail sector is preferred.

Responsibilities

• Lead implementation and customer support operations, ensuring a high-quality service across the region.
• Develop and execute service delivery strategies for a broad portfolio of retail technology solutions.
• Drive adoption of standardized systems and tools to improve efficiency.

Skills

Operations management

Customer support

Stakeholder management

Problem-solving

Service Level Agreements

Job description

Operations Manager – ShopperTrak / Sensormatic

Location: Solihull (3 days/week)
ShopperTrak Analytics, part of Sensormatic Solutions, helps retailers and shopping centres boost profitability through powerful, data-driven insights. Our technology transforms shopper behaviour into actionable intelligence, enabling better decision-making in areas like footfall, queue management, marketing and in-store operations.

We’re looking for a hands-on Operations Manager to lead service delivery and support across the UK & Ireland. Reporting to the EMEA Operations Director, with a dotted line to the UK&I General Manager, you’ll be instrumental in driving customer satisfaction, revenue growth and operational excellence.

This is a hybrid role based in our Solihull office, with an expectation to attend the office on set days: Tuesday, Wednesday, and Thursday each week.

What you’ll do:
• Lead implementation and customer support operations, ensuring a high-quality service across the region
• Develop and execute service delivery strategies for a broad portfolio of retail technology solutions
• Drive adoption of standardised systems, tools and processes to improve efficiency and customer experience
• Oversee resource planning, third-party vendors, and ongoing project delivery
• Support continuous improvement initiatives to optimise turnaround time and reduce costs
• Collaborate with sales teams during RFP processes and customer meetings
• Lead, coach and develop a high-performing team

What you’ll bring:
• Proven experience in operations management, ideally in a service or technology-driven environment
• Demonstrated ability to lead internal teams and manage third-party service providers
• Background in the retail sector—whether with a retailer, technology vendor or property owner/operator
• Strategic mindset with a hands-on approach and strong problem-solving skills
• Excellent stakeholder management and communication skills
• Write and/or edit Service Level Agreements and other contractual terms, as needed.

• Provide support to sales activities and maintain strong engagement in customer-facing roles.
• A continuous improvement mindset and passion for service excellence

Why join us?
You’ll play a key role in shaping the future of how retailers operate. You’ll have the opportunity to work across teams, regions and technologies in a role that combines leadership, innovation and impact.

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