Operations Service Manager

10 Recruitment Ltd; Huddersfield; On-site; GBP 55,000 - 62,000; Full time

Job summary

A leading recruitment firm is seeking an experienced Operations Service Manager in Huddersfield to lead a multi-functional operations team. This role involves ensuring service levels and operational excellence are achieved, alongside managing customer service and administrative functions. Candidates should have a proven background in operations leadership with strong skills in KPI management and continuous improvement. This position offers a competitive salary and the chance to shape operational performance within a nationwide operation.

Qualifications

• Proven experience as an Operations Service Manager or senior operational leader.
• Experience leading large, complex teams.
• Strong knowledge of operational service delivery and KPI management.

Responsibilities

• Lead and manage the Operations Team to deliver world‑class service standards.
• Maintain oversight of customer service and administration functions.
• Ensure operational readiness for safety incidents.

Skills

Operational service delivery

KPI management

Leadership and communication skills

Continuous improvement

Job description

Operations Service Manager

Location: Huddersfield

Pay: £55,000 to £62,000 basic + Company Car or Car Allowance

Benefits

• Senior leadership role with real influence
• Opportunity to lead a large, complex operation
• Strong focus on training, development, and progression
• Long‑term career stability within a nationwide operation

Hours: Monday to Friday, daytime hours

The Opportunity

This is a standout opportunity for an experienced Operations Service Manager to lead a large, multi‑functional operations team delivering exceptional service across a nationwide remit. As an Operations Service Manager, you'll take full ownership of control, customer service, and administrative functions — ensuring service levels, KPIs, and operational excellence are consistently achieved.

If you're a confident leader who thrives in high‑accountability environments and enjoys driving performance at scale, this Operations Service Manager role is for you.

Key Responsibilities

• Lead and manage the Operations Team to deliver world‑class service standards
• Maintain oversight of control, customer service, and administration functions
• Ensure full operational readiness for safety incidents and major incident response
• Oversee business continuity planning, testing, and deployment
• Drive staff retention, engagement, and succession planning
• Ensure training, cross‑training, and capability development across the operation
• Manage shift coverage and operational resourcing to meet demand
• Deliver agreed customer KPIs and continuous service improvement
• Maintain capability across specialist operational areas
• Oversee reconciliation activities, month‑end closures, and customer queries
• Ensure all non‑conformances and customer complaints are resolved within agreed timescales
• Conduct regular performance reviews and development planning
• Build strong relationships with contract management and field operations teams
• Represent the operation at key client interfaces

Must Haves

• Proven experience as an Operations Service Manager or senior operational leader
• Experience leading large, complex teams
• Strong knowledge of operational service delivery and KPI management
• Confident decision‑maker with excellent leadership and communication skills
• Experience driving continuous improvement and operational efficiencies

Essential Skills & Experience

• Strategic leadership and people management
• Strong operational and customer service focus
• Ability to manage performance at scale
• Experience working in fast‑paced, 24/7 or shift‑based environments

Why Apply?

This Operations Service Manager role offers the chance to shape operational performance, influence strategy, and lead a significant workforce. If you're an ambitious Operations Service Manager looking for your next senior leadership challenge, this is an opportunity not to be missed.

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