Senior Ops & Commercial Lead – Responsive Maintenance

Ian Williams Ltd.; Norwich; Hybrid; GBP 70,000 - 110,000; Full time

Benefits offered by this job

Profit sharing

Car allowance

Pension contribution up to 10%

Annual leave with buy/sell options

Annual pay reviews

Life assurance

Medical and permanent health insurance

Maternity/Paternity pay

Training and development

Exclusive supplier discounts

Lighthouse Charity access

Job summary

Ian Williams Ltd is seeking an experienced Operations and Commercial Manager to lead a new Responsive Maintenance unit in East Anglia. The role demands strong commercial and operational leadership, building collaborative, customer-focused partnerships and delivering results across multiple contracts.

You will drive performance, coach teams, manage budgets and assets, ensure compliance, and champion a high-quality customer experience while fostering wellbeing and inclusion across the workforce.

Qualifications

• Proven experience leading operational and commercial teams, ideally in a service-led or contracting environment.
• A track record of driving performance, compliance, and quality across multiple contracts.
• Strong commercial acumen, with experience in budgeting, forecasting, and financial reporting.
• Excellent communication and stakeholder management skills, with the ability to build trust and alignment across teams and clients.
• A passion for developing people, building resilience, and fostering a culture of learning and continuous improvement.
• Commitment to health, safety, and wellbeing, with a proactive approach to risk management and compliance.

Responsibilities

• Driving performance: Set and monitor objectives, targets, and KPIs to deliver productivity and commercial results. Use regular performance discussions to keep your team engaged and motivated.
• Embed a solutions oriented culture: Coach your team to anticipate challenges, think critically, and apply practical solutions, ensuring momentum and efficiency.
• Build capability and resilience: Develop your team through structured coaching, targeted training, and proactive interventions to future proof our workforce.
• Ensure financial and asset management: Take responsibility for budgeting, forecasting, and asset utilisation, embedding robust controls and data driven decision making.
• Champion compliance and quality: Ensure all work meets building codes, safety regulations, and industry standards, maintaining high levels of quality, safety, and legal accountability.
• Consistency in the customer experience: Lead your team in prioritising customer needs, driving high-quality, customer focused outcomes that boost satisfaction and loyalty.
• Promote wellbeing and inclusion: Foster a culture of wellbeing, respect, and inclusivity, where everyone feels valued and empowered to contribute.

Skills

Leadership experience

Stakeholder management

Commercial acumen

Budgeting & forecasting

Communication skills

People development

Job description

Ian Williams Ltd is seeking an experienced Operations and Commercial Manager to lead a new Responsive Maintenance unit in East Anglia. The role demands strong commercial and operational leadership, building collaborative, customer-focused partnerships and delivering results across multiple contracts.

You will drive performance, coach teams, manage budgets and assets, ensure compliance, and champion a high-quality customer experience while fostering wellbeing and inclusion across the workforce.