Service Delivery jobs in Indien

The Head of Operations will lead and manage all operational activities, ensuring the delivery of high-quality services, compliance with industry standards, and contribute to the achievement of business objectives. This role includes full responsibility for Contract Management, Operational Efficiency - Engineers & Scheduling, Process Efficiency, general team leadership, and Customer satisfaction.

• Oversee a profitable day-to-day operational performance across installation, maintenance, and remedial services.
• Develop and implement operational strategies aligned with company goals.
• Drive continuous improvement in processes, productivity, and service delivery.
• Prepare regular performance reports, KPIs, and operational updates for senior management.

• Oversee workforce scheduling, equipment allocation, and subcontractor coordination to optimize productivity, ensuring compliance with agreed terms and SLAs.
• Negotiate new contracts and renewals to maximize profitability and customer satisfaction.
• Monitor contract performance and resolve any issues promptly.

• Ensure adherence to UK fire and security regulations, health & safety standards, and ISO requirements.
• Maintain accreditations (e.g., NSI, BAFE) and implement best practices across operations.

• Control operational budgets (engineer productivity), monitor costs, and deliver projects within financial targets.
• Drive the invoicing process on a daily/weekly basis.
• Provide accurate forecasting and reporting to senior leadership.

• Lead, mentor, and develop operational teams, including engineers and office support.
• Support in the hiring and development of engineers and a sub-contractor network.
• Create a culture of accountability, safety, and customer focus with high performance & morale.
• Provide input and engagement with other businesses in the Asset Protection Group.

• Ensure exceptional service delivery and maintain strong client relationships.
• Act as escalation point for operational issues and drive resolution.

• Achieving the required engineer turnover contribution.
• Ensure scheduling efficiency is delivered by the admin team.

• Successful management from mobilization, delivery, reporting based on the agreed SLA's.

• Nil major non-conformities in audits.
• Maintain NSI/BAFE accreditation status.

• Proven experience in a senior operational role within a FM, M&E, Business Services, Electrical or Fire & Security sectors.
• Strong knowledge of UK compliance standards and industry regulations.
• Expertise in contract management including mobilisation and project management.
• Excellent leadership, communication, and stakeholder management skills.
• Commercial acumen with experience managing budgets and KPIs.
• Ability to implement operational improvements and manage change effectively.
• Self-motivated with strong motivational traits and evidence of managing small teams.
• Adaptable and flexible and customer service focused.
• Track record of developing colleagues.
• Relevant technical or management qualifications (e.g., NVQ, IOSH, Prince2).