About the Role
As Strachan & Kemp continues to grow, we are looking for an experienced Operations Manager to lead and develop the Service Desk function within the business.
The Operations Manager will oversee day-to-day service delivery, team performance, job management, client communication and operational reporting.
They will ensure reactive and project works are effectively coordinated from initial instruction through to completion.
This is a key management position requiring strong leadership, organisation, commercial awareness and the ability to improve processes within a fast-paced facilities management environment.
Key Responsibilities
Service Desk Leadership
Lead, manage and support the day-to-day activities of the Service Desk team.
Provide clear direction, coaching and performance feedback.
Create a positive, accountable and productive working environment.
Ensure the team understands operational priorities, client requirements, SLAs and KPIs.
Support the team with complex jobs, client concerns and operational escalations.
Promote effective communication between the Service Desk, engineers, subcontractors, clients and management.
Identify training and development needs within the team.
Job Management and Service Delivery
Oversee jobs from initial instruction through to completion, quotation and invoicing.
Ensure reactive and project works are appropriately prioritised, scheduled and resourced.
Monitor job progress and ensure delays, risks and outstanding actions are addressed promptly.
Ensure clients receive clear and regular updates throughout each job.
Oversee emergency and high-priority works, ensuring the correct resources are allocated.
Monitor aged and outstanding jobs to support timely completion and closure.
Work with engineers and subcontractors to reduce delays, downtime and repeat visits.
Support the mobilisation and coordination of new contracts and service requirements.
Client Management
Act as a key point of contact for operational queries and escalations.
Build and maintain strong, professional client relationships.
Attend client review meetings and provide operational updates.
Ensure client concerns are addressed promptly and professionally.
Make sure commitments made to clients are realistic, communicated internally and delivered.
Identify opportunities to improve service delivery and strengthen client relationships.
Support the continued growth of client accounts through reliable service and effective communication.
Subcontractor Coordination
Oversee the allocation and management of subcontractors through SimPRO.
Ensure subcontractors meet agreed service, quality, compliance and performance standards.
Review subcontractor job notes, photographs, reports and supporting documentation.
Challenge missed SLAs, incomplete works, repeat attendance and poor performance.
Ensure subcontractor costs align with agreed quotations and purchase orders.
Maintain effective relationships with approved subcontractors while holding them accountable for performance.
Support the identification and onboarding of new subcontractors where additional coverage is required.
Commercial Performance
Maintain commercial awareness across jobs and client contracts.
Review labour, material and subcontractor costs.
Identify and challenge cost discrepancies.
Ensure jobs are commercially reviewed before closure and invoicing.
Identify legitimate variations, additional works and missed quotation opportunities.
Work with Finance and management to support accurate and timely invoicing.
Monitor operational trends that may affect margins or contract performance.
Support budgeting, forecasting and improvements to job profitability.
Quality and Compliance
Regularly audit live and completed jobs within SimPRO.
Ensure job notes clearly record attendance, findings, actions and next steps.
Check that photographs, reports and supporting documents are uploaded where required.
Review client communication to ensure appropriate updates have been provided.
Monitor repeat visits, first-time-fix performance and job completion standards.
Ensure relevant compliance and contractor documentation is in place.
Provide constructive feedback to employees and subcontractors following audits.
Promote consistent service standards and safe working practices.
SimPRO and Process Management
Oversee the effective use and continued development of SimPRO.
Ensure workflows support operational requirements and client commitments.
Develop standardised procedures to improve data accuracy and service delivery.
Ensure employees understand and follow agreed SimPRO processes.
Provide or arrange system training where required.
Monitor data quality and address errors or inconsistencies.
Work with management and external support to introduce system improvements.
Ensure accurate operational, SLA and KPI reporting is available.
Performance Reporting and Improvement
Prepare weekly, monthly and ad-hoc operational reports.
Monitor SLA, KPI, first-time-fix, repeat visit and job-ageing performance.
Track escalated and problem jobs through to resolution.
Use SimPRO data to identify bottlenecks, recurring issues and performance trends.
Provide regular updates to the Head of Operations and Directors.
Develop and implement corrective actions where service issues are identified.
Review existing processes and recommend practical improvements.
Promote a culture of accountability, learning and continuous improvement.
Experience and Requirements
The successful candidate should have:
At least three years’ experience in facilities management, service delivery, maintenance coordination or a similar environment.
Previous experience leading or supervising a Service Desk or operational team.
Strong knowledge of job scheduling, resource coordination and service delivery.
Experience managing clients, subcontractors and operational escalations.
Good commercial awareness, including an understanding of job costs, budgets, revenue and margins.
Strong organisational and prioritisation skills.
Excellent communication, leadership and problem-solving abilities.
Experience using CRM, CAFM or job management systems.
The ability to analyse data and identify performance trends.
Confidence working with employees, clients, subcontractors and senior management.
A full UK driving licence.
Experience using SimPRO and working within the facilities management sector would be highly advantageous.
A relevant operational, facilities management or supervisory qualification is desirable, although suitable industry experience will also be considered.
Personal Attributes
We are looking for someone who is:
A confident and supportive leader.
Proactive and solutions focused.
Highly organised and detail focused.
Commercially aware.
Professional and client focused.
Comfortable making decisions and managing escalations.
Able to challenge poor performance or discrepancies appropriately.
Calm and dependable under pressure.
Committed to improving processes and developing teams.
Motivated to contribute to the continued growth of the business.
Travel and Out-of-Hours Support
The role is primarily office-based, with occasional travel to client sites and meetings across Scotland and the North of England when required.
There may also be occasions when support is required outside normal working hours for significant operational issues.
Overall Objective
To lead an efficient, responsive and client-focused Service Desk function that coordinates works effectively from initial instruction through to completion.
Success will be demonstrated through strong team performance, effective job management, improved SLA and KPI results, accurate job information, timely client communication, controlled costs and a consistent focus on continuous improvement.