UK Operations Manager

Overview

In this role you will lead the UK Amazon operations portfolio, aligning strategic account plans with service delivery to protect profitability and client satisfaction. You will drive continuous improvement across multiple sites, oversee health and safety, and manage a cross-functional team to deliver elite facilities management. The position sits at the intersection of commercial leadership, client relationship management, and operational excellence, shaping scalable, safe, and efficient service delivery. This is a chance to influence large-scale, multi-site outcomes in a mission-driven real estate and advisory environment.

Responsibilities

• Create and own strategic account plan
• Create and own UK risk register
• Create account continuous improvement initiatives
• Manage ad hoc improvement plans
• Manage client expectations via escalation plan
• Create proposals for contract renewal
• Deliver monthly performance reporting and QBRs to clients
• Prepare comprehensive packs for QBR meetings
• Create monthly performance reviews
• Update account team on major escalations
• Lead near miss and good catch reporting programs
• Conduct auditing and site audits
• Oversee engineering health and safety compliance
• Lead 2,2,2 reporting for safety and leadership
• Conduct accident and incident investigations
• Promote driver safety programs
• Ensure all statutory, mandatory, and routine inspections are completed
• Promote and ensure compliance with Health, Safety, and Environmental policies
• Conduct job audits
• Manage overall team performance
• Lead development and leadership initiatives for people
• Management of attendance and holiday planners
• Management of new starter processes
• Set team goals and communicate strategic priorities
• Ensure team members are fully equipped through regular 1:1s, training, coaching, and development activities
• Lead twice daily performance management calls with Engineering maintenance team
• Conduct performance reviews and development discussions
• Manage contract variations
• Oversee ongoing review of cost-to-serve
• Manage debt management processes
• Understand and apply various contract types
• Ensure vendor competence and value for money
• Support client with commercial and technical expertise
• Oversee SFG governance
• Manage quoted works
• Review and approve annual POs to be raised for PPMs
• Oversee application sign-off
• Manage debt management and collections
• Oversee cost-to-serve optimization
• Review contract variations and commercial implications
• Manage WIP (Work in Progress) – final stage
• Approve application signoffs
• Review quotes for cost competitiveness (first review)
• Oversee management of technical teams
• Ensure PPM injection and asset management processes
• Manage asset collection reviews (technical)
• Coordinate work schedules to minimize disruptions and optimize efficiency
• Ensure any immediate remedial actions from sub-contractor delivery are recorded and actioned
• Oversee Samara checks
• Review PPM schedules
• Manage operational performance of engineering team
• Deliver monthly performance reporting and QBRs to the client
• Manage client expectations via escalation plan
• Handle vendor reports
• Manage customer complaints process
• Prepare and present QBR packs
• Create monthly performance reviews
• Manage out-of-hours (OOH) rotas
• Oversee management of diaries for sickness and absence
• Ensure company standard operational procedures are implemented and adhered to
• Manage training matrix
• Oversee vehicle management
• Contract Performance: Accountable for overall contract performance against KPIs and SLAs; Ensure delivery of exceptional client service across all touchpoints; Drive continuous improvement and operational excellence; Maintain contract profitability and commercial viability; Client Satisfaction: Primary point of contact for senior client stakeholders; Conduct regular QBRs and performance reviews; Manage escalations and resolve complex client issues; Build and maintain strong, trusted client relationships
• Team Development:(

Key requirements

• Significant experience in Hard Services account management
• Proven track record of managing P&L responsibility
• Technical Qualifications either Electrical/ Mechanical
• Strong commercial and contract management background with minimum 5 years’ experience in managing Hard services contracts
• Demonstrable client relationship management success
• IOSH Managing Safely or equivalent H&S qualification

• Relationship management
• Strategic thinking
• Leadership and coaching
• Hard Services operations
• PPM and reactive maintenance
• CAFM systems and performance reporting tools

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