Operations Manager

About this role

We have a fantastic opportunity for an Incident Response Operations Manager to join our Area 10 Motorways & Trunk Roads team.

Working as part of our Operations team, you will provide visible, proactive leadership across the Incident Response Team (IRT) service, ensuring the safe, efficient and customer-focused delivery of incident response activities across the strategic road network.

You will be accountable for operational performance, health and safety compliance, workforce leadership, service readiness, client and stakeholder confidence and continuous improvement. You will work closely with Maintenance and Response teams and National Highways to strengthen collaboration, improve workforce engagement and accountability, streamline administration and use performance data to deliver a resilient, responsive and cost-effective service.

The role reports to the Principal Operations Manager / Network Manager and will typically have responsibility for approximately 30 direct and indirect reports.

What will the role offer?

The salary is competitive (please enquire for further details).

The standard hours of work are 40 hours per week, Monday to Friday (days), with flexibility to support operational requirements.

We offer a range of flexible working practices, including hybrid, part-time and flexible working patterns. With our network of offices across the UK, we are open to discussing working options that match your needs, with the flexibility to change how you work as your life evolves.

What you will be doing

• Lead the day-to-day delivery of the IRT service, ensuring operational plans are clearly communicated, appropriately resourced and consistently delivered
• Ensure incidents and immediate defect-mitigation activities are managed safely and professionally, in accordance with contractual, operational and customer service requirements
• Lead the IRT team in delivering incident response and immediate defect mitigation within the required 24-hour timeframe, in accordance with contract requirements
• Maintain operational readiness across people, vehicles, plant, specialist equipment, communications and supporting resources
• Monitor and improve key performance measures, including attend-and-assess times, incident clearance, service quality, data accuracy and operational resilience
• Provide visible leadership and effective escalation support during major incidents, severe weather, network disruption and periods of increased operational demand
• Use historic delivery data, trend analysis and operational insight to support strategic decision-making, resource planning and service improvement
• Own Airwave radio compliance and ensure communication systems are used effectively and in accordance with applicable requirements
• Work with the Principal Operations Manager to develop annual business objectives, delivery plans and budgets, as required
• Plan and manage annual work schedules to ensure effective coverage, operational resilience and the efficient use of resources
• Maintain compliance with health and safety, legal, regulatory and company requirements, taking prompt action where required standards are not met
• Undertake periodic site visits and safety tours, including nights and weekends, to maintain operational assurance and provide visible leadership
• Translate client key performance indicators into clear team priorities and lead delivery against agreed performance targets
• Ensure consistent understanding and application of systems, processes and operational standards across the service
• Set clear performance objectives aligned with account priorities, company objectives and organisational values
• Promote continuous improvement by identifying opportunities to simplify processes, improve quality and increase service efficiency
• Anticipate client requirements, maintain a customer-focused culture and support consistently positive outcomes for road users
• Manage supply chain and subcontractor relationships, ensuring work is planned, coordinated and completed safely and to the required standard
• Lead and develop direct reports through effective performance management, regular communication, wellbeing support and the company performance-management process
• Maintain an effective team structure and robust controls to ensure completed work is recorded accurately and promptly
• Build constructive working relationships with National Highways Traffic Officers, inspection teams and other operational stakeholders
• Support National Highways with safety inspections of All Lane Running sections of the network, where required
• Ensure toolbox talks and safety briefings are communicated to operatives promptly, clearly and meaningfully, with appropriate records maintained
• Foster an inclusive, engaged and accountable team culture founded on fairness, learning and proportionate decision-making

We want to hear from you if you have

• Proven operational leadership experience within highways maintenance, incident response, traffic management, emergency response or a comparable safety-critical environment
• Demonstrable experience leading frontline teams within a time-sensitive, customer-focused service
• Sound knowledge of health and safety legislation, operational risk management and compliance-led service delivery
• Strong planning, resource management and performance-management capability
• The ability to make sound and proportionate decisions and provide calm, visible leadership in high-pressure or emergency situations
• Excellent communication, stakeholder-management and client-relationship skills
• Competence in using operational data and performance information to identify trends, manage risk and improve service delivery

Desirable

• SMSTS or an equivalent supervisory safety qualification
• National Highways Passport
• An incident-management qualification or substantial demonstrable incident-management experience
• Relevant traffic-management qualifications, including applicable National Highways Sector Scheme competence
• IOSH Managing Safely, NEBOSH or an equivalent health and safety qualification
• A recognised leadership or management qualification

What we can offer

Our benefits are designed to help you thrive at work and in your home life. You will have the flexibility to choose benefits and development opportunities that are best for you.

Some of our benefits include

• Exceptional personal development, training and progression plans
• Competitive salary and compensation
• Generous pension scheme, with extra contributions from Amey
• 24 days annual leave, plus bank holidays
• Flexible benefits scheme
• Save with Amey discounts
• Family friendly policies
• Membership of our Affinity Networks
• Two Social Impact Days each year

About Amey

Who we are: Amey is a global, integrated infrastructure consultancy and operations partner. We design, deliver, protect, and maintain critical assets and systems.

What we do: We advise, design, finance, deliver, and enhance civic, transport, and defence systems. By combining strategic intelligence, engineering, infrastructure finance, and operational expertise, we create secure, resilient, compliant, and high-value outcomes across the lifecycles of new and legacy assets.

To find out more visit our website amey.co.uk/careers

Application Guidance

Diversity and Inclusion

We constantly evolve how we work to reflect the different needs and backgrounds of our employees. We seek out the skills, joy and energy that often-marginalised groups can bring to our teams and welcome applications from all suitably qualified candidates, regardless of their race, gender, disability, religion/belief, sexual orientation, or age.

We are committed to offering applicants with a disability an interview if they meet the minimum requirements for the role.