Operations Manager

About this role

Purpose of the Role

The Ringfenced Operations Manager is a critical leadership role within the Ringfenced Accounts Pillar of TSOC, providing clear accountability, operational oversight, and strategic direction for key bespoke customer accounts.

The role is responsible for ensuring contractual obligations, service levels, and customer expectations are consistently achieved through effective performance management, resource coordination, risk mitigation, and continuous improvement initiatives. Acting as the central point of leadership between account teams and operational delivery functions, the Operations Manager will proactively manage operational challenges, resolve escalations, and maintain alignment between service delivery and customer requirements.

A key aspect of the role is to strengthen governance, improve operational resilience, and identify opportunities to standardise processes and integrate ringfenced accounts into the wider TSOC Customer Service, Scheduling, and Supply Chain pillars where appropriate. This will support greater efficiency, consistency, and scalability while preserving the tailored service requirements of each account.

Key Responsibilities

Operational Management

• Provide operational leadership and accountability for all assigned Ringfenced Accounts within TSOC.
• Ensure contractual obligations, service levels, KPIs and customer expectations are consistently achieved.
• Oversee end-to-end service delivery, coordinating activities across Customer Service, Scheduling, Supply Chain and operational delivery teams.
• Monitor workload, resource allocation and service performance to ensure operational resilience and effective delivery.
• Identify and mitigate operational risks, ensuring business continuity and proactive issue management.
• Act as the senior escalation point for operational incidents and customer concerns, driving timely resolution.

Team Leadership

• Lead, coach and develop operational teams supporting Ringfenced Accounts to achieve high performance.
• Set clear objectives and performance expectations aligned to customer and business outcomes.
• Conduct regular one-to-ones, performance reviews and development discussions.
• Foster a culture of accountability, collaboration, continuous improvement and customer focus.
• Support succession planning and capability development within the Ringfenced Accounts Pillar.

Customer & Stakeholder Management

• Build and maintain strong working relationships with customer representatives, account teams and key internal stakeholders.
• Act as the primary operational contact for assigned Ringfenced Accounts.
• Provide customers and senior stakeholders with clear updates on performance, risks, issues and improvement activities.
• Manage operational escalations professionally, ensuring effective communication and resolution.
• Represent TSOC in customer governance meetings, service reviews and operational performance discussions.

Performance Management & Continuous Improvement

• Monitor and analyse operational performance against agreed KPIs, SLAs and contractual commitments.
• Identify trends, recurring issues and opportunities for service improvement.
• Conduct root cause analysis and implement corrective and preventative actions.
• Drive operational excellence initiatives that improve customer outcomes, efficiency and service quality.
• Support the standardisation of processes and adoption of best practices across Ringfenced Accounts.

Reporting & Governance

• Produce accurate operational reports, dashboards and management information for customers and senior leadership.
• Maintain effective governance controls and ensure compliance with contractual, regulatory and organisational requirements.
• Lead regular performance reviews, operational risk assessments and service governance meetings.
• Ensure data quality, audit readiness and adherence to reporting standards.

Strategic Contribution

• Support the delivery of TSOC strategic objectives and transformation initiatives.
• Identify opportunities to integrate Ringfenced Account activities into centralised Customer Service, Scheduling and Supply Chain functions where appropriate.
• Contribute to business planning, resource forecasting and operational growth strategies.
• Champion innovation and continuous improvement to enhance service delivery, customer experience and operational efficiency.

Skills & Qualifications

Essential

• Experience managing customer-facing operational teams within a service delivery environment.
• Proven ability to manage contractual performance against KPIs and SLAs.
• Experience dealing with senior stakeholders and customer escalations.
• Strong analytical skills with the ability to interpret performance data and drive improvement actions.
• Demonstrable experience leading change and continuous improvement initiatives.

Desirable

• Experience within facilities management, technical services, contact centre or service operations environments.
• Knowledge of CAFM systems, scheduling platforms and workforce planning.
• Prince2, Lean, Six Sigma or equivalent continuous improvement qualifications.