We currently have a vacancy for an Operations Manager in London and the SE of England.

Reporting into our White Waltham office near Maidenhead, Berkshire, the successful candidate will be expected to carry out the following responsibilities which will help support and enhance BMSI’s service delivery to our customers in London and the surrounding area:

Financial

• P&L responsibility for a proportion of the Support contracts and Support Additions
• Cost control
• Submit monthly reports to the London Region Business Manager detailing activity

People

• Recruit, develop and train a team of Support Engineers to the level required
• Ensure Support Engineers comply with all health, safety and environment regulations, including the requirement to wear appropriate PPE
• Carry out appraisals alone or with the Business Manager annually

Operational

• Ensure service delivery meets our customers’ needs and requirements. Carry out site audits of service delivery provided to our customers
• Regularly meet with key customers (contract review meetings) to ensure that we understand their requirements and their perception of our delivery – agree improvement measures where necessary
• Work closely with the administration team so ensure engineers are scheduled to the service customer to agreed schedules and standards
• Help allocate correct labour to call-outs and keep direct labour productive hours within target
• Make sure engineer holidays are covered correctly
• Ensure the quality of our engineer reports are to the required standard
• Share ‘best-practise’ solutions with other senior staff both within the region and within the wider organisation
• Provide technical support for all service team members

Support Contracts

• Raise quotations for maintenance renewals and secure orders
• Upsell existing agreements, i.e. multi-year contracts, MEDIC and Energy Control offerings
• Assist Support sales team with bids, technical help etc.

Support Additions (Extra Works)

• Ensure each Support Engineer identifies opportunities for Support Addition works on our customers’ sites, helping engineers to carry out field quotes where necessary
• Quote and manage small works (including sub-contractors) as and when required
• Track all Support Additions quotes and chase customers with outstanding quotes
• Provide clients with migration and upgrade paths on obsolete and ageing systems

The ideal candidate should be familiar with the BMS industry and be able to demonstrate skills in the following areas:

• A successful record of developing and maintaining long-term working relationships with customers, suppliers and employees
• A familiarity of the commercial aspects of running a business by analysing financial reports
• An effective record of managing and developing staff so as to ensure that they realise their potential and maximise their contribution to the business
• A pro-active approach towards ensuring that internal procedures are followed so as to comply with legislation (ie. Health & Safety) and Company policies and procedures
• A passion for delivering excellent customer service so as to maximise customer satisfaction and loyalty