The Senior Services manager is responsible for the strategic oversight and leadership of all operational activities to ensure safety, service delivery, budgeting, and quality standards are met. This executive role requires a visionary approach to managing performance, output, and departmental KPIs. The Senior Services Manager will focus on operational excellence, strategic planning, innovation, and organisational development, fostering a culture of continuous improvement and high performance.
Main Responsibilities and Key Activities
Strategic Leadership:
- Develop and implement operational strategies aligned with the company's overall business objectives.
- Lead, develop, and manage senior teams to ensure the highest quality of service delivery.
- Oversee the development and execution of long-term operational plans.
- Drive innovation and continuous improvement initiatives to enhance operational performance.
Operational Performance:
- Oversee day-to-day operations, ensuring consistent, quality, and efficient service.
- Implement best practices and process improvements to optimise operational efficiency.
- Ensure compliance with industry standards and regulatory requirements.
- This role is an active role and you will be hands on with the teams as and when needed
Output and KPI Management:
- Monitor and manage the group KPIs and SLAs to ensure targets are met or exceeded at both siteand for the group level.
- Monitor and manage departmental KPIs and SLAs to ensure targets are met or exceeded.
- Analyse performance data to identify areas for improvement and implement corrective actions.
- Prepare and present regular performance reports to the client and OCS Senior Management.
Training and Development:
- Develop and implement comprehensive training programs for all staff.
- Conduct regular training sessions and workshops to enhance skills and knowledge.
- Maintain and update the training matrix to ensure all employees are adequately trained.
Succession Planning:
- Lead, mentor, and develop a team of senior operational leaders.
- Foster a positive and productive work environment, promoting teamwork and collaboration.
- Set clear performance expectations and provide regular feedback and coaching.
- Identify and develop high-potential employees for future leadership roles.
- Create and maintain succession plans for key positions within the site.
Staff Development:
- Conduct regular performance appraisals and provide constructive feedback.
- Develop and implement individual development plans for team members.
- Foster a positive and collaborative work environment to enhance employee engagement.
Client and Stakeholder Management:
- Maintain regular communication with clients, providing operational updates and addressing concerns.
- Ensure all client requirements and expectations are met or exceeded.
- Build and maintain strong relationships with key stakeholders, both internal and external.
- Maintain and share best practices with the wider group to ensure consistent service delivery across the group.
HR and Compliance:
- Oversee HR processes, including recruitment, onboarding, performance management, and employee relations.
- Ensure compliance with all company policies and procedures.
- Oversee QHSE and compliance documentation, ensuring all records are up to date.
Continuous Improvement:
- Identify opportunities for process improvements and implement best practices.
- Lead initiatives to enhance productivity, quality, and safety within the organisation.
Health & Safety Responsibility:
- Report to both internal and external stakeholders on all accidents, incidents, and near misses using the correct platforms.
- Conduct QHSE investigations and follow-up actions.
- Attend and participate in all QHSE meetings for both internal and external stakeholders.
- Monitor and update all QHSE Rams and Toolbox talks to ensure compliance with up-to-date legislation.
Additional Responsibilities:
- Participate in executive meetings and strategy sessions.
- Prepare and submit weekly and monthly reports outlining activities, concerns, and client requests.
- Conduct regular audits and inspections to ensure compliance with standards and regulations.
Qualifications and Skills:
- Proven experience in a senior management role, preferably in a services or operations environment.
- Strong leadership and team management skills.
- Excellent communication and people skills.
- Ability to analyse data and make informed decisions.
- Visionary and strategic approach to management.
- Strong organizational and time management skills.
- Knowledge of HR processes and compliance requirements.
- Flexible working approach.