Job Description

Position Overview
The Customer-Facing Operations Manager is responsible for overseeing telecom field service operations, ensuring exceptional customer engagement, and driving operational excellence across multiple projects. This role involves managing three Project Managers, supervising Work-in-Progress (WIP) processes, tracking revenue and costs, safeguarding cross-project efficiency through optimal resource utilization, ensuring compliance with UK regulations and cultural practices, and overseeing Health, Safety, and Environmental (HSE) and quality standards through the Health and Safety Manager.
Key Responsibilities
Customer Engagement & Relationship Management

• Act as the primary point of contact for clients, ensuring clear communication and alignment on project goals.
• Manage escalations promptly and maintain strong customer relationships by delivering on SLAs and providing timely updates.

Operational Oversight

• Oversee daily field operations, ensuring compliance with telecom standards, safety regulations, and quality benchmarks.
• Drive process optimization and implement strategies to improve efficiency and reduce downtime.

Project Management Leadership

• Supervise and mentor three Project Managers, ensuring projects meet timelines, budgets, and quality standards.
• Coordinate across engineering, logistics, and finance teams to resolve operational challenges and maintain delivery performance.

Work-in-Progress (WIP) Management

• Monitor WIP for all ongoing projects, ensuring accurate progress reporting and timely invoicing.
• Apply WIP accounting principles for proper cost and revenue allocation.
• Identify and mitigate risks that could impact timelines or profitability.

Financial Accountability

• Track all revenue streams and associated costs for field services projects.
• Develop and monitor operational budgets, optimize resource allocation, and implement cost-control measures.
• Prepare detailed financial reports for senior management and stakeholders.

Cross-Project Efficiency & Resource Utilization

• Safeguard cross-project efficiency by harmonizing workflows and processes across multiple projects.
• Optimize workforce allocation by monitoring resource availability and redistributing employees to balance workloads and maximise productivity.
• Conduct capacity planning based on project pipelines and adjust assignments to maintain operational agility.
• Implement collaboration frameworks and tools to reduce silos and improve overall delivery performance.

Compliance & Cultural Awareness

• Ensure adherence to local UK regulations, health and safety standards, and employment laws.
• Demonstrate cultural awareness and sensitivity to practices common among field service teams, fostering a respectful and inclusive work environment.

Health, Safety & Quality Oversight

• Oversee the Health and Safety Manager responsible for HSE compliance and quality assurance in field services.
• Ensure robust safety programs, risk assessments, and quality control measures are implemented and maintained.
• Drive continuous improvement in health, safety, and environmental performance across all projects.

Strategic & People Management

• Train and mentor staff to enhance technical skills and operational performance.
• Drive continuous improvement initiatives and adoption of new technologies to stay competitive in the telecom sector.

Qualifications

• Bachelor's degree in Telecommunications, Engineering, Business Administration, or related field.
• Minimum 8+ years of experience in telecom operations, with at least 3 years in a managerial role.
• Proven experience in project management and financial oversight.
• Strong leadership, communication, and stakeholder management skills.
• Knowledge of WIP accounting and ERP systems.
• Familiarity with UK regulations and cultural norms in field services.
• Certifications such as PMP, ITIL, or telecom-specific credentials are highly desirable.
• UK Based, Offices in Milton Keynes and Manchester where local presence 2 days a week will be required. (Flexible).

Key Performance Indicators (KPIs)

• Customer satisfaction and SLA compliance.
• On-time and on-budget project delivery.
• Accuracy of WIP reporting and financial forecasts.
• Resource utilisation efficiency across projects.
• Compliance with UK regulations and cultural alignment.
• HSE compliance and quality performance metrics.

• Reduction in operational costs and improvement in process efficiency.

Skills Required