Operations Manager – Milton Keynes Role Overview: Our client, a leading provider of processing solutions are looking for an experienced Operations Manager to lead their team in Milton Keynes. This pivotal role will involve overseeing the repair and support strategy, managing installations, developing KPIs, and ensuring continuous service improvement across our operations. The ideal candidate will bring strong leadership, technical expertise, and a passion for operational excellence. Key Responsibilities: Customer Service Team Management: Lead the Customer Service Team to meet key performance indicators (KPIs) including SLA response, call response, data accuracy, and engineer utilization. Ensure continuous improvement of customer service standards. Repair Centre Management: Oversee the workshop layout, workflow, and resource levels to ensure the efficient operation of the repair centre. Ensure technical documentation and training are up to date, and MI reporting is accurate and timely. Installation Team Support: Manage installation services to support the Service Management Team. Ensure flexibility to cover unsociable hours and collaborate with the Project Team to meet installation deadlines. Scheduling and Resource Management: Ensure efficient scheduling across the business, covering all shifts and ensuring appropriate resource levels. Provide MI reporting on leave coverage, open vacancies, and recruitment status. Management Information & KPI Reporting: Ensure weekly and monthly KPI reports are produced and reviewed, with a focus on continuous improvement and operational efficiency. Health & Safety Support: Promote a positive health and safety culture. Assist the Health and Safety Manager with risk assessments, site audits, and ensuring adherence to all safety legislation. Competencies & Experience: Essential Experience: Minimum of 5 years of professional experience in operations or service management. 3 years of leadership experience managing teams and projects. Strong understanding of service level agreements (SLAs) and managing service delivery. Proven track record of developing and implementing continuous improvement initiatives. Technical Skills: SAP experience (Intermediate level). Advanced proficiency in Microsoft Office, Service Management Software, and Power BI for dashboard reporting. Strong project management and service management skills. People Management & Leadership: Excellent people management and coaching skills, with the ability to implement change and develop teams. Strong communication and interpersonal skills, with a proven ability to lead by example and deliver results. Benefits: £65,000 Salary and performance-based incentives. Opportunities for personal and professional development. Collaborative and supportive work environment. Health and wellness programs