Operations Manager

About Us:

KSD Support Services Limited, part of the KSD Group, is one of the fastest growing privately owned building maintenance and facilities management companies in the UK. We provide high quality, responsive, and professional support services to major blue-chip clients, including Sainsbury's, Tesco, and Morrisons.

Our success is built on commitment, accountability, and a will to win mentality. We take ownership of challenges, deliver results with pride, and maintain the highest standards of customer care across everything we do.

Purpose of the Job:

The Operations Manager plays a pivotal role in driving operational performance, customer satisfaction, and continuous improvement across all KSD Support Services Ltd contracts.

Working closely alongside the Operations Director, this role requires strong leadership, commercial awareness, and a proactive approach to managing both people and processes. The successful candidate will take full ownership of service delivery, ensuring Planned Preventative Maintenance (PPM), Reactive Works, and Project Works are completed safely efficiently, and to client expectations.

Key Responsibilities:

The primary responsibilities are detailed below, however KSD Support Services Ltd may require additional responsibilities to be absorbed within reason from time to time to meet business demands.

Operational Management and Delivery

• Take ownership of day-to-day operational performance, ensuring the efficient delivery of all Helpdesk, PPM, Reactive, and Project Works;
• Oversee the planning, coordination, and execution of work streams, ensuring compliance with client KPIs and SLAs;
• Work directly with the Operations Director to develop and implement service strategies that drive efficiency and enhance performance;
• Identify risks and bottlenecks in operations and implement proactive solutions;
• Champion continuous improvement initiatives across the department;
• Customer Service and Client Relationship Management. Ensure every interaction reflects KSD Support Services Ltd commitment to outstanding customer service;
• Build strong relationships with client contacts, maintaining professionalism, transparency, and responsiveness at all times;
• Actively manage client expectations and provide regular communication and updates on ongoing works;
• Take personal responsibility for resolving escalated client issues promptly and effectively.

People Leadership

• Lead, motivate, and develop the helpdesk and operational support teams to achieve individual and collective targets;
• Recruit, train, and coach staff to deliver excellence, encouraging a culture of accountability, ownership, and teamwork;
• Conduct performance reviews and provide feedback, fostering a positive and performance-driven environment;
• Encourage a will to win attitude, driving passion, pride, and persistence throughout the team.

Performance, Reporting, and Continuous Improvement

• Produce detailed reports on productivity, performance, and client satisfaction, providing insight and recommendations to the Operations Director.
• Track and monitor key metrics to identify trends and opportunities for operational improvement.
• Support the implementation of new systems, processes, and technologies that enhance efficiency and service quality.
• Ensure compliance with all KSD Support Services Ltd policies, procedures, and health and safety standards.

Skills, Knowledge, and Abilities:

• Strong leadership skills with the confidence to take ownership and drive performance under pressure;
• Proven experience in facilities management, maintenance operations, or service delivery environments;
• Exceptional customer service orientation with a track record of building positive client relationships;
• A solutions-focused and resilient mindset, capable of navigating complex challenges with professionalism and determination;
• Excellent interpersonal and communication skills with the ability to influence at all levels;
• Strong analytical and organisational skills with the ability to prioritise competing demands;
• Proficient in Microsoft Office applications, including Outlook, Word, and Excel.
• Flexibility and adaptability to changing business requirements;
• High personal standards of presentation, integrity, and reliability;
• A will to win attitude, driven, self-motivated, and committed to achieving results for both KSD Support Services Ltd and its clients.

Key Relationships

• Operations Director;
• Helpdesk and Project Teams;
• Finance and HR Department;
• Health and Safety Department;
• Clients, Subcontractors, and Suppliers.

Performance Indicators

• Achievement of contractual KPIs and SLAs;
• Client satisfaction and feedback;
• Team engagement, productivity, and retention;
• Operational efficiency and cost control;
• Quality and compliance performance.

Benefits:

• Excellent training and development opportunities;
• 20 days annual leave, plus bank holidays;
• Friendly working environment;
• Paid team events;
• Paid 30-minute lunch break;
• Free on-site parking;
• Dress down Fridays;
• Workplace Pension contributions - 3% employer, 5% employee.

Additional Information:

• Office Location: Patcham Place, London Road, Brighton, BN1 8YD;
• Working Days/Hours: Monday to Friday, 8.00am to 5.00pm.

Pre-Employment Checks:

If you are successful, we will undertake standard pre-employment checks after you have been offered a job. This includes employment referencing, verifying your right to work in the UK and verifying your driving licence (if applicable).