Operations Manager

Purpose of the role: 

As the Operations Manager, you will be responsible for the day-to day operational running of our CUAS, solution installations, and other service provisions. You will report directly to the Vice President of Operations, taking ownership of the delivery of all OSL’s managed services contracts, the effective and smooth running of our 24/7/365 Operations Room, the management of our Field Services Engineering Team, , our Assets & Exports Team, and our Sunny Side Demonstration and Test Facility, and ensure that all the supporting paperwork and licencing for our sensors and systems is in place and effective. In addition, you will support business objectives and business growth throughout the lifecycle of each contract. You will also assist in the management of customers, suppliers, and partners through the building of appropriate and effective business relationships, and ensure internal team collaboration across the entire Company throughout all stages of operation. You will also be expected to provide input to bids for services including solution/costs to meet SLAs.

Key job requirements and responsibilities:

• Provide leadership and management of all teams that come under your responsibility.
• Act as the principal deputy to the Vice President of Operations during periods of leave and absence for operational reasons.
• Have a regular presence at our Sunny Side and Easter Park sites where your primary teams are based.
• Visit all managed services sites and customer locations as required: this could involve overseas travel.
• Help develop and document SOPs and ensure that all team members adhere to those SOPs.
• Oversee and measure the fulfilment of contractual obligations and end-to-end service delivery of managed services contracts.
• Liaise closely with the Business Development and Sales teams to ensure the smooth handover of new customers as they transition to full operational capability.
• Deliver contracted scope in full, on schedule, and ensure adherence to SLAs for each contract.
• Issue notices in accordance with contract (e.g. customer non-delivery of dependencies, delays, service credits, etc).
• Build and maintain long-term relationships with clients, partners and suppliers.
• Apply contractual change control for changes requested by customer or otherwise required.
• Manage third party suppliers’ performance (where used).
• Oversee health, safety, environmental, information security, export control and other regulatory compliance within contracts and ensure adherence within your scope.
• Maintain regular customer reporting and service review.
• Manage and review internal operational performance targets against agreed service standards and implement improvement plans when required.
• Provide the Vice President of Operations and wider Senior Leadership Team with information to enable strategic negotiation of contracts and ensure longevity of contracts.
• Notify the Business Development team of any new sales, upsells, or cross-selling opportunities.
• Establish clear goals, performance metrics, and career development plans for your teams.
• Support the recruitment, training, and retention of team members, ensuring the teams have the skills and resources needed to deliver on strategic objectives.

Qualifications / skills and experience:

• Demonstrable experience of operational services delivery in accordance with contracts.
• Experience working in scale-up technology businesses.
• Demonstrable experience in leading large multifaceted operational teams with a technology focus.
• Excellent business acumen.
• Experience in contract management including monitoring, risk management, impact mitigation and reporting.
• Clear ability to develop effective commercial/business relationships.
• Creative, with the ability to generate practical and innovative ideas, and a proactive, collaborative approach to problem-solving.
• Well-developed planning and organisational skills.
• Familiarity with export control desirable.
• Understanding of, and qualifications in, Health and Safety (NEBOSH etc) desirable. (we are happy to support successful candidates in obtaining relevant qualifications if required).

Diversity & inclusions

We are committed to creating a diverse, inclusive, and equitable workplace where everyone is respected, valued, and empowered to thrive. We believe that different perspectives and experiences enrich our organisation, and we welcome applications from all qualified individuals.

We are proud to be an equal opportunities employer. We do not discriminate based on age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation, in accordance with the Equality Act 2010.

We are also committed to supporting neurodiverse individuals and others who may benefit from tailored approaches to recruitment and workplace adjustments.

We are dedicated to ensuring fair and accessible recruitment processes. If you require any reasonable adjustments during the recruitment process or in the workplace, please let us know, and we will do our best to accommodate your needs.

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This job description is not exhaustive and will be subject to periodic review.  It may be amended to meet the changing needs of the business.