Head of Operations - Passive Fire

Job Purpose

To provide strategic and operational leadership across Mitie Fire & Security's Passive Fire division, driving the efficient and profitable delivery of passive fire projects – from minor remedial works through to major installations. The Passive Fire Operations Director will lead and develop a team of Contract Managers, ensuring best-in-class service delivery, regulatory compliance, customer satisfaction, and commercial performance across all contracts and accounts. This role is critical to embedding a high-performance culture within the passive fire function, championing operational excellence, and supporting the wider strategic objectives of Mitie Fire & Security.

Key Responsibilities & Accountabilities

Operational Leadership

Provide inspirational, day-to-day leadership of Contract Managers across the Passive Fire division, ensuring all teams deliver against agreed scope, programme, and quality standards.

Oversee the efficient scheduling and deployment of passive fire operatives, subcontractors, and resources to meet project demands and customer SLAs.

Monitor workflow, project progress, and engineer productivity – proactively identifying and resolving blockers, delays, or resource constraints.

Maintain oversight of stock control, materials procurement, and supply chain management across live and upcoming passive fire projects.

Contract & Commercial Management

Hold accountability for the financial performance of the passive fire portfolio, reviewing job margins, revenue, and profitability with the Service Director on a monthly basis.

Ensure all works are processed in line with invoicing workflows, with orders raised and invoices generated upon project completion without delay.

Support the commercial team in reviewing contract performance, identifying risks, and protecting Mitie's position on all passive fire accounts.

Review and manage operational KPIs and client SLAs, escalating exceptions and implementing corrective action plans as required.

Team Development & People Management

• Lead, coach, and develop Contract Managers, building a high-performing, accountable team aligned to Mitie values and behaviours.
• Conduct structured performance reviews and one-to-ones, identifying development needs and creating clear progression pathways.
• Champion a culture of quality, safety, and continuous improvement across all passive fire teams.
• Manage recruitment, succession planning, and resource capacity in line with operational demand and business growth targets.

Compliance & Technical Standards

• Maintain a thorough understanding of passive fire installation guidance, test sheet manufacture, and product specification standards.
• Ensure all works are delivered in accordance with third-party UKAS accreditation schemes including IFC, BM Trada, FIRAS, Bluesky, and LCPB.
• Ensure full audit readiness across all passive fire activities, maintaining documentation, quality records, and compliance evidence.
• Uphold Mitie's Health & Safety standards across all field operations, ensuring all teams operate within regulatory requirements and company policy.

Customer & Stakeholder Engagement

• Act as a senior point of escalation for key clients, representing Mitie at customer meetings, progress reviews, and site visits as required.
• Champion exceptional client communication, ensuring customers receive proactive updates on programme, specification changes, and any emerging issues.
• Build and maintain strong working relationships with clients, account managers, subcontractors, and internal teams to drive collaborative project delivery.
• Support the onboarding of new accounts and mobilisation of new passive fire contracts, ensuring seamless handovers and a strong first impression.

Reporting & Continuous Improvement

• Provide regular operational reporting to the Service Director covering project performance, financial health, compliance, and team productivity.
• Identify and drive process improvement initiatives across planning, scheduling, quality control, and customer experience.
• Monitor industry developments in passive fire protection and contribute to the evolution of Mitie's service offer and technical capability.

Essential Experience & Qualifications

• Demonstrable experience in a senior operational management role within the passive fire or fire protection sector.
• Proven track record managing Contract Managers or Operations Managers, with the ability to lead multi-site, multi-project teams effectively.
• Strong working knowledge of passive fire protection products, standards, and third-party accreditation schemes (IFC, BM Trada, FIRAS, LCPB, Bluesky).
• Commercial acumen with experience managing project margins, P&L accountability, and cost control in a field-based contracting environment.
• Excellent customer relationship management skills with experience engaging at client, account, and senior stakeholder level.
• Strong understanding of Health & Safety legislation and compliance requirements relevant to passive fire operations.

Key Competencies & Behaviours

• Self-motivated leader with energy, drive, and the ability to inspire teams to deliver outstanding results.
• Exceptional communicator – clear, confident, and credible with customers, engineers, subcontractors, and senior stakeholders.
• Highly organised with the ability to manage multiple priorities simultaneously across a national portfolio.
• Strong analytical mindset – comfortable interpreting MI data, project reports, and financial information to inform decision-making.
• Resilient under pressure and adaptable in a fast-paced, operationally demanding environment.
• Committed to continuous improvement, quality, and the highest professional standards.
• Collaborative and inclusive approach, aligned to Mitie's values of integrity, trust, and going the extra mile.
• Proficient in Microsoft Office (Excel, Word, PowerPoint) and field management/scheduling systems.