Operations Delivery Lead

Operations Delivery Lead
Contract: Government
Location: Stoke, ST1 5PZ
Hours of work: 40
Contract Type: Permanent

Our client, a leading provider of facilities services in the UK, is seeking an experienced Operations Delivery Lead to lead the operational support function for a Hard Services contract, with primary responsibility for reactive maintenance administration, supply chain management, and the billing process.

Job Description

In this role, you will ensure reactive work orders are managed effectively from receipt through to closure, supplier performance is monitored, and accurate billing information is maintained to support revenue recovery and contract performance.

Working closely with client representatives, operational teams, subcontractors, suppliers, and finance colleagues, you will provide operational leadership, drive process compliance, and deliver accurate management information to support decision-making.

The successful candidate will also lead the operational administration team and provide support across wider account activities where required, ensuring service excellence and continuous improvement.

Key Responsibilities

• Lead the reactive maintenance process, ensuring work orders are completed within contractual timescales.
• Monitor outstanding and overdue work orders, escalating risks and driving the reduction of backlogs.
• Manage subcontractor and supplier performance against agreed KPIs and service expectations.
• Lead supplier reviews and implement corrective actions where required.
• Oversee billing validation, ensuring completed works are accurately submitted.
• Support revenue recovery by resolving billing issues and managing unbilled works.
• Produce reports on operational performance, billing exceptions, and revenue risks.
• Lead, develop, and support the operational support team while maintaining strong stakeholder relationships.

Person Specification

• Experience managing a reactive maintenance, service delivery, or helpdesk function.
• Strong experience in supply chain and subcontractor management.
• Experience managing billing, revenue administration, or work order validation processes.
• Knowledge of finance processes and revenue recovery activities.
• FM Hard Services experience.
• Experience using CAFM systems such as Maximo, Tririga, Insight, or equivalent.
• Advanced Excel and reporting skills.
• Previous supervisory or management experience with responsibility for leading and developing teams.