Operations Director

Operations Director

Location: Office based

We are looking to appoint an exceptional Operations Director to lead the operational delivery of our Repairs, Voids and Planned Contracts.

Reporting directly to the Divisional Managing Director, you will act as the operational lead across multiple contracts, ensuring outstanding service delivery, operational excellence, customer satisfaction and commercial performance.

This is a senior leadership role responsible for developing high-performing Contract Managers and operational teams while ensuring the division consistently delivers against business objectives.

What Success Looks Like

Success in this role means leading a disciplined, accountable operation where every contract consistently delivers against KPIs, customer satisfaction targets, compliance requirements, and commercial objectives.

You will build strong operational leaders beneath you, create consistency across the division, drive continuous improvement and ensure clients have complete confidence in our ability to deliver.

Making a Difference

This is more than an operational leadership role. Social housing repairs and maintenance have a direct impact on the safety, wellbeing and quality of life of thousands of residents. We are looking for a leader who genuinely understands the importance of delivering a responsive, resident-focused service and who recognises that every repair represents someone's home, not just another job.

You will have a strong understanding of the regulatory environment, including Awaab's Law, the Tenant Satisfaction Measures (TSMs), and the Decent Homes Standard, using these as the foundation for operational decision-making and continuous improvement. You will be passionate about creating a culture that puts residents first, drives high-quality outcomes, ensures compliance, and delivers right-first-time repairs with pace and professionalism.

Success in this role will be measured not only by operational performance, productivity and financial results, but by your ability to build a service that residents can trust, colleagues are proud to deliver, and clients recognise as an example of excellence within the social housing sector.

You will deputise for the Divisional Managing Director where required and play a key role in developing the division as the business continues to grow.

Key Responsibilities

Lead the day-to-day operational performance across multiple contracts.

Provide leadership, coaching and accountability to Contract Managers, ensuring high standards of operational delivery.

Drive performance against KPIs, SLAs, customer satisfaction, productivity, and right-first-time measures.

Ensure effective operational planning, workforce utilisation, and resource deployment across all contracts.

Take accountability for the effective management and reduction of aged debt.

Drive operational initiatives that support the companies strategic growth objectives.

Monitor divisional performance through data, identifying trends, risks, and opportunities for improvement.

Work closely with Contract Managers to improve operational efficiency, customer experience, and commercial performance.

Take accountability for delivery of assigned contract margin through effective cost control, productivity improvements, and operational efficiencies.

Ensure full compliance with Health & Safety legislation, statutory requirements, company policies, and client contractual obligations.

Lead operational responses to significant service failures, complaints, disrepair cases, and business-critical issues.

Build strong relationships with clients, providing senior operational support and maintaining confidence in service delivery.

Promote a culture of accountability, ownership, continuous improvement, and operational excellence.

Develop succession plans and leadership capability across operational teams.

Drive consistency of process, governance, reporting, and operational standards across the division.

Work collaboratively with Commercial, Finance, Compliance, Fleet, HR, and Business Support teams to maximise operational performance.

Provide accurate operational reporting, forecasts, and performance updates to the Divisional Managing Director.

Deputise for the Divisional Managing Director as required.

About You

• Proven experience leading large operational teams within a fast-paced, customer-focused service environment (essential).
• Significant experience managing multiple operational contracts through senior managers or Contract Managers (essential).
• Strong understanding of KPI and SLA-driven service delivery.
• Commercially aware with experience improving profitability through operational performance.
• Proven ability to lead, coach, and develop senior operational managers.
• Experience managing large field-based workforces and office-based operational support teams.
• Strong understanding of Health & Safety, compliance, and operational governance.
• Excellent problem-solving and decision-making skills within high-pressure operational environments.
• Highly organised, resilient, and capable of managing multiple priorities simultaneously.
• Strong client relationship management and stakeholder engagement skills.
• Confident using operational performance data to drive improvements.
• Visible, hands-on leadership style with the ability to inspire high performance.

Qualifications

CMI Diploma or equivalent in Strategic Leadership & Management.

Membership of a relevant professional body.

Evidence of CPD

Experience

Leadership of £25m+ annual contract portfolios

Social housing repairs and maintenance (or relatable experience in a similar sector)

Reactive repairs.

Schedule of Rates (SOR) contracts.

Housing Association or Local Authority frameworks.

Multi-contract operational leadership.

Operational transformation and business change programmes.

About Gilmartins

Gilmartins is a family-owned business where people are valued and performance is recognised.

We empower our leaders to make decisions, take ownership and deliver results. This is not a heavily layered corporate environment. We believe in accountability, responsiveness, and giving our operational leaders the autonomy to improve performance while developing their people.

Operating within the social housing sector, we deliver reactive repairs and maintenance services to housing associations and local authorities across the UK. Our reputation has been built on operational excellence, customer service, and consistently delivering for our clients.

Our head office is based at Houghton Hall Park, Houghton Regis a modern, collaborative environment supporting a high-performing leadership team.

What We Offer

• Senior leadership opportunity within a growing business.
• Clear progression to Divisional Managing Director for exceptional performers.
• Competitive salary and performance-related bonus.
• Car allowance.
• 23 days plus bank holidays
• Employee Assistance Programme.
• Pension scheme.