Job Description

Operations Manager

Engineering SME

Newport

Up to £50,000 + Benefits

Role Overview

A specialist engineering services business in South Wales is looking for a new Operations Manager due an impending retirement. Serving a diverse client base ranging from SMEs to Blue Chip organisations—our client provides essential recovery,  maintenance and installation services.

The Operations Manager will head up a fast-paced Service Desk, ensuring the seamless delivery of national maintenance contracts and technical support. This is a pivotal leadership role reporting directly to the Managing Director, responsible for the efficiency, quality, and technical excellence of the service department.

Key Responsibilities

• Team Leadership: Lead and manage a regional team of service engineers, overseeing recruitment, training, performance reviews, and holiday/absence management.

• Service Coordination: Oversee the busy Service Desk to ensure customer callouts and service requests are handled with urgency and precision.

• Workflow Management: Master the Joblogic software suite to log calls, issue tasks to engineers, and monitor real-time progress through allocation, attendance, and job completion.

• Resource & Asset Management: Manage vehicle fleet logistics and oversee the procurement of plant equipment, subcontractors, and workshop spares.

• Financial Administration: Direct purchase orders for equipment and spares; accurately price up works for invoicing and maintain a close liaison with the accounts department.

• Operational Reporting: Provide regular status updates and strategic insights directly to the Managing Director and broader management team.

Candidate Requirements

• Proven Experience: Demonstrated success in managing a service department, call desk, or engineering team within a technical or industrial environment.

• Technical Literacy: A strong logical and structured approach to office-based administrative processes and data management.

• Software Proficiency: Highly competent in Microsoft Office (specifically Word and Excel); experience with Joblogic or similar Service Management Software is highly desirable.

• Industry Knowledge: Solid technical understanding to provide credible backup and guidance to both customers and field engineers.

• Leadership Traits: A high-integrity work ethic with the ability to manage multiple priorities in a high-pressure environment.

• Mobility: Primarily office-based in Newport, but comfortable with occasional travel for site visits or field-based oversight.

This opportunity would suit experienced operations or service desk specialist with experience working in a similar field, for example the engineering or manufacturing sectors.

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