Vacancies

The Role
The Technical Operations Manager will lead and manage the technical support, project engineering, software development and field engineering teams, ensuring customer satisfaction and operational excellence through high professional standards. This role involves working with the wider business and client base across the UK and internationally, maintaining a “customer-first” approach.

Team Leadership and Development:

• Develop engineers and supporting teams in mechanical and control software knowledge for access control and automation equipment.
• Conduct regular audits, performance reviews, and appraisals, while promoting a positive team culture and continuous improvement through SMART KPIs.
• Generate and monitor individual targets and objectives aligned to the overall goal of OLS.
• Promote a positive commercial focus to generate new business leads and be the technical lead during customer engagements mentoring the wider team.

Operational Management:

• Ensure all live projects are managed through the technical operations team and associated processes to deliver as near plug and play tested hardware and software ready for the field teams to install on customers sites.
• Develop, own and be accountable for all technical operations processes, reviewing, updating and approving as needed to meet business needs and exceed customer expectation.
• End-to-end responsibility for all aspects of project planning and solution delivery from receipt of customer purchase order to installation handover and completion sign off.
• Oversee engineering planning and work scheduling to ensure cost-effective and efficient operations that are monitored and reportable.
• Support and manage engineering workflows, including design, CAD drawings, and project statements of work (SOWs).
• Oversee project mobilisation and on-site presence during key phases.
• Manage subcontractors in line with OLS policies and procedures.
• Monitor departmental activities via the ERP/CRM system, ensuring accurate and timely completion of reports and documentation.
• Coordinate and manage software development activities and act as the interface between external and internal requirements for seamless implementation of API’s and subsequent integrations.
• Oversea daily sprint targets for software development creating weekly reports of results against planned activities ensuring targets are achieved.
• Monitor project management and engineering functions to ensure projects remain on cost, in time, within scope and are delivering against quality expectations, producing relevant reports outlining KPI’s and statistics.

Health & Safety and Compliance:

• Develop and approve Risk Assessments and Method Statements (RAMS) to meet OLS’s H&S obligations.
• Full responsibility and accountability for all quality processes including CAPA, complaints, customer delivery, supplier management, internal and external audits (this list in non-exhaustible).

Customer and Stakeholder Engagement:

• Ensure the technical operations team maintains a customer-focused mindset, promoting excellence and ensuring all work is chargeable.
• Maintain a professional appearance and manner at all times, consistent with client and company expectations to ensure that OLS is consistently promoted in a positive way.
• Promote a culture of best in class communication using appropriate tools and methods at all times.
• Monitor projects and partake in frequent customer updates to ensure projects remain on track and are fully aligned to agreed customer expectations.

Cost Management and Efficiency:

• Own and oversee all continual improvement initiatives against a clearly defined roadmap.
• Plan resources and training to ensure the team remains competent, efficient and working time is fully optimised for all filed activities.
• Ensure all department costs and project costs are monitored and reported outlining deviations and issues at the earliest opportunity.
• Use all measurables and KPI’s to deliver a continual improvement plan for technical operations.

The Person

• Gifted in talent management and ability to get the best from people.
• Analytical with ability to drive efficiency and continual improvement from measured results.
• Strong attention to detail and diligent management style.
• Excellent communication and relationship-building skills.
• Visible energy and enthusiasm.
• Proven and strong commercial acumen.
• Customer-focused with a drive to deliver top-tier service.
• Strong organisational and problem-solving abilities.
• Team player with a positive, pragmatic approach.
• Ability to meet deadlines and work calmly under pressure.
• Excellent people management skills and ability to mentor and encourage teams.

Qualifications and Skills

• Degree or equivalent in a relevant engineering discipline.
• Proficiency in ICT applications (Excel, Word, Outlook).
• Full UK Driving License.
• Strong electrical/mechanical fault-finding skills.
• Background in controls, electrical, electronic, and software systems.
• IOSH qualification.
• Excellent people management and leadership skills.
• Skilled in continual improvement tools and methodologies.

Desirable:

• Management qualification degree level or equivalent.
• Lean six sigma green belt or above.
• Extensive industry-specific experience
• Project management qualification (e.g., PRINCE2, PMP).
• Knowledge of security systems, access control, and cloud-based solutions.
• Integration and API development experience.

Experience

• Extensive experience in a similar management role.
• Robust knowledge or ERP and CRM systems.
• Experience of managing large complex field service teams.
• Proven ability to establish and maintain strong working relationships.
• In-depth project management experience with a problem-solving focus.
• Experience managing complex technical operations.
• Experience of managing a technical service desk.