Operations Manager

Job Description - Operations Manager

For over 220 years, DMA Group has been supporting customers with the complexities of managing and maintaining buildings through our Hard and Soft FM, Integrated Managed Services, Construction Project Management and Energy & Sustainability solutions. Our customers include super-prime residences and developments, hotels & hospitality, schools & universities, public sector, commercial offices, industrial, health & social care, and retail.

The Role

To make sure every job DMA takes on is priced accurately, scheduled efficiently and delivered on time — whether by our own engineers or by service partners.

The role joins up the full job lifecycle: a quote is raised and won, Planning schedules it with our engineers, or Service Partner Management places it with a vetted partner. The Operations Manager sets the standards, manages performance and removes the blockers between these teams so customers get a consistent, compliant and profitable service.

Key Responsibilities

Everyone in our team is responsible for tasks that contribute to achieving our objectives.

Leadership and People

• Live our values and lead with a positive, motivational attitude.
• Line manage the Small Works Manager, Planning Manager and Service Partner Manager, coaching and developing them and setting clear objectives for each team.
• Run regular one-to-ones, team meetings and annual appraisals; manage absence, conduct and capability in line with company policy.
• Plan resourcing and cover so each team keeps service levels during peaks, holidays and absence.
• Build a joined-up culture where the three teams share information and solve problems together rather than passing work between silos.
• Identify training needs and support recruitment and onboarding of new team members.

Quotes

• Own the quoting process from request to customer approval, making sure quotes are accurate, competitive and issued within agreed turnaround times.
• Make sure quotes reflect correct labour rates, materials, partner costs and target margins, and are approved at the right authority level.
• Review and sign off higher-value or complex quotes.
• Track quote conversion, chase outstanding quotes and feed back on lost work to improve future pricing.
• Make sure accepted quotes pass cleanly to Planning or Service Partner Management with complete scope and information.

Planning

• Oversee scheduling of PPM, reactive and quoted jobs delivered by DMA's own engineers.
• Make sure reactive jobs are allocated in line with contractual priorities and SLA response times.
• Make sure PPM schedules are built and delivered in line with contract frequencies and statutory compliance requirements.
• Maximise engineer utilisation and productivity, cutting travel time, revisits and unplanned gaps in the plan.
• Manage job blockers (access, parts, approvals) and escalate risks to SLA or compliance early.
• Work with engineers and supervisors so the plan reflects skills, qualifications and site requirements.

Service Partner Management

• Oversee the selection, onboarding and approval of service partners, including accreditations, insurances, RAMS and competency checks.
• Make sure work placed with partners is allocated to the right partner at the right cost, with purchase orders raised correctly.
• Monitor partner performance against SLAs, quality, compliance and cost; hold regular performance reviews.
• Manage partner issues, escalations and corrective actions, and remove partners who do not meet standards.
• Build a resilient partner network with coverage across all regions and trades DMA needs.
• Make sure partner job completion paperwork and certificates are received promptly so work can be closed and invoiced.

Operational Performance and Compliance

• Produce and present regular performance reporting on quotes, planning and partner delivery to senior management and customers as required.
• Make sure all three teams use DMA's job management system correctly and keep data accurate and up to date.
• Drive continuous improvement in processes, systems and ways of working.
• Promote and uphold health and safety, quality and compliance standards across all activity.
• Support contract mobilisations, customer reviews and audits as needed.
• Manage operational costs within agreed budgets.

Personal Skills and Competencies

Experience

• 3+ years managing operational teams in facilities management, building maintenance or a similar field-service setting.
• Managing scheduling of PPM and reactive work against SLAs.
• Managing subcontractors or service partners, including compliance and performance
• Understanding of pricing, margins and job costing
• Working knowledge of building services (M&E, fabric) and statutory compliance (e.g. SFG20)
• Confident user of job management / CAFM systems and Microsoft 365, especially Excel

Qualifications

• GCSE Maths and English grades 4–9 (A–C) or equivalent.
• Trade or Technical background
• Degree-level qualification (e.g. business, management, or related field) or equivalent professional experience.
• Management or leadership training (desirable but not essential).

Skills and Behaviours

• Customer focused: understands the impact of every quote, schedule and partner visit on the customer.
• Accountable: owns outcomes, follows through and escalates early.
• Collaborative: breaks down silos between Quotes, Planning and Service Partner Management.
• Data-driven: uses KPIs and reporting to make decisions and drive improvement.
• Calm under pressure: prioritises well when reactive demand peaks.
• Safety first: never compromises on health, safety or compliance.

Schedule

We operate a hybrid working model whereby the Customer Experience Manager will work from home Monday and Friday and in our office Tuesday, Wednesday and Thursday. Our normal working hours are 8am - 4:30pm.

Remuneration and Benefits

We are happy to offer an attractive base salary, mobile phone, laptop and any necessary uniform. The Operations Manager will also benefit from 25 days annual leave (plus 8 public holidays), company pension, 'Smart Health' service.

Culture

As an equal opportunities employer, we champion an inclusive and diverse environment where everyone, regardless of their race, gender, age, religion, or sexual orientation, has equal opportunities to succeed. We are firm believers in the power of diversity, recognising that a variety of perspectives enriches our organisation.