Head of Technical Field Operations

Purpose Of Role:

To be an inspirational leader and provide strategic direction and operational management to the Tactical Operations function.

You will lead and deliver our ambitious Site Adoption Strategy, ensuring the provision of high quality, energy efficient charge

points.

You will be responsible for strategic improvements, guidance and leadership to enhance proactive and reactive maintenance

services, ensuring value for money, excellent customer services, high safety standards and best practice as well as supporting

in Product Development.

You will drive outstanding performance and quality throughout our tactical operations services, technology and delivery

functions, and seek to enhance existing and develop new partnerships which will be of benefit to the Company’s Strategic

Objectives. You will ensure our contractors operate in accordance with our vision and core values and deliver outstanding

services to customers.

Key Responsibilities:

• Implement plan to for the effective adoption and installation of charge points in line with agreed budgets and

appropriate timescales.

• Start up and lead the strategic development and operational management of the Tactical Operations Team ensuring

delivery of quality property maintenance and repair services that demonstrate value for money and provide

excellent customer service.

• Ensure the Company’s tactical operations plan is robust, fit for purpose and supports the Business Plan objectives.

• Develop, lead, and deliver operational improvements across responsive, planned, cyclical maintenance and fault

repairs to ensure KPIs and business objectives are achieved and network health is continuously monitored and

improved.

• Ensure procurement of goods and services relative to the tactical operations function is carried out in an open,

transparent and accountable manner, meets all legislative and good practice guidance and delivers value for money.

• Take specific responsibility for the leadership of the tactical operations team, business planning and service delivery

in the following areas:

o Statutory Compliance

o Network Health and feedback to Product Development

o Site adoption

· Provide advice and assistance to support the effective delivery of strategic projects as determined and directed by

the Chief Network Operations Manager.

· Responsible for the management of a robust framework of governance. Supported by regular reporting to ensure SLT

oversight of all areas of Tactical operations including but not limited to statutory compliance, budget and health &

safety.

· Take responsibility for all aspects of site adoption governance and process, ensuring the business meets its

obligations to its customers, the various Regulators and Local Authorities, and all other stakeholders.

· To be accountable for supporting agreed Installation targets (KPI) and for the effectiveness and efficiency of site

Adoption and Commissioning.

· Lead on the effective commissioning of all installed sockets working closely with the delivery team, providing

expertise and guidance to ensure all sockets are commissioned within agreed timescales

· Responsibility for implementing processes and procedures for the successful completion of all tasks required of the

Tactical operations team.

· Collaborate with account management, delivery and product teams in service delivery to continuously improve customer satisfaction levels.

· Ensure relevant statutory compliance and other obligations are adequately maintained to a high level. · Ensure own continuous personal development and knowledge is up to date in line with regulatory standards and professional bodies.

• Develop and maintain procedures and policies covering all aspects of how the team operates and how work is planned and delivered.

• Oversea and manage third party supplier services, looking at issues such as work allocation, performance and customer feedback all in a way to drive continuous improvement.

• Promote a culture of pro-activity, innovation, transparency, collaboration and flexibility in all aspects of the work.

• Ensure that all the appropriate quality systems are in place for the work of the team. Ensure data is accurately recorded and processed in line with policy and procedures

• Promote and support the development of partnership and integration within the Operations function and the wider business.

• Ensure that appropriate performance management and succession planning is in place for team.

• Identify and prioritise the development and training needs for staff and agree PDPs, appraisal and training plans as necessary.

• Ensure that there is appropriate and accurate management information available to all those who need it, covering all areas within the remit of the Asset Adoption Programme.

• Work with other Heads of Department to ensure that services are delivered in a joined up manner.

• Play a central role, in conjunction with the Chief Network Operations Officer and other Heads of Department within the Business, in forward planning and strategy development for the function as a whole.

• Maintain an excellent working knowledge of Health & Safety at work legislation, associated regulations and standards particularly in relation to customer safety aspects including electrical safety and fire safety.