Head of Technical Field Operations

Responsibilities

• Be an inspirational leader and provide strategic direction and operational management to the Tactical Operations function.
• Lead and deliver an ambitious Site Adoption Strategy, ensuring the provision of high-quality, energy‑efficient charge points.
• Provide strategic improvements, guidance and leadership to enhance maintenance services, ensuring value for money, excellent customer services, high safety standards, and best practices.
• Drive outstanding performance and quality throughout tactical operations services, technology, and delivery functions.
• Ensure contractors operate in accordance with the company vision and values to deliver outstanding services.
• Implement plans for the effective adoption and installation of charge points in line with agreed budgets and timescales.
• Start up and lead the strategic development and operational management of the Tactical Operations Team.
• Ensure the tactical operations plan supports the Business Plan objectives.
• Develop, lead, and deliver operational improvements across maintenance and repairs to ensure KPIs are achieved.
• Ensure procurement of goods and services for the tactical operations function is carried out transparently and meets all guidance.
• Take responsibility for leadership in statutory compliance, network health, and site adoption.
• Provide support for strategic projects as directed by the Chief Network Operations Manager.
• Responsible for management frameworks and reporting to ensure oversight of tactical operations areas.
• Take responsibility for site adoption governance and processes, ensuring obligations to customers and stakeholders are met.
• Be accountable for supporting agreed Installation targets (KPI) and effectiveness of site Adoption.
• Lead on commissioning of all installed sockets closely with the delivery team.
• Implement processes and procedures for successful completion of tasks by the Tactical operations team.
• Collaborate with account management and delivery teams to improve customer satisfaction levels.
• Maintain procedures and policies covering operations and planning.
• Manage third-party suppliers’ services to drive continuous improvement.
• Promote a culture of innovation, collaboration, and flexibility.
• Ensure quality systems are in place and data is processed per policies.
• Support development of partnerships within operations function and wider business.
• Ensure performance management and succession planning is in place for the team.
• Identify and prioritize staff development and training needs.
• Ensure accurate management information is available covering all areas of the Asset Adoption Programme.
• Work with Heads of Department to ensure joined up service delivery.
• Play a central role in forward planning and strategy development.

Qualifications

• Degree qualified or significant experience within the EV sector
• Fully qualified electrician would be advantageous
• Significant experience of leading and delivering network improvements and site adoption services including third party suppliers, and transition into operational service
• Strong project management experience supported with sound general commercial and corporate experience. Prince2, APMP qualifications or working towards this would be advantageous.
• Experience and/or in a similar sector (including infrastructure or technology) would be beneficial but not required.
• Ability to have robust/difficult conversations with customers, third party suppliers and stakeholders
• Ability to select and manage third-party suppliers for the delivery of major components within projects
• Proven capability in leading a team and managing change with a track record in building a strong service network
• Guide and mentor junior and mid-level resources and oversee development projects undertaken by them
• Solutions oriented individual, proactive in providing pragmatic advice and innovative services delivery
• Record in developing long term partnerships with internal and external stakeholders
• Experience in understanding budgets and managing costs
• Must be eligible to work in the UK

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