Position: ROC Manager
Reporting to: ROC Director
Division: ROC
Employment Type: Permanent
Location: Bellshill (Glasgow)
learnd are seeking an experienced and driven ROC Manager to lead the operation and management of our 24/7 ROC, delivering remote services across a portfolio of over 2,000 customer buildings.
The ROC plays a critical role in delivering sustainable energy savings through the optimisation of Building Management Systems (BMS), regardless of system type. This is a leadership role that bridges technical engineering excellence with commercial growth, ensuring service innovation, operational efficiency, and exceptional customer satisfaction.
Key Responsibilities
- Take overall responsibility for the performance and delivery of all ROC services
- Ensure all internal and customer
SLAs/KPIs are consistently achieved - Define and manage performance metrics (e.g. fix rates, response times, energy savings)
- Conduct regular service reviews and continuous improvement initiatives
- Build strong relationships with customer stakeholders to enhance trust and retention
- Oversee onboarding of new customers/sites from project handover through to live service
- Lead, motivate, and develop a high-performing 24/7 engineering team
- Manage recruitment, resourcing, and shift planning to ensure full service coverage
- Collaborate with internal business functions to optimise service delivery
- Develop and implement Standard Operating Procedures (SOPs)
- Drive innovation in technology, systems, and service offerings
- Identify opportunities to scale and expand ROC services to grow revenue
- Deliver executive-level reports and analytics demonstrating service value
- Support business development through customer presentations and meetings
Key Skills & Experience
- Proven experience managing a 24/7 operational environment (e.g. service desk, NOC, helpdesk, or ROC)
- Strong leadership skills with the ability to inspire and motivate teams
- Excellent communication skills (both technical and commercial)
- Ability to build relationships and influence stakeholders at all levels
- Highly organised with strong project and service delivery capabilities
- Customer-focused mindset with a commitment to service excellence
- Ability to prioritise workload and make decisions under pressure
- Ambitious, proactive, and solutions-driven approach
- Experience in energy management, BMS, or building services (desirable)
What We Offer
- Competitive salary + benefits package
- Company vehicle (Electric or Hybrid)
- Pension scheme
- Private health insurance
- UK healthcare cash plan
- Death in service policy
- Enhanced sick pay
- Enhanced maternity, paternity, shared parental & adoption leave
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