Service Director – Operations

As Service Director Operations, you will provide system leadership across operational property, maintenance, and facilities services, ensuring a focus on compliance, performance, customer and tenant experience, and value for money. Your role will support residents, frontline services and communities across Gateshead.

Responsibilities

• Provide strategic and operational leadership across all repairs, maintenance, building safety and operational services functions
• Lead delivery of responsive and emergency repairs, planned and cyclical maintenance, void works, major works and adaptations across the Council’s housing stock
• Act as the Council’s Accountable Person for building safety, ensuring full compliance with statutory and regulatory requirements
• Provide leadership for building compliance across fire, gas, electrical, asbestos, legionella, mechanical safety and damp and mould
• Lead the Council’s facilities management services across non-domestic buildings, including security, CCTV, cleaning, caretaking and building services
• Oversee operational services to schools and external customers, including building maintenance, catering, cleaning and wider traded services
• Lead the Council’s stores and logistics function, ensuring effective supply chain management across services
• Provide strategic oversight of customer liaison and works scheduling functions to ensure efficient and responsive service delivery
• Drive income generation and commercial growth, including responsibility for operational trading accounts and service income
• Ensure strong tenant, customer and partner engagement, with clear evidence of customer and tenant voice influencing service delivery and improvement
• Lead performance management, service improvement and data-driven decision-making across all operational services
• Ensure robust governance, risk management and compliance across all areas of responsibility
• Manage significant budgets, trading accounts and capital programmes, ensuring value for money and delivery of financial targets
• Work collaboratively with the Service Director Housing to support a viable Housing Revenue Account and long‑term asset planning
• Provide strategic advice and leadership to Elected Members, senior officers, partners and regulators
• Represent the Council at local, regional and national level where required
• Lead, develop and motivate large, diverse teams, ensuring high performance and strong engagement
• Contribute to the strategic leadership of the wider Group and deputise for the Strategic Director where required
• Act as a member of the Council’s Emergency Response Team during major incidents

Qualifications

• A degree-level qualification or substantial relevant experience demonstrating the ability to operate effectively at Service Director level
• Significant senior leadership experience leading large, complex operational, property, maintenance or facilities services within a similar environment
• Strong technical knowledge of building safety, compliance, asset management and relevant regulatory frameworks
• Proven ability to lead high‑performing services, manage risk and deliver high‑quality, compliant and customer‑focused outcomes
• Strong financial and commercial leadership, including management of budgets, capital programmes, trading accounts and value‑for‑money delivery
• Experience of procurement, commissioning, contract management and partnership working with a range of stakeholders including Members, schools, regulators and external partners
• Relevant professional or technical expertise in building safety, compliance or asset management (for example NEBOSH, IOSH, CIOB or RICS) and a Level 5 housing qualification (or willingness to work towards both within agreed timescales), alongside a commitment to ongoing professional development

Benefits

• Competitive salary: we offer fair and transparent pay that reflects your skills and experience.
• Outstanding Pension Scheme: we don’t just offer a great salary we invest in your future too. Find out what benefits a Local Government Pension provides: https://twpf.info
• Generous annual leave: enjoy 28 days of annual leave, rising to 32 days after 5 years (2 of which can be fixed by the Council), plus the option to buy up to 10 extra days.
• Hybrid & flexible working: we support a healthy work‑life balance with flexible and hybrid working options.
• Learning & development: access a wide range of training, development and progression opportunities to help you grow your career.
• Health & wellbeing support: from discounted gym memberships through our partner GLL to mental health resources, we care about your wellbeing.
• Cycle to work scheme: save money and stay active with our tax‑efficient cycle to work programme.
• Electric & hybrid car scheme: get behind the wheel of a brand‑new electric or hybrid vehicle through our salary‑sacrifice car scheme in partnership with NHS Fleet Solutions, a cost‑effective, environmentally friendly way to drive (after 12 months service).
• Exclusive discounts & salary sacrifice: through our VIVUP employee benefits platform, enjoy discounts on shopping, travel, and services plus salary‑sacrifice options on white goods, electronics, and more, helping you spread the cost of essential purchases (after 6 months service).

Equal Opportunities

We are an equal opportunities employer and aim to have a culture and a workplace where our people feel a sense of belonging, are respected and empowered to do their best work. We know that we deliver better services when our workforce reflects the full range of backgrounds and experiences in the society we serve. We welcome applications from suitably qualified people from all sections of the community, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation.

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