Operations and Quality Manager

The Operations and Quality Manager is responsible for assuring the quality, compliance and performance of supplier-delivered Planned Preventative Maintenance (PPM) and Reactive Maintenance services across the Cornerstone estate. The role drives operational excellence through supplier governance, auditing, performance management, compliance oversight and continuous improvement activities

SCOPEManage the governance, quality assurance and operational oversight of supplier-delivered maintenance activities across the Cornerstone estate, ensuring services are delivered in line with contractual obligations, statutory requirements and agreed service levels.

Monitor supplier performance through regular reporting, auditing, KPI review and service governance processes, maintaining accurate records and management information to support operational decision-making.

Work closely with internal operational teams, shareholders, service partners and suppliers to ensure delivery standards are maintained, risks are effectively managed and service performance continuously improves.

Support the identification and resolution of service issues, defects, remedial works and compliance concerns through effective stakeholder engagement, escalation management and structured governance activities.

Conduct site audits and assurance activities where required to validate service quality, compliance standards and supplier performance across the estate
DELIVERYDeliver robust supplier governance and quality assurance processes that ensure maintenance services are completed safely, compliantly and within agreed service levels.

Accountable for monitoring and reporting supplier performance against contractual KPIs, identifying trends, risks and improvement opportunities through analysis of operational and compliance data.

Drive continuous improvement initiatives by identifying recurring issues, implementing corrective actions and supporting suppliers in achieving improved service outcomes and operational efficiency.

Manage and escalate risks, issues and dependencies impacting maintenance delivery, ensuring appropriate mitigation plans are agreed and implemented with suppliers and stakeholders.

Provide clear and accurate performance reporting and governance updates to senior leadership, operational teams and shareholders, supporting informed decision-making and operational transparency.

Success in the role is measured through achievement of service performance targets, supplier compliance levels, audit outcomes, quality standards, risk management effectiveness and the successful delivery of continuous improvement initiatives.
ROLE EXPERTISEStrong understanding of supplier governance, quality assurance, operational performance management and compliance within a complex operational environment.

Ability to analyse operational data, identify trends and insights, and translate findings into measurable performance improvements.

Experienced in managing supplier relationships, facilitating governance forums and engaging with stakeholders at all levels, including senior leadership and external partners.

Strong risk management, problem-solving and decision-making skills with the ability to operate independently while balancing multiple priorities in a fast-paced environment.

Knowledge of maintenance operations, telecoms infrastructure, site delivery or asset management environments would be advantageous.

Capable of influencing stakeholders, challenging supplier performance constructively and driving accountability for service delivery outcomes.

Experience conducting audits, managing corrective actions and ensuring compliance with contractual, regulatory and operational requirements.

KNOWLEDGE, SKILLS AND EXPERIANCE
•Significant experience in supplier management, operational governance, quality assurance, service delivery or performance management within a complex operational environment.
•Experience monitoring and managing supplier performance against contractual KPIs and service level agreements.
•Proven ability to conduct audits, analyse data and produce meaningful performance reporting.
•Strong stakeholder management skills with the ability to influence, challenge and build effective working relationships across multiple functions and organisations.
•Experience identifying and managing risks, issues and dependencies to drive operational outcomes.
•Strong analytical capability with intermediate to advanced Excel skills.
•Excellent communication, presentation and problem-solving skills.
•Experience working within maintenance, infrastructure, telecoms, utilities or similar operational environments.