Operations Manager

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Overview

CCR is seeking a dynamic and experienced Operations Manager UK&I to lead and drive the Project Department and the Service & Aftermarket operations in UK&I. This strategic and operational leadership role is responsible for ensuring the execution of end-to-end field operations, achieving departmental KPIs, and delivering excellence in customer satisfaction and operational performance. A key focus will also be the development of a new Technical Support Team.

Responsibilities

Project & Service Operations

• Ensure seamless delivery of projects - from planning and execution to commissioning and client handover.
• Drive continuous improvement in service delivery and aftermarket support to maximize uptime and customer loyalty.
• Establish standardized operating procedures and ensure consistent application across regions.
• Monitor and report on performance metrics (KPIs), taking corrective actions as needed.

Technical Support Team Development

• Establish and scale new local Technical Support Team in the UK&I
• Define team structure, recruitment plans, and operational processes.
• Provide training, tools, and resources to ensure teams are equipped for effective support delivery.
• Create a roadmap for expansion and integration with global support operations.

Stakeholder & Customer Engagement

• Act as the key point of contact for major clients in relation to project execution and post-sales support.
• Collaborate with Sales, Engineering, and Product Management to align field operations with customer needs.
• Drive customer satisfaction and retention through proactive service and strong relationship management.

Key Performance Indicators (KPIs):

• On-time delivery of projects (%)
• Service response time and resolution rate
• Team performance and productivity metrics
• Budget adherence and cost efficiency
• Employee engagement and retention within the department

Qualifications

• Proven experience in leading Project & Service Operations and delivering turnkey projects
• Technical background combined with solid leadership experience
• Successful track record in building and scaling Technical Support Teams, ideally in the UK
• Experience integrating with global support operations
• Strong stakeholder management and client relationship skills
• Ability to collaborate effectively with Sales, Engineering, and Product Management
• Focused on customer satisfaction and service excellence
• Demonstrated ability to manage team performance, budget adherence, and operational efficiency
• Strong leadership, communication, and organizational abilities