Job Description
Head of Operations (At Need)
Senior Operational Leadership Multi-Site High-Volume Field Operations Sensitive Service Environment
65,000 to 75,000 plus benefits
North West / North / Midlands (evolving multi-site remit)
A Senior Operational Leadership Role Where Structure, Scale and Judgement Matter
This is a senior leadership opportunity within a high-growth, multi-site operation delivering a time-critical, field-based service at significant scale.
The environment is sensitive in nature. However, this is fundamentally a complex operational leadership role, requiring the ability to bring structure, pace and accountability to a high-volume, multi-stage service model delivered through dispersed teams.
The organisation is expanding rapidly, evolving from a regional operation into a broader national network. This role is central to ensuring that operational delivery remains consistent, controlled and scalable as that growth accelerates.
The role operates within a sensitive service environment; however, the primary requirement is for strong operational leadership. Emotional awareness and professionalism are essential, but a care-sector background is not required.
The Opportunity
You will take responsibility for operational delivery across an established Northern hub and play a key role in the mobilisation and integration of additional locations as the network expands.
The operation is not a simple transport or point-to-point model.
It involves multiple coordinated stages of activity, including:
Collection from a range of locations
Transfer between controlled and specialist environments
Managed onward movement through defined operational stages
Return and redeployment of resources
This creates a multi-leg, high-frequency logistics environment, requiring precise scheduling, real-time decision-making and strong leadership of field-based teams.
Alongside day-to-day operational delivery, you will be actively involved in supporting expansion - helping to build capability, integrate new sites and contribute to the development of a scalable operating model.
The role requires balancing day-to-day operational delivery with ongoing expansion activity, often requiring prioritisation between immediate service demands and longer-term development objectives.
This role also offers significant personal and career development opportunity within a high-growth organisation. As the operational footprint expands, there will be scope to broaden responsibility, shape the evolving structure and play a key role in the development of a national operating model.
Operational Scope
You will lead:
A dispersed, shift-based workforce operating across multiple locations
High-volume scheduling, dispatch and workforce deployment
Day-to-day operational performance across a multi-stage service model
Service recovery, escalation and real-time decision-making
Integration of new operational sites into an evolving structure
You will not directly own fleet or infrastructure strategy, but you will work closely with those functions to ensure operational alignment and readiness.
Operational decisions made within this role have a direct impact on customer experience at highly sensitive moments, requiring consistent judgement, professionalism and attention to detail.
The role involves leading and managing, motivating, developing, empowering and supporting a frontline team delivering a highly sensitive, customer-focused service. This must be achieved while maintaining operational efficiency and cost effectiveness within a high-volume, high-growth and evolving environment.
The Environment
This is a 24/7, time-critical operation, where activity levels fluctuate and priorities can change quickly.
The service involves entering private environments and operating within emotionally sensitive contexts. Professionalism, discretion and resilience are required at all times.
At the same time, the organisation operates with the pace and expectations of a high-growth environment. Performance, efficiency and accountability are critical.
Maintaining operational consistency is essential, as any service disruption has a disproportionate impact on customer trust and organisational reputation.
What This Role Requires
This is not a first-step leadership role.
It requires a senior operator who has led complex, field-based operations at scale, ideally within environments such as:
High-volume field service or engineering operations
Utilities, telecoms or infrastructure service delivery
Time-critical logistics or regulated transport environments
Home-based service delivery models with dispersed teams
Any operation involving multi-leg routing, scheduling and real-time coordination
Sector background is less important than:
Leadership of dispersed teams
Operational control in time-critical environments
Ability to manage complexity at scale
Comfort operating within ambiguity and growth
Candidates who have operated within high-growth, evolving organisations-where structure is still being built and refined-will be particularly well suited to this opportunity.
Experience of working as part of a broader growth or mobilisation programme-alongside functions such as logistics, infrastructure or site development-will be advantageous, particularly where new locations or operational capabilities have been established and scaled.
What You Will Be Responsible For
Leading multi-site operational teams, ensuring consistency, structure and accountability
Driving performance across scheduling, deployment and service delivery
Supporting the development of leadership capability across frontline teams
Managing operational risk and responding to real-time challenges
Maintaining service stability within a high-volume environment
Supporting the mobilisation and integration of new sites
Working cross-functionally to align operations with infrastructure, people and compliance functions
What Good Looks Like
Within the first 6-12 months, you will have:
Established clear operational control across existing sites
Built credibility with teams and stakeholders
Improved consistency of service delivery and performance
Strengthened leadership capability at site level
Supported the successful integration of new operational locations
Longer term, success will be defined by your ability to maintain performance while the organisation continues to scale.
The Profile
You will be:
A senior operational leader with experience of managing dispersed teams
Comfortable operating in high-volume, time-critical environments
Confident making decisions without full information
Able to balance operational delivery with ongoing change and growth
A visible, credible leader who sets standards and drives accountability
Resilient, pragmatic and composed under pressure
You do not need to come from a care or clinical background. However, you must be able to operate with professionalism and sensitivity in a service environment where the work carries emotional weight.
You will be a visible and credible leader who can take teams with you through change-providing direction, building capability and maintaining engagement without compromising service standards. You will combine operational discipline with a forward-looking, visionary approach, ensuring that growth, efficiency and service excellence are delivered in parallel.
Location
Multi-site responsibility initially across the North West, with scope expanding into the North and Midlands as the operational footprint continues to grow.
The role will require regular presence across operational locations.
Salary & Benefits
65,000 to 75,000 plus a comprehensive benefits package, including:
30 days' annual leave plus bank holidays
Pension
Life assurance
Private medical healthcare
Health cash plan
Wellbeing and lifestyle benefits
Business mileage and expenses reimbursed in line with company policy
The Reality
This is a demanding role within a business that is evolving.
It requires someone who is comfortable building structure where it does not yet fully exist, making decisions at pace and leading teams through change.
The market for candidates with experience of leading high-volume, multi-site operations at this level is competitive, and the organisation is committed to a clear and timely recruitment process to secure the right individual.
For the right individual, this represents an opportunity to grow with the organisation-taking on increased scope and responsibility as the business continues to expand and evolve.
In return, it offers the opportunity to play a key role in shaping a growing national operation.
How to Apply
To express interest, please apply via this advertisement.
All enquiries will be handled in the strictest confidence.
Reference: (phone number removed)