UK&I Operations Manager

Position Summary

Reporting to the UK&I General Manager and with a dotted line report to the EMEA Operations Manager of JCI Retail Sensormatic Solutions, this role is responsible for driving revenue growth and ensuring customer satisfaction through exceptional service operations for regional customers. The role requires a continuous improvement mindset and a focus on operational excellence. The leader will be tasked with maintaining high service quality across the regional client base while meeting key operational performance targets.

The selected candidate will establish both short- and long-term goals to optimize efficiencies, reduce expenses, and maximize profitability. Building and maintaining strong relationships with regional business leaders will be crucial to implementing effective service models for each country in the region. Collaboration with other Regional Operations Managers will ensure a seamless, unified strategy while respecting country-specific nuances.

Key Responsibilities

1. Lead the development and execution of the service and support delivery strategy for the region's portfolio of products and solutions.
2. Determine the optimal resource strategy, including human capital and technology, ensuring cost-effective solutions and managing third-party providers.
3. Ensure the consistent adoption of standardized systems, tools, and processes for service implementation and support to minimize costs, prevent delays, and maintain customer satisfaction.
4. Oversee activities related to installing, supporting, and monitoring devices, managing data flows, and documenting business requirements.
5. Follow and support the direction of the EMEA PMO to enhance project management capabilities, ensuring implementation planning is aligned with RSS PMO policies.
6. Provide post-sales technical support in accordance with the EMEA GSD team’s guidelines.
7. Develop and manage an operations dashboard, generating reports to track trends and performance from implementation to support and service.
8. Continuously improve operations, reduce turnaround times, streamline processes, and deliver high-quality products, services, and customer experiences.
9. Collaborate with other regional managers to share best practices and optimize service delivery operations.
10. Represent the company in dealings with major customers, suppliers, government agencies, etc.

Core Competencies

The ideal candidate will possess strong leadership experience across IT, technology, services, and operations. Key capabilities include:

Thought Leadership

1. Strategic Thinking: Brings a broad, long-term perspective to issues and demonstrates sound business judgment.
2. Enterprise Mindset: Thinks holistically and drives aligned actions to benefit the entire organization.
3. Entrepreneurial Risk-Taking: Supports and encourages innovation and calculated risks.

Results Leadership

1. Customer Focus: Leverages insights to enhance customer satisfaction and responsiveness.
2. Change Leadership: Embraces and drives meaningful change.
3. Execution: Demonstrates discipline and determination to achieve sustained success.

People Leadership

1. Inspire & Influence: Engages and motivates others to commit to shared goals.
2. Collaborate Across Boundaries: Builds trust and teamwork across organizational lines.
3. Self-Leadership: Leads by example and remains focused on personal and professional growth.
4. Courage: Tackles difficult challenges with confidence, conviction, and humility.
5. Agility: Adapts and maintains a positive attitude amidst change and pressure.
6. Self-Direction: Actively seeks continuous learning and conveys clear values and priorities.

Qualifications

1. BA/BS degree in Business, Operations Management, IT, or a related field.
2. 15+ years of experience managing service environments.
3. Proven experience in building and executing regional service delivery models.
4. Strong judgment and ability to balance growth, retention, and service goals with operational capability.
5. Expertise in implementing scalable business processes and driving organization-wide improvements.
6. Regional experience with an ability to navigate diverse industries, cultures, and situations.
7. Experience supporting sales activities for new customer acquisition.

Location
Open to anywhere in the UK.

Travel
Expected travel: Approximately 30% on average, with collaboration tools preferred for remote engagement.