Operations Lead

Svitzer Marine

Svitzer is a Nasdaq Copenhagen-listed global leader in towage and marine services. Since 1833, we have played a key role in port and terminal operations, ensuring the safe and efficient movement of large seaborne vessels. With a fleet of over 450 vessels, we provide crucial support to more than 2,000 customers across 140 ports and 40 terminals in 37 countries. Our services form a vital part of global port infrastructure.

At Svitzer, you’ll find an international, inclusive community that values ambition and professionalism within a supportive and collaborative culture. Our flat organizational structure fosters open communication and teamwork, and we actively encourage flexible working arrangements, to help balance personal well-being with professional productivity.

Join a workplace where curiosity is encouraged, learning is celebrated, and together, we strive to achieve remarkable results.

Are you ready to embark on an exciting career with a global leader in the maritime industry?

Operations Lead:

Location: Middlesbrough (Office based)

Job Type: Full-Time, Permanent

Working Hours: 37.5 hours pw, Mon-Fri

We are seeking a highly motivated and experienced Operations Lead to join our UK Customer Support Centre team. In this key leadership position, you will be responsible for managing the day-to-day operations of the team to ensure seamless execution of standard operating procedures, efficient service delivery, and excellent customer service. As the point of contact for internal and external stakeholders, you will play a crucial role in overseeing operational performance, incident response, and the effective management of personnel resources.

You will work closely with the Head of Crewing and Customer Operations, alongside a talented team, to deliver safety, compliance, and performance excellence in all aspects of our operations.

General Area of Responsibility

Manages the day-to-day activities of the UK Customer Support Centre Operations team to enable smooth planning and execution of the standard operating procedures. The Operations Lead will supervise the team to ensure efficient service delivery, including accurate invoicing of clients, and incident response. You will support, manage and develop your direct reports; Customer Operations Planners and Senior Customer Operations Planners.

Performance related plans will be managed alongside the Operations Training and Development Coordinator.

This key role will be the point of contact for communications with internal and external stakeholders, acting as an escalation point of contact from the port we operate in. Ultimately, you will ensure a seamless and efficient operation,

supporting the Head of Crewing and Customer Operations, in delivery of excellent customer service, with safety and compliance embedded in the culture.

Specific Area’s of Responsibility:

• Identify development opportunities where possible for team members
• Supervise and develop colleagues to meet performance and service targets
• Manage performance including the annual appraisal process
• Manage Absence supported by People and Culture
• Maintain good working relationships with internal and external stakeholders
• Undertake any other reasonable duties as requested by Head of Crewing and Operations, and provide support to the department when required to ensure seamless operational continuity.

This opportunity would suit someone with experience in working in a fast paced environment.

Skills/Experience:

• 3 years plus experience in an operational leadership role, with specific focus on service delivery
• Strong people management skills with a focus on team development and performance.
• Ability to communicate at all levels, both verbal and written.
• Demonstrated capability to lead a large team through a transformative journey
• A track record of successfully driving operational excellence through a change management process.
• Ability to manage multiple priorities and make quick, effective decisions in a fast-paced environment.
• Strong knowledge of resource planning and operational best practices.
• Proficiency in using operational systems and identifying solutions to operational challenges.
• Exceptional stakeholder management skills
• Strong attention to detail and commitment to safety, compliance, and quality standards.
• Ability to work under pressure, manage critical incidents effectively with a focus on problem-solving skills and decision-making