The Operations Director is a senior leadership role responsible for the end-to-end operational performance of the business.
This includes service and maintenance delivery, installation and project execution, engineering resource management, subcontractor oversight, operational systems, compliance, and continuous improvement.
The role ensures that the company delivers high-quality, scalable, and commercially efficient operations across its portfolio of Retail Loss Prevention, Digital Signage, and Customer Analytics solutions.
Working closely with the Managing Director, Business Development Director, and Finance, the Operations Director converts company strategy into executable operational plans, builds high-performing teams, and ensures the business can scale while protecting margins, service quality, and reputation.
Key Responsibilities
Operational Leadership & Strategy
Lead and own the full operational function, including service, maintenance, installations, engineering resources, subcontractors, and operational support.
Define and execute the operational strategy aligned to business growth plans and commercial objectives.
Translate strategic objectives into clear operational plans, capacity models, and delivery frameworks.
Act as a senior leadership peer, contributing to executive decision-making and long-term planning.
Hold full accountability for the delivery of all service, maintenance, and installation activities.
Ensure all contractual SLAs, KPIs, and customer commitments are consistently met or exceeded.
Own escalation management for critical operational, technical, or customer issues.
Balance service performance with commercial efficiency, ensuring cost-effective delivery at scale.
Build, structure, and lead the operations organisation, including engineers, service leads, installers, and operational support roles.
Define clear roles, responsibilities, reporting lines, and performance expectations.
Lead recruitment, onboarding, performance management, and succession planning across operations.
Develop a strong performance culture focused on accountability, safety, quality, and continuous improvement.
Own key operational cost drivers, including labour, overtime, subcontractor spend, and service delivery efficiency.
Work closely with Finance on operational budgets, forecasting, and margin protection.
Provide operational input into pricing, tenders, and contract negotiations to ensure deliverability and profitability.
Drive improvements in engineer utilisation, productivity, and cost-to-serve.
Act as the senior operational contact for key customers and strategic accounts.
Lead operational performance reviews, escalation meetings, and service governance discussions.
Support Sales with operational insight for proposals, tenders, and renewals.
Build strong relationships with suppliers, subcontractors, and technology partners.
Planning, Systems & Process Ownership
Own operational systems, tools, and reporting frameworks, including service management platforms and dashboards.
Define, document, and standardise operational processes across service, maintenance, and installations.
Ensure accurate, timely, and meaningful operational reporting to senior leadership.
Drive adoption of technology, automation, and data-driven decision-making within operations.
Quality, Health & Safety & Compliance
Hold ultimate accountability for operational quality, health & safety performance, and regulatory compliance.
Ensure all works comply with company standards, manufacturer guidelines, and legal requirements.
Lead audit readiness, incident management, and operational risk mitigation.
Champion a strong safety-first culture across the business.
Identify operational inefficiencies, risks, and bottlenecks and implement corrective actions.
Lead continuous improvement initiatives to enhance service quality, reduce costs, and improve scalability.
Support business growth initiatives, including onboarding major contracts and integrating acquisitions.
Ensure operations are structured to support long-term, sustainable growth.
Required Skills & Experience
Proven senior operations leadership experience within a technical services environment.
Strong technical background with the ability to understand, challenge, and support engineering teams across installation, service, and maintenance activities.
Experience managing complex service and installation operations with defined SLAs and KPIs.
Strong commercial awareness including margin protection, cost control, and operational efficiency.
Excellent people leadership skills with experience building and managing high-performing teams.
Strong planning, organisational, and decision-making capabilities.
Excellent communication skills, including senior-level internal and external stakeholder engagement.
Our reference: SG709
Candidates must be eligible to work full time and long term in the location specified or currently hold a valid appropriate long term work Visa to apply.
PRC Recruitment and our clients are equal opportunity employers who seeks to recruit and appoint the best available person for a job regardless of marital / civil partnership status, sex (including pregnancy), age, religion, belief, race, nationality and ethnic or national origin, colour, sexual orientation or disability.
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