Head of Operations - Frameworks & Partnerships

Who We Are Fixatex Ltd is a family-run electrical services provider built on trust, teamwork, and technical excellence. Established in 2000, we have proudly supported clients across London and the Southeast for over two decades. Operating from our head office, warehouse, and purpose-built training centre in Hertford, we deliver high-quality electrical services while continuously developing and supporting our people. The Role The Head of Operations holds end-to-end operational, commercial, technical and compliance accountability for all Fixatex’s contracts outside one significantly sized client – approximately £5m–£10m of annual revenue spread across multiple clients, work streams and project types. The portfolio is anchored by two priority G15 housing association clients – L&Q (London & Quadrant) and NHG (Notting Hill Genesis) – and is complemented by a long tail of ad-hoc and standing accounts in social housing, property management and building-contractor markets. Scope spans all four Fixatex disciplines: fire safety equipment, security, electrical maintenance, compliance and small project / installation works. Reporting to the Chief Operating Officer as the direct peer to the Head of Operations – Peabody Housing Trust, the post-holder leads a multi-disciplinary department – 5 Contract Managers (typically aligned by work stream, with account responsibility for the priority clients) and their respective Supervisors, Administrators and Engineers – and is accountable for KPI performance, statutory compliance, P&L delivery and client retention across the portfolio. Responsibilities Own end-to-end operational, commercial and compliance delivery of Fixatex’s Rest of Business portfolio (c. £5m–£10m p.a.) across all four work streams: fire safety equipment, security, electrical compliance and small project / installation works. Act as Fixatex’s senior point of contact for the two key clients, L&Q (London & Quadrant) and NHG (Notting Hill Genesis), with personal accountability for the client relationship, account growth, satisfaction and contract retention. Lead, coach and develop a department – 5 Contract Managers (each predominantly aligned to a work stream, with account responsibility for the priority clients) and their respective Supervisors, Administrators and Engineers. Manage the long tail of smaller ad-hoc and standing accounts (property managers, building contractors and smaller housing providers), ensuring responsiveness, profitability and a consistent quality of service across the portfolio. Direct line and people management of Contract Managers, Qualified Supervisors, Administrators, Site Supervisors, Engineers and Improvers. Following the People Manager guide to ensure that you build ahigh-performance team, create an accountable and values driven culture, and nurture the growth and development of team members. Own the Rest of Business P&L with support from the Finance Function, including annual budget setting, monthly forecasting, work-in-progress, WIP-to-cash conversion, GP% by client and by work stream, sub-contractor spend and overhead control. Direct the planning and scheduling of PPM programmes, reactive works and project / installation programmes across all four disciplines, balancing capacity, skills mix and client priorities. Ensure 100% statutory compliance across the portfolio against the applicable standards and regulations, including company policies and procedures. Discharge supplier-side Principal Contractor duties under CDM 2015 for all Fixatex-led and sub-contracted activity in the portfolio, including Project / Construction Phase Plans for installation works, RAMS sign-off and RIDDOR reporting within one Working Day. Govern any sub-contractors used to flex capacity – pre-qualification, back-to-back contracting that flows down client obligations, monthly performance reviews and audit of sub-contracted activity, where authorised by company Directors. Drive project / installation work governance – tender review, scope and price assurance, programme management, change-control, snagging and final-account close-out. Lead the new-business and renewal cycle across the portfolio, working with Business Development on bid input, pricing and mobilisation of new contracts. Provide monthly portfolio reporting to the COO, including KPI / SLA performance by client, P&L vs budget, pipeline, risks and remedial actions. Work as the direct peer to the Head of Operations – Peabody Housing Trust, sharing best practice, resource and out-of-hours cover where commercially appropriate, and ensuring a consistent Fixatex operating model across the whole business. Qualifications Required: Proven, multi-disciplinary contract management experience covering fire safety, security and electrical compliance, ideally with project / installation work alongside maintenance and PPM. Required: Demonstrable experience managing a multi-client portfolio – preferably including G15 / housing association clients, commercial property / managing-agent clients and contractor / B2B clients – with personal accountability for account retention and growth. Required: Strong commercial acumen with a track record of P&L ownership on portfolios of c. £5m+ annual turnover, including monthly forecasting, GP% management, WIP and overhead control. Required: Experience leading multi-disciplinary teams of 20+ (Contract Managers, Supervisors, Administrators, Engineers), with evidence of people development, performance management and retention. Preferred: Working knowledge of SFG20, BS 7671, BS 5839, BS 5266, the Regulatory Reform (Fire Safety) Order 2005, CDM 2015 and the Building Safety Act 2022 regime for higher-risk residential buildings. Preferred: SMSTS and IOSH Managing Safely (or NEBOSH General / Construction Certificate); working knowledge of CDM 2015 Principal Contractor duties. Preferred: Established personal network across London and Southeast housing associations. Preferred: Experience mobilising new contracts and managing sub-contractors under back-to-back agreements. Key Performance Indicators/Accountabilities Portfolio KPI / SLA compliance – meet or exceed each client’s contractual response, completion and certificate-turnaround targets every month; no rolling-quarter breach of any priority-client SLA. Client retention & satisfaction – 100% retention of the L&Q and NHG accounts and meet or exceed agreed client-satisfaction targets across the priority and long-tail portfolio. Rest of Business P&L – deliver revenue and gross margin within ±2% of agreed annual budget; achieve target GP% by client and by work stream; protect WIP-to-cash conversion within agreed days. Account growth – grow priority-client revenue (L&Q + NHG) year-on-year in line with the business plan; deliver a defined number of new wins / extensions from the long-tail portfolio each year. Statutory & H&S compliance – zero RIDDOR-reportable incidents across the portfolio, 100% pass rate on internal and client compliance audits, and 100% of statutory certificates issued in PDF within agreed contractual SLAs. Legislative & regulatory compliance – ensure full compliance with all applicable statutory obligations, including Electrical Safety Standards Regulations, Building Safety requirements, Awaab’s Law obligations and client-mandated compliance procedures. Project / installation delivery – 95%+ of project works completed on time, on budget and with zero defects at handover. Team performance & retention – voluntary attrition in the Rest of Business team below 12% per annum; 100% of operatives holding valid DBS, scope-appropriate accreditations and current competency records and efficient 1:1’s, Performance Review skills. What We Offer At Fixatex, we believe great work deserves great rewards. You can expect: Competitive salary based on experience Private healthcare contribution and life assurance Discretionary bonus Car allowance 25 days annual leave plus bank holidays Supportive sick pay and wellbeing policies Test equipment and PPE provided Ongoing training and development in our purpose-built training centre A genuine team environment where everyone’s input matters A supportive workplace that recognises the need for flexibility Regular team events and celebrations £1000 employee referral scheme Our Values We’re proud of the culture we’ve built and are looking for people who live by our values: Care like it’s family Ownership at every level One team with integrity Keep raising the bar We are committed to ensuring our recruitment practices promote equal opportunities, embrace diversity, and prevent discrimination. Candidates are assessed fairly and consistently against the skills, experience, and competencies required for each role, ensuring that all appointments are made on merit. Beyond recruitment, we maintain an ongoing commitment to building a diverse workforce and fostering an inclusive working environment for all. We strive to create a culture where everyone feels respected and supported, can contribute fully, and is encouraged to reach their full potential.