Service Operations Manager

What’s In It For You…

We believe in looking after our people, and it shows. When you join Ipsum, you’re not just taking a job, you’re starting a career with real support behind it.

• 24 days annual leave plus bank holidays
• Option to buy up to 5 additional holidays
• Group Personal Pension Plan
• Career development & progression with the opportunity to earn professional qualifications
• 24/7 access to a virtual GP and Mental health support & counselling services
• Cycle to Work scheme
• Discount club - supermarkets, phone bills, gyms & more!
• Life assurance cover
• Long service recognition
• Enhanced Maternity Pay
• Paid volunteering opportunities in your community

• Location:
  
  Wakefield
• Employment type:
  
  Full Time
• Working Hours:
  
  Monday to Friday

The Service Operations Manager is responsible for ensuring the safe, compliant, and efficient delivery of high‑quality service outcomes across Ipsum High Voltage (HV) Private Power Networks portfolio. This role leads field service teams, manages operational performance, and ensures customers receive reliable, technically excellent HV services that meet or exceed contractual, regulatory, and safety expectations. It is also pivotal in maintaining operational resilience, driving continuous improvement, and supporting the growth and reputation of Ipsum as a leading provider of HV network services.

Operational Leadership:

• Lead and coordinate day‑to‑day operations of HV service teams, including SAPs, engineers, and field technicians.
• Ensure adherence to HV network safety rules, switching protocols, and all relevant statutory and industry standards.
• Plan and allocate resources efficiently to meet service commitments, planned maintenance, fault response, and project support needs.
• Oversee incident response and restoration activities, ensuring fast, safe, and customer‑focused outcomes.

Service Delivery & Performance:

• Drive service excellence across HV maintenance, testing, inspection, and emergency response.
• Monitor KPIs such as SLA compliance, response times, availability performance, customer satisfaction, and first‑time fix rates.
• Ensure accurate job planning, scheduling, and reporting through Ipsum systems.
• Conduct regular service reviews, identifying opportunities to improve reliability and reduce unplanned outages.

Safety, Compliance & Quality:

• Champion a strong safety culture, ensuring all operations follow H&S legislation and internal safety management systems.
• Maintain compliance with HV authorisations, training, and competency frameworks for all team members.
• Lead or collaborate with investigations for near‑misses and incidents, ensuring root‑cause analysis and corrective actions are implemented.
• Ensure all work is delivered to quality standards, including BS standards and customer‑specific requirements.

Customer & Stakeholder Management:

• Act as the operational point of contact for key customers, building trust and ensuring service expectations are met.
• Provide technical and operational updates, reporting, and performance insights to customers and internal stakeholders.
• Manage escalations professionally and proactively, ensuring issues are resolved quickly and transparently.

People Leadership & Development:

• Lead, mentor, and support HV operational teams, ensuring high engagement, competency, and performance.
• Manage authorisations, training pathways, and succession planning for critical HV roles.
• Conduct performance reviews, coaching, and competency assessments.
• Promote collaboration, accountability, and a continuous improvement mindset.

Commercial & Financial Management:

• Support commercial teams with operational input for bids, proposals, and contract renewals.
• Manage operational budgets, cost control, and profitability for service activities.
• Ensure accurate time, materials, and cost capture to support invoicing and financial accuracy.
• Identify opportunities for service expansion, efficiency improvements, and value‑add offerings.

• HNC/HND or higher in Electrical Engineering (or equivalent experience).
• Senior Authorised Person (SAP) status or prior HV authorisation desirable.
• IOSH/NEBOSH or equivalent safety qualification…