Operational Solutions Manager

Equans is recruiting for an Operational Solutions Manager on the HMCTS contract. The role is Home based but will involve regular travel to London. This is a permanent full-time role working 37.5 hours per week. On offer is a competitive salary, company vehicle or allowance, bonus and in addition you will receive an excellent benefits package.

This role is pivotal in supporting the business development team with bid activity, leading client engagement on our HMCTS contract, preparing for re-procurement, and driving customer experience improvement initiatives. The Operations Manager will build strong senior client relationships, focus on contract retention, and implement continuous service improvement—directly impacting contract growth and renewal success. 
 

What will you deliver?

• Lead the operational interface for bid and tender activity, collaborating across business development workstreams.
• Manage a dedicated team delivering customer service improvement projects.
• Partner with clients to build trust, align on data and service insights, and influence future contract structure and retention strategy.
• Act as operational lead for customer experience improvement programmes: develop clear roadmaps and actionable plans.
• Systematically analyse customer feedback, complaints, and service delivery data to pinpoint and address key improvement areas.
• Co-design enhanced customer interactions, communication processes, and touchpoints with clients.
• Train and coach staff in customer-centric behaviours and best practice service standards.
• Track, measure, and report on service improvements and performance changes.
• Provide operational expertise for new business opportunities, including participation in bid meetings and solution workshops.
• Identify opportunities for added services and operational efficiencies.
• Build senior-level client relationships and represent Equans effectively.
• Compile and present performance outcomes, innovations, risk analyses, competitor insights, and case studies.
• Engage internal teams early to develop contract retention strategies and materials.
• Support commercial proposal and cost model preparation.
• Ensure operational team leadership, promoting strong safety culture, competency, and ongoing training.

What can we offer you?

On offer is a competitive salary, company vehicle or allowance, bonus, and benefits package, which includes;

• 25 days annual leave (+ public holidays)
• Life Cover equivalent to 3 times annual salary
• Private Healthcare
• Employee discount shopping schemes on major brands and retailers
• Gym membership discounts 
• Cycle to work scheme 
• Holiday purchase scheme
• 2 corporate social responsibility days per year
• Broad range of learning opportunities, such as professional qualifications, collective/individual training, and personalized support programmes
• Attractive Employee Referral Rewards Scheme
• Access to our growing employee networks
• 24/7 Employee Assistance Program and access to mental wellbeing app

 
Who are we looking for?

• Experience in FM operations management.
• Understanding of FM compliance and service delivery.
• Experience leading customer experience programmes.
• Ability to support bids and business development.
• Excellent stakeholder engagement.
• Strong commercial awareness.
• Leadership capability.
• Due to the nature of the contract, successful post holder will be required to obtain and maintain security vetting which includes a criminal records check.

Who are we?

In the UK & Ireland, Equans is a provider of sustainable facilities management and regeneration, and cutting-edge energy and digital services. Our 15,000 employees combine these activities to deliver decarbonisation across the built environment and help businesses, communities, public sector organisations and government to accelerate the transition to a low carbon, resilient world.  

Globally, Equans is a world leader in the energy and services sector with operations in 20 countries, 90,000 employees working on 5 continents and a turnover of 19.2 billion euros in 2024. Equans is a subsidiary of the Bouygues group. 

Our ambition

At Equans, we are driven by our ambition to be recognised for our operational excellence and as the best place to work for our employees. This commitment extends to achieving global and sustainable performance through Impact, ensuring that everything we do aligns with our core values—Accountability, Respect, Team Spirit, and Service Focus.  

We take ownership, act with integrity, and set high standards. We listen, support, and care for one another. We collaborate and build trust to achieve shared goals, always striving to meet our customers’ needs in a proactive and pragmatic way. These values shape our culture, strengthen our community, and inspire us to deliver excellence every day. 

What’s next? 

If this role is of interest to you, please click below to register, apply, and track your progress! A member of our Resourcing Team will review your application and be in touch. 

As part our commitment to better reflect the markets within which we operate, we encourage applications from women, ethnically diverse individuals and people with disabilities, along with all candidates who identify with protected characteristic groups under the Equality Act 2010.  

At Equans we’re committed to delivering a culture where everyone’s voice is heard and supported. We know the value a diverse workforce creates, delivering better results for our people, customers, and stakeholders. Diversity and inclusion is at the core of what we do, should you join Equans you’ll find a welcoming and open workplace where you’re supported and encouraged to be your true self at work.  

You’ll also have access to our growing employee networks including AccessAbility (representing those with physical and mental disabilities), Encompass (representing the LGBTQ+ community), RISE (representing people from ethnic backgrounds), Veterans & Reservists, WOMEN Together (representing women in Equans), Working Parents, and Young Professionals. 

For this role, you must have evidence of the right to work in the UK. Unfortunately, we are not able to offer a re-location package with this job role.  Certain roles may require applicants to undergo a Disclosure check, as noted in the role requirements. 

The Equans Resourcing Team manage this requirement. Agency involvement is not required. All related enquiries should come to the resourcing team not direct to Equans Managers.