Operations Manager-Marine Devonport

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Operations Manager
- Maritime Devonport
- Plymouth PL2 2BG37.5 days per week Monday
- Friday Competitive salary plus benefits
Serco have an exciting opportunity for an Operations Manager to join our team based at Devonport, Plymouth. The key purpose of the role is to lead the Serco Maritime Services Devonport (SMSD) operations and support the delivery of the wider SMSD in-port contract, reporting to the Head of Port Operations (HPO).
The role will be accountable for the operation of 35 Boats and 20 Barges and the management of approximately 140 personnel over the Devonport sites. Serco are seeking a candidate than can deliver cultural change in a complex, dynamic and highly regulated operational environment and enable the operational integration of a significant package of new tonnage into the operation.
Within the constraints of this not being a mobile grade, the role may also require the provision of support to wider Serco, In Port, Out of Port and Moorings Maritime Operations.
Main Accountabilities
Strategy and Plans
- Support and manage strategies and annual plans for the contract to meet profitable growth targets, in line with the overall contract development strategy.
- Translate the Head of Port Operations’ Priorities and Objectives into meaningful aims and targets which subordinates can identify with and deliver to in support of the higher-level plan.
Customer and Markets
- Manage a culture of customer service excellence, exemplify, and promote Serco objectives and values. Ensure excellent customer satisfaction is delivered and that it is measured objectively.
- Maintain regular customer contact at the local level and provide satisfactory feedback on all customer queries.
- Develop and maintain a network of relationships with customers, partners, and stakeholders to develop long-term opportunities.
- Ensure effective communications such that employees, customers, and influencers understand our value proposition as a Partner who provides solutions and is fully aware of their requirements.
Operational Excellence
- Accountable for the delivery of operational activity across the Devonport element of the contract, measured against Schedule of Requirement (SoR) KPIs, and the overall service delivery of the contract.
- Accountable for adhering to appropriate corporate governance processes to comply with assurance and other legal requirements and deliver contract requirements effectively.
- Embed a culture of safety and ensure a robust assurance, health, safety and environmental regulatory framework.
People Management
- Provide leadership in line with Serco’s Values such that all employees understand and adopt the defined strategy and plans and are motivated to achieve their own personal objectives.
- Maintain and seek to improve the safety culture and health/wellbeing within the contract.
- Engage with local TU Representatives and leverage relationships to support business objectives whilst achieving fair and balanced T&Cs.
- Identify cultural change and seek through action and leadership to move the contract in a direction that achieves high levels of employee engagement and trust.
- Recruit, retain and lead a highly skilled and motivated workforce, ensuring the appropriate depth and breadth of talent and resilience is in place to deliver, improve and grow the business.
- Lead a team of shore side support staff and afloat crewmembers, ensuring frequent direct engagement to listen and gain feedback, provide direction, advice, guidance and coaching to improve the performance and behaviours of crews and individuals.
Growth and Financials
- Maintain robust and reliable financial management and reporting processes.
- Manage Devonport budget expenditure understanding the impact on the finances of the business
- Support the compilations of business cases for budgets/bids and understand the constraints associated with budgeting.
- Monitor all performance statistics, promptly and pro-actively addressing any failures or areas of concern and ensure timely submission of required performance reports.
Change Management
- Be the driving force for change, extolling the virtues and benefits of change to the workforce.
- Encourage and adopt innovation at all levels of the operation and deliver novel solutions.
- Ensure the operation applies “best-practice”, consistent, cost-efficient service delivery through the adoption of Serco Management Systems and Marine IMS.
- Personally and through the team, seek opportunities to improve both the ‘what’ and ‘how’ in service delivery.
Problem Solving and Decision Making
- Make decisions on operational matters for the contract such as, changes to organisational structures, resource requirements, manning and skills levels, the business plan for the contract; and individual contract plans.
- This breath of problem resolution and decision making will require effective utilization of internal business partners and resources. Effective use of such resources and timely support will require ongoing communication and engagement of the contract’s needs and priorities.
What you’ll need to do the role:
- Previous operational experience combined with managing a team
- Previous demonstratable experience of championing cultural change in the workplace
- Educated to degree level or with demonstratable evidence of equivalence through management experience and achievement
- Experience and good understanding of governance of a regulatory environment relating to the contract
- Experience and proven track record in employee and Trade Union relations
- Evidence a track record in developing and implementing a strategy and plans to achieve success in service delivery and growth
- Have a drive for delivering a quality service, values positive customer feedback and understands how to improve operational effectiveness
- Demonstrate a track record in leading transformational change in performance through operational improvement and strong leadership
- An effective communicator, with the confidence and ability to deliver formal reports and presentations both to clients and internal senior stakeholders
- Knowledge and understanding of a P&L
- Proven practical and pragmatic understanding of contracts and service delivery
What we offer:
- Competitive salary
- 25 days annual leave plus bank holidays.
- Company car
- Company bonus
- Private medical cover
- Annual leave purchase scheme
- Up to 6% contributory pension scheme
- Serco discounts which include supermarkets, cinemas, Merlin entertainment and online shopping discounts, as well as discounts on mobile phone plans and leisure centre memberships.
- A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Health Cash Plans, and more.
- A wealth of career development training to suit your future aspirations. These range from role specific training, leadership coaching, formal study and much more to support you to build your career with Serco.
- A safe and supportive culture.
- A company passionate about diversity and inclusion.

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