Head of Operations - Passive Fire

Job Purpose

To provide strategic and operational leadership across Mitie Fire \& Security's Passive Fire division, driving the efficient and profitable delivery of passive fire projects – from minor remedial works through to major installations. The Head of Operations will lead and develop a team of Contract Managers, ensuring best\-in\-class service delivery, regulatory compliance, customer satisfaction, and commercial performance across all contracts and accounts. This role is critical to embedding a high\-performance culture within the passive fire function, championing operational excellence, and supporting the wider strategic objectives of Mitie Fire \& Security.

Key Responsibilities \& Accountabilities

Operational Leadership

• Provide inspirational, day\-to\-day leadership of Contract Managers across the Passive Fire division, ensuring all teams deliver against agreed scope, programme, and quality standards.


• Oversee the efficient scheduling and deployment of passive fire operatives, subcontractors, and resources to meet project demands and customer SLAs.


• Monitor workflow, project progress, and engineer productivity – proactively identifying and resolving blockers, delays, or resource constraints.


• Maintain oversight of stock control, materials procurement, and supply chain management across live and upcoming passive fire projects.

• Hold accountability for the financial performance of the passive fire portfolio, reviewing job margins, revenue, and profitability with the Service Director on a monthly basis.


• Ensure all works are processed in line with invoicing workflows, with orders raised and invoices generated upon project completion without delay.


• Support the commercial team in reviewing contract performance, identifying risks, and protecting Mitie's position on all passive fire accounts.


• Review and manage operational KPIs and client SLAs, escalating exceptions and implementing corrective action plans as required.

• Lead, coach, and develop Contract Managers, building a high\-performing, accountable team aligned to Mitie values and behaviours.


• Conduct structured performance reviews and one\-to\-ones, identifying development needs and creating clear progression pathways.


• Champion a culture of quality, safety, and continuous improvement across all passive fire teams.


• Manage recruitment, succession planning, and resource capacity in line with operational demand and business growth targets.

• Maintain a thorough understanding of passive fire installation guidance, test sheet manufacture, and product specification standards.


• Ensure all works are delivered in accordance with third\-party UKAS accreditation schemes including IFC, BM Trada, FIRAS, Bluesky, and LCPB.


• Ensure full audit readiness across all passive fire activities, maintaining documentation, quality records, and compliance evidence.


• Uphold Mitie's Health \& Safety standards across all field operations, ensuring all teams operate within regulatory requirements and company policy.

• Act as a senior point of escalation for key clients, representing Mitie at customer meetings, progress reviews, and site visits as required.


• Champion exceptional client communication, ensuring customers receive proactive updates on programme, specification changes, and any emerging issues.


• Build and maintain strong working relationships with clients, account managers, subcontractors, and internal teams to drive collaborative project delivery.


• Support the onboarding of new accounts and mobilisation of new passive fire contracts, ensuring seamless handovers and a strong first impression.

• Provide regular operational reporting to the Service Director covering project performance, financial health, compliance, and team productivity.


• Identify and drive process improvement initiatives across planning, scheduling, quality control, and customer experience.


• Monitor industry developments in passive fire protection and contribute to the evolution of Mitie's service offer and technical capability.

• Demonstrable experience in a senior operational management role within the passive fire or fire protection sector.


• Proven track record managing Contract Managers or Operations Managers, with the ability to lead multi\-site, multi\-project teams effectively.


• Strong working knowledge of passive fire protection products, standards, and third\-party accreditation schemes (IFC, BM Trada, FIRAS, LCPB, Bluesky).


• Commercial acumen with experience managing project margins, P\&L accountability, and cost control in a field\-based contracting environment.


• Excellent customer relationship management skills with experience engaging at client, account, and senior stakeholder level.


• Strong understanding of Health \& Safety legislation and compliance requirements relevant to passive fire operations.

• Self\-motivated leader with energy, drive, and the ability to inspire teams to deliver outstanding results.


• Exceptional communicator – clear, confident, and credible with customers, engineers, subcontractors, and senior stakeholders.


• Highly organised with the ability to manage multiple priorities simultaneously across a national portfolio.


• Strong analytical mindset – comfortable interpreting MI data, project reports, and financial information to inform decision\-making.


• Resilient under pressure and adaptable in a fast\-paced, operationally demanding environment.


• Committed to continuous improvement, quality, and the highest professional standards.


• Collaborative and inclusive approach, aligned to Mitie's values of integrity, trust, and going the extra mile.


• Proficient in Microsoft Office (Excel, Word, PowerPoint) and field management/scheduling systems.

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