Head Of Operations

Airband
Job Title: Head Of Operations Location: Droitwich (Hybrid) Job Type: Full-Time (40 hours per week) Salary: up to £80,000 DOE + £4,800 Car Allowance + discretionary annual bonus Job Summery

The Head of Operations is responsible for end-to-end field operations across the Fixed Wireless Access (FWA) network of Rural Wireless (RW), covering site build support, customer installations, break/fix maintenance, and ongoing infrastructure support.

The role owns the operational execution model, ensuring safe, high-quality, and cost-effective delivery through a mix of internal teams and third party partners.

The role also leads the Technical Support function, providing second-line technical guidance to field engineers and partners, and acting as a critical interface between Networks, Platforms, and on ground delivery resources. Reporting directly to RW’s Chief Operating Officer, the role is accountable for ensuring rollout execution aligns with strategic objectives and operational excellence.

Field Operations Leadership

• Own all field based operational activity from site build readiness through to live service operations.
• Define and operate a scalable field operations model covering:
  • Network site build support and commissioning
  • Customer CPE installation
  • Break/fix and reactive maintenance
  • Preventative maintenance of critical infrastructure
• Ensure consistent operating standards, tooling and processes across all field activities.

Partner & Contractor Management

• Lead and manage third party installation, build and maintenance partners.
• Define partner onboarding, accreditation, training and performance management frameworks.
• Own operational SLAs, KPIs, and commercial performance management with delivery partners.
• Drive continuous improvement in cost, quality, safety and time to fix/install.

Service Assurance & Maintenance

• Own break/fix response models, escalation paths and repair SLAs.
• Coordinate with the Network Operations function on fault identification and prioritisation.
• Ensure resilience and uptime of key network sites through planned maintenance and rapid incident response.
• Manage spares, tooling and field readiness to support fast restoration.

Technical Support Helpdesk

• Lead the Technical Support Helpdesk supporting internal and third party field engineers.
• Provide second line technical assistance for installation, commissioning and fault resolution.
• Act as a bridge between field teams and Network, Platforms and Engineering teams.
• Ensure knowledge management, troubleshooting guides and technical documentation are maintained.

Operational Governance, Quality & Safety

• Ensure compliance with health & safety, quality and regulatory requirements across all field activities.
• Embed quality assurance, right first time and audit processes.
• Own operational risk management related to field delivery and partner execution.

Performance Management & Reporting

• Define and track operational KPIs across build support, installs, repairs and maintenance.
• Provide regular performance reporting to executive leadership.
• Use data to drive productivity improvements and cost efficiency.

Team Leadership

• Lead field operations managers, partner managers and the Technical Support Helpdesk team.
• Build a high performance operations culture focused on safety, accountability and service excellence.
• Develop capability, succession and scalable operating models as the network grows.

Leadership

• Act as a trusted partner to the COO and MD build performance, risks, and opportunities.
• Build and mentor a high performing leadership team to deliver the programme.
• Foster a culture of disciplined execution and accountability.

Key Skills

• Communication – ability to present to C suite audiences, boards and external stakeholders.
• Leadership & Performance – ability to build and lead high performance teams, ensure performance development frameworks are in place, manage staff performance, drive the development of organisational capability and undertake succession.
• Change Management – drives a positive change culture, championing adaptability, continuous improvement and agile thinking across the organisation.
• Relationship Management – outstanding relationship management and communication skills, with the ability to influence and inspire at all levels, skilled in cross functional alignment and structured decision making.
• Negotiation & Conflict Resolution – balances commercial, operational and relational factors, ensuring outcomes align with strategic goals and long term value.
• Risk Management – identifies, assesses and mitigates risks to protect organisational interests and ensure informed decision making.
• Project Leadership – manages scope, risks and dependencies, proactively addressing issues to keep projects on track and within budget.
• Commercially astute – strong grasp of budget and financial management.
• Regulatory Compliance – ensures organisational adherence to relevant laws, regulations and standards, reducing legal and operational risk.
• Adaptability – proven ability to learn, adapt and refine delivery models in changing environments.

Essential

• Demonstrated 5+ years senior operational leadership in multi partner, geographically distributed field teams.
• Proven experience managing outsourced field delivery and SLA based contracts.
• Knowledge of CDM Regulations and contractor safety management.
• Lean / Continuous Improvement (e.g. Six Sigma Yellow/Green Belt).

What can Airband Offer you?

• 25 days of paid leave a year rising to 30 plus bank holidays with service.
• 5% Airband pension plus a minimum 3% employee contribution.
• Customer referral bonus – a thank you for every customer you send our way.
• Hybrid working – a mix of working from home and in the office.
• Free broadband – if you are in our coverage, you can benefit from free broadband with us!
• 20% off your monthly line rental on EE’s phone, tablet, SIM only or mobile broadband plans.
• Cycle to work, Tech scheme, Healthcare and medical insurance, dental care and health cash fund (depending on the length of service).
• Airshare (employee discount platform) – discounts on everyday shopping, weekly groceries, holidays, the list is endless – save up to £1,000 a year!
• Refer a friend reward scheme.

Pre employment checks

Please note that you are required to have the right to work in the UK and we request satisfactory references as part of our recruitment process. A DBS check may be required for a number of our roles, particularly those that are customer facing. Also, a driving licence may be required for positions that require you to be out in the field as part of the role.

Recruitment agency support is not required at this time.