About this role
Reactive & Extra Works Manager Job Purpose
The Reactive & Extra Works Manager is responsible for leading the day-to-day Reactive Response operation, ensuring service delivery standards are achieved while managing the delivery of chargeable extra works and small to medium-sized projects. The role acts as the key point of coordination between operational teams, clients, and Project Delivery Services (PDS) where project complexity requires additional support.
Key Responsibilities
- Manage the daily Reactive Response (BAU) operation to ensure service levels, KPIs, and customer expectations are achieved.
- Lead and support the Response Team, providing direction, oversight, and performance management.
- Plan, coordinate, and oversee the delivery of chargeable extra works.
- Manage small to medium-sized project works from quotation through to completion.
- Liaise directly with clients and internal stakeholders regarding reactive works and extra works requirements.
- Work collaboratively with PDS teams on projects requiring specialist support or increased complexity.
- Monitor work progress, costs, delivery timescales, and quality standards.
- Ensure all works are completed safely and in compliance with company policies and statutory requirements.
- Support commercial opportunities by identifying and developing additional chargeable works.
- Produce operational reports and provide updates on performance, project status, and financial delivery.
Key Skills & Experience
- Experience managing reactive maintenance or facilities management operations.
- Knowledge of extra works and project delivery within a service environment.
- Strong organisational and planning skills.
- Ability to manage multiple priorities and deadlines.
- Effective stakeholder and client management skills.
- Good commercial awareness and cost management capability.
- Strong communication and leadership skills.