Reactive & Extra Works Manager

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.