Reactive Maintenance Lead
il y a 5 jours
Reading
Be the decision point. Protect service. Drive accountability. This role sits right at the centre of reactive maintenance — where judgement, insight, and smart systems design combine to protect service levels while driving long-term efficiency. As Reactive Maintenance Lead, you’ll own how reactive tickets are assessed, prioritised, allocated, and increasingly automated. You won’t just keep the system moving—you’ll make it better every day. By applying risk-based decision making, enforcing accountability on warranties and defects, and designing smarter workflows, you’ll help shift work from reactive to planned and reduce unnecessary spend. Why this role matters Reactive maintenance is where cost, customer impact, and operational risk collide. This role ensures the right work goes to the right place, at the right time—for the right reason. Your decisions will protect service today, while your insights will help shape a more resilient, efficient future. This is a hybrid role with a minimum of 2 days per week in our Central Reading office. What you’ll be here to do: You’ll blend operational leadership with process and automation thinking, acting as the gatekeeper and optimiser of reactive demand. You’ll: Triage, Prioritisation & Allocation • Triage all incoming reactive maintenance tickets, validating prioritisation based on risk, severity, and customer or service impact. blockers, • Control release of low-priority work—using risk judgement, resource availability, and financial limits to protect SLAs and operational capacity., • Allocate work to the right resolving agent— our supplier, remediation teams, managed service providers, specialists, or third parties — based on our obligations and issue type., • Review historic maintenance and capital works to identify applicable warranties, guarantees, and quality defects., • Prevent avoidable reactive spend by routing work back to suppliers under defect liability., • Track recurring defects and escalate to commercial, programme, or shareholder teams to drive accountability and resolution., • Analyse failure trends and recurring issues, feeding insight into Infrastructure Management to influence planned maintenance strategies., • Help shift demand from reactive to planned, improving long-term asset reliability., • Design and refine rules-based logic for automated triage, warranty detection, allocation, and job bundling., • Collaborate with digital teams to implement low-code/no-code workflows., • Monitor and report on KPIs including triage accuracy, rework rates, defect recoveries, automation success, and resolution performance by supplier., • Report the balance of allocated vs. unallocated work to support understanding of asset risk exposure., • Challenge the status quo—bringing external market insight and a “better every day” mindset to drive change. Who we’re looking for: You’re someone who thrives where operations, data, and judgement intersect. You’ll have: • Strong experience in reactive maintenance, service operations, or workflow control within utilities, transport, infrastructure, or similarly complex environments., • Confidence applying risk-based decision making in fast-moving, ambiguous situations., • A solid understanding of contracts, warranties, defect liability, and supplier obligations—and the persistence to enforce them., • Analytical capability—you’re comfortable working with data, trends, and rules logic to inform decisions., • Experience with BMC Remedy, Site Tracker, or similar tools., • IAM awareness, • Experience in a joint venture environment., • ITIL awareness If you put customers at the core, believe in purposeful collaboration, and want to build smarter systems—not just manage volume—we’d love to hear from you.
