National Network Manager (24/7 Contractor Operations)

Benefits

Additional Information

The National Network Manager is responsible for developing and maintaining the Davies Emergency Response nationwide contractor network. This network supports 24/7/365 resolution of domestic emergencies across UK & Ireland. The role ensures continuous national coverage, of high-quality rapid response contractors who prioritise while maintaining strong commercial control. A key focus is identifying and resolving network gaps in real time and optimising the financial performance of the contractor network through effective commercial management, cost control, and value-driven decision-making. What will your day look like: Network Performance, Coverage & Capacity Monitor national coverage levels and proactively identify network gaps by region, trade, or time of day. Implement corrective actions such as contractor reallocation, surge support, or onboarding new suppliers to maintain 24/7 resilience. Analyse demand patterns and ensure the network is scaled appropriately for peak periods, severe weather, and seasonal surges. Oversee real-time dispatch performance and ensure SLA adherence across all emergency trades. Contractor Relationship, Quality & Compliance Build strong, collaborative relationships with contractors to drive engagement, performance, and retention. Conduct regular performance reviews, audits, and compliance checks, ensuring all contractors meet regulatory and safety standards. Support onboarding, training, and accreditation of new contractors to strengthen network capability. Commercial & Financial Management Manage contractor commercial agreements and rate structures. Monitor and optimise the financial benefits delivered by the contractor network, including cost efficiency, leakage reduction, and value-for-money outcomes. Analyse contractor cost trends, job profitability, and commercial risks, implementing actions to improve financial performance. Support procurement activity, tender processes, and negotiation of new or renewed contractor contracts. Operational Leadership Provide operational oversight for 24/7 claims and dispatch teams, ensuring seamless coordination with contractors. Lead escalation management for high-priority or complex cases. Develop and maintain emergency response protocols for surge events, outages, or national incidents. Risk, Compliance & Safety Ensure all contractors maintain required certifications, insurance, and health & safety compliance. Oversee incident investigations and implement corrective action plans. Maintain accurate documentation and audit trails. Data, Reporting & Insight Use MI dashboards to track KPIs such as attendance times, job completion rates, customer satisfaction, cost performance, and network coverage. Produce regular reporting on network gaps, contractor performance, and financial outcomes. Use data insights to drive continuous improvement and strategic optimisation of the network. Knowledge and Abilities: Key Skills & Competencies Strong contractor/supplier management experience in emergency services, insurance, utilities, or field-service operations. Proven ability to identify, analyse, and resolve network gaps in a fast-moving 24/7 environment. Commercial acumen with experience managing contractor financial performance and delivering cost benefits. Excellent negotiation, relationship-building, and influencing skills. Analytical mindset with the ability to interpret operational and financial data. Resilient, decisive, and comfortable managing escalations and high-pressure situations. Experience & Qualifications Proven experience developing and managing a national or regional contractor network, preferably across Home Emergency and Social Housing sectors. Demonstrable experience managing the financial performance and commercial benefits of contractor networks. Background in home emergency, insurance claims, property services, or similar field-service environments. Experience with SLA-driven operations and real-time performance management. Full UK driving licence (travel required).

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