Job Title

Job Description 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, youll own how reactive tickets are assessed, prioritised, allocated, and increasingly automated.You wont just keep the system movingyoull make it better every day. By applying risk-based decision making, enforcing accountability on warranties and defects, and designing smarter workflows, youll help shift work from reactive to planned and reduce unnecessary spend.Why this role mattersReactive maintenance is where cost, customer impact, and operational risk collide. This role ensures the right work goes to the right place, at the right timefor 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 youll be here to do:Youll blend operational leadership with process and automation thinking, acting as the gatekeeper and optimiser of reactive demand. Youll:Triage, Prioritisation & AllocationTriage all incoming reactive maintenance tickets, validating prioritisation based on risk, severity, and customer or service impact. blockers Control release of low-priority workusing 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. Work with the Inspection & Maintenance supplier to define attributes that enable smarter bundling by geography and skill, reducing repeat visits and wasted effort. Warranty, Quality & Programme Defect ControlReview 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. Persistently manage suppliers to closuretaking ownership until the right outcome is achieved. Insight, Trends & Continuous ImprovementAnalyse 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. Provide trusted operational intelligence that supports smarter decisions across internal teams and third-party suppliers. Workflow Optimisation & AutomationDesign 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. Test, measure, and iteratereducing manual handling, error rates, and rework while building trust in automation. Reporting & PerformanceMonitor 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 quobringing external market insight and a better every day mindset to drive change. Who were looking for:Youre someone who thrives where operations, data, and judgement intersect. Youll 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 obligationsand the persistence to enforce them.Analytical capabilityyoure comfortable working with data, trends, and rules logic to inform decisions.A collaborative, trust-building style, paired with the courage to take ownership and drive change.If you also have the following, were especially interested in talking to you:Experience with BMC Remedy, Site Tracker, or similar tools.IAM awarenessExperience in a joint venture environment.ITIL awarenessIf you put customers at the core, believe in purposeful collaboration, and want to build smarter systemsnot just manage volumewed love to hear from you.