Head of New Build Operations

Job title: Head of New Build Operations

Location: Hammersmith London with hybrid working

About the role and the Team:

The Head of New Build is responsible for providing strategic and operational leadership across Hyperoptic's New Build function, ensuring the successful delivery of high‑quality, on‑time installations that uphold our market‑leading promise of same‑day activation for new residents.

This role leads a team of Regional Delivery Managers, partners closely with cross‑functional teams, and drives a culture of excellence, accountability, and continuous improvement. With a strong focus on safety, quality, customer experience, and operational performance, the New Build Delivery Lead plays a pivotal role in shaping mid‑term strategy, embedding effective delivery frameworks, and strengthening client relationships to achieve outstanding penetration rates and long‑term growth.

What will you be doing?

Operational Planning & Delivery

• Develop and set mid‑term strategies for the New Build function, aligning with wider business objectives and market requirements.

Leadership and People Management

• Lead, motivate, and develop a team of Regional Delivery Managers to deliver a 5‑star customer experience across all New Build projects.
• Provide clear, structured, and confident leadership that enables teams to operate with high levels of effectiveness and accountability.
• Foster a culture of continuous improvement, curiosity, and proactive problem‑solving across the delivery organisation.

Continuous Improvement & Efficiency

• Identify opportunities to enhance service levels, efficiency, and operational effectiveness through improvements in processes, technologies, and ways of working.
• Champion innovation and challenge existing practices to ensure Hyperoptic remains competitive and operationally excellent in delivery performance.

Cross Functional Collaboration

• Work end‑to‑end across departments, including Build, Commercial, Product, Service, and Client Engagement, to ensure seamless client relationships and a high‑quality customer journey.
• Collaborate with internal and external partners to drive market‑leading penetration rates with ISPs across New Build developments.
• Strengthen relationships with business partners, holding them accountable for quality, compliance, and commercial outcomes.

Communications

• Lead in preparation of high-quality communications for key meetings such as Operational Review and Board meetings

What we are looking for:

• Bachelor's degree or equivalent
• Prince2 Qualified
• A seasoned professional who has extensive operational management experience
• Experience of large, national scale operations ideally gained within the telecommunications infrastructure environment
• Experience working in a number and target driven environment
• Experience in implementing organizational and operating model change
• Creative, a lateral thinker with ability to manage a multitude of complex functions, tasks and projects simultaneously
• Experience working on large infrastructure projects considering budgets, resource planning and H&S requirements
• Highly motivated to achieve business goals
• Very organised and methodical in your approach to work
• Strong interpersonal skills and an ability to clearly direct others. A Team player
• Excellent accuracy and attention to detail

Why work for us?

We're in our customer's corner and our vision is to be the UK's most loved and desired broadband provider, that shows the way broadband is done!

Awarded Broadband Provider of the Year 2023 Uswitch Telecoms Awards, as voted for by 20,000 customers, plus Fair Terms Gold Award 2023. We're also very proud to have been awarded Great Place to Work Certification (2022-23) and UK's Best Workplaces for Wellbeing (2022)

Going beyond the expected

Whatever we're doing – whether we're liaising with property professionals, delivering our network, or installing in a customer's home, going beyond the expected is the benchmark for everything we do. How we work is shaped by our three culture principles:

• We work smarter, together
• We stay focused
• We strive for excellence

Some of our key Benefits

• Competitive salary
• Global Remote working for up to 2 week per year for those who are able to work remotely
• 25 days' paid holiday increasing each year, to a max of 35
• Extra days off for your birthday, moving home, wedding/civil partnership and to volunteer
• Private medical Insurance provided by AXA health
• Life assurance giving you cover of 4 times your base salary
• Partnership with the Kings Trust

We're committed to providing equal opportunities to all applicants and employees. In fact, this is at the heart of our culture and values. We welcome applications from candidates from all walks of life.

What happens next?

1. You apply
2. We carefully review your application
3. We'll get back to you — even if it's a no (for now)