Charlie Fitzpatrick

I fix operations that are under pressure, unclear or not delivering the value they should. I started as a field engineer and progressed through every level of operations to board-level Head of Operations, giving me a practical view of what works from the frontline to the boardroom. Over 13 years I led national, multi-contract service delivery across the UK and Ireland through turnaround, rapid growth, workforce reduction and major change.

My approach is practical: understand what the customer and the numbers are telling you, get close enough to find the real cause, set clear standards and measures, give managers ownership and support, then stay on it until the improvement holds. I build leaders who know their people, understand their KPIs and SLAs, act early on safety, quality and performance issues, and keep improving the operation rather than waiting for problems to become normal.

Head of Operations, United Kingdom & Ireland - Circet IRE & UK - United Kingdom

(2024-08 - 2026-05)

62 territories | 700+ workforce | 40+ managers | £60m+ annual delivered work value National remit: multi-contract service delivery | Health & Safety | audit & compliance | quality | customer experience | workforce & capacity | KPIs & SLAs | budgets & cost | leadership development | operational risk

• Inherited a portfolio where only 3 of 11 regions were consistently meeting SLA. Reset manager ownership, performance routines and earlier intervention until all 11 were delivering.
• Directed 705,000+ customer jobs in 2025; lifted average engineer performance score from 133 to 145, core completion from 92.0% to 93.7% and appointment adherence from 96.0% to 97.1%.
• Set the national operating rhythm across service, safety, quality, audit, workforce and customer measures, using scorecards and manager reviews to turn gaps into clear actions and sustained improvement.
• Built an operations control tower across Salesforce, Excel, Power Query and SharePoint, surfacing £20,130 per month in recoverable commercial value and giving leaders earlier warning of service and contract risk.
• Cut repeat-work demand by 55% (2.42% to 1.10%) and brought upheld complaints and senior client escalations to zero by fixing root causes rather than repeatedly treating symptoms.
• Reshaped the workforce to around 390 as client volumes reduced, aligning cost and capacity while holding service and avoiding contract penalties or senior client escalation.
• Developed six managers into senior leadership roles through clear expectations, regular coaching, stronger one-to-ones and direct performance conversations.
• Led national delivery across major contracts including BT, Openreach, Amazon, Vodafone, Sky, EE and TalkTalk.

Regional Service Delivery Manager, Northwest England & North Wales - Circet IRE & UK - Northwest England & North Wales

(2022-05 - 2024-07)

Regional remit: service delivery | Health & Safety | quality & audits | customer experience | workforce planning | KPI/SLA performance | manager capability | attendance & welfare | client governance

• Turned the Northwest from the weakest-performing region in the business to the strongest within 18 months, then sustained leading productivity and quality for two consecutive years.
• Ran the regional performance rhythm across SLA, productivity, safety, audit, quality, attendance and customer measures, making sure managers acted early where standards started to slip.
• Replaced broad pressure with targeted intervention: clearer ownership, stronger one-to-ones, earlier action and root-cause analysis focused where it would make the biggest difference.
• Coached and performance-managed operational leaders, balancing support, welfare and development with clear accountability for targets and team standards.
• Led senior client performance reviews, presenting results, risks and recovery plans and rebuilding confidence through consistent delivery rather than promises.

Senior Operations Manager, Merseyside - Circet IRE & UK - Merseyside

(2020-04 - 2022-05)

Multi-territory remit: service & customer delivery | workforce growth | Health & Safety | quality | compliance | KPIs & SLAs | recruitment & onboarding | performance management | client relationships

• Led service delivery through rapid growth and organisational change across multiple territories, supporting workforce expansion from 250 to 500 in under six months.
• Built the recruitment, onboarding and management structure needed to grow without losing operational control, while setting expectations for performance, safety, quality and customer service from day one.
• Managed daily and weekly performance across SLA, productivity, quality, safety, attendance and customer outcomes, using targets and manager reviews to keep a fast-growing operation controlled.
• Supported and challenged managers through coaching, capability and performance management, helping them deal with underperformance early while keeping teams engaged and clear on expectations.
• Led workforce restructuring and redundancy activity while maintaining day-to-day delivery and team stability, and represented operations in senior client meetings.

Area Operating Officer, Northwest England & North Wales - Circet IRE & UK - Northwest England & North Wales

(2018-02 - 2020-04)

Area remit: workforce planning | productivity | Health & Safety | audits | quality | customer performance | attendance | KPI/SLA delivery | team-leader performance | stakeholder management

• Led day-to-day regional operations, keeping service, productivity, safety, quality, attendance and customer performance visible and under control.
• Put in place clearer management disciplines, performance standards and accountability that became the foundation of the later Northwest turnaround.
• Coached team leaders on performance, welfare, return-to-work, capability and difficult conversations, with support where it was needed and action where standards were not being met.
• Used operational data and frontline feedback to identify recurring issues, target improvement activity and prevent the same failures from being carried week to week.

Coach / Team Leader, Northwest England - Circet IRE & UK - Northwest England

(2016-04 - 2018-02)

Frontline remit: engineer performance | productivity targets | Health & Safety | quality checks & audits | customer escalations | attendance & welfare | onboarding | vehicles, stock & equipment

• Coached and motivated frontline engineers against clear performance, quality and customer standards, using one-to-ones and practical support to improve capability rather than simply applying pressure.
• Managed daily performance, welfare, return-to-work, safety, quality checks, customer escalations, vehicles, stock and equipment, escalating risk and poor performance where required.
• Onboarded and developed new starters and became a trusted point of support for engineers dealing with difficult jobs, faults or customer situations.

Senior Telecommunications Engineer, Merseyside - Circet IRE & UK (joined as QubeGB) - Merseyside

(2012-10 - 2016-04)

Frontline delivery: customer service | technical quality | Health & Safety | compliance | productivity targets | right-first-time resolution | fault diagnosis

• Delivered and repaired customer services to demanding technical, safety, quality and productivity standards while maintaining a strong customer experience in homes and businesses.
• Built a reputation for resolving complex faults and supporting colleagues, which led naturally into coaching and operational leadership.

Operations / Departmental Manager Level 5 Apprenticeship - Operations Management - Highfield Qualifications (2026)