Soft Services Operations Manager

HOURS: 40 hours per week

SALARY: 65,000 - 70,000 Per Annum DOE

LOCATION: London area

SHIFT PATTERN: Monday to Friday (as business requires)

Job Objective & Responsibilities

To facilitate and control the standards of all support services supplied by ABM. Through competent leadership and management skills, the Regional Operations Manager will develop high-performing teams across multiple blue-chip and high-profile sites, consistently meeting or exceeding client service standards in security and cleaning operations.

Main Duties

• Operational Excellence: Lead comprehensive security, cleaning and other soft services operations across assigned regional portfolio of blue-chip/high-profile client sites.
• Perform specific investigations as requested by senior management, ensuring compliance with industry standards and client requirements.
• Implement and maintain quality management systems specific to security, cleaning and other soft services, conducting monthly quality assurance checks across all sites.
• Ensure adherence to health and safety protocols, with particular focus on security procedures and cleaning chemical handling.

Financial Management

• Meet budgetary targets and monitor financial performance across regional security, cleaning and other soft services contracts.
• Strategic planning and setting key objectives for multi-site operations, ensuring profitability across diverse client portfolios.
• Monitor expenditure and income against plan, implementing credit control measures and managing direct costs through efficient operational methods.
• Secure and implement price adjustments when necessary, ensuring contract profitability while maintaining service excellence.
• Review cost-efficient operating methods, managing margin improvements through enhanced productivity in security, cleaning and other soft services contracts.
• Authorize wage sheets from Site/Contract/Branch Managers ensuring accurate payment and budget adherence across all security, cleaning and other soft services contracts.
• Approve materials requisitions ensuring compliance with budgets and company-approved supplier lists for security equipment and cleaning supplies.

Administrative Excellence

• Respond to customer queries promptly, both orally and in writing, maintaining high standards of client communication.
• Set performance targets for regional management teams across security, cleaning and other soft services operations.
• Attend monthly meetings with internal stakeholders and blue-chip clients, ensuring service delivery meets expectations.

People Management & Development

• Recruit Regional Managers, Branch Managers, Contract Managers, Site Managers, and Site Supervisors with relevant security, cleaning and other soft services expertise.
• Maintain current employment records, conduct staff appraisals, and identify candidates for future development within security and cleaning specializations.
• Ensure employment procedures compliance and provide comprehensive training in security protocols and cleaning standards.
• Implement company disciplinary and grievance procedures, ensuring all staff understand and follow established protocols.
• Champion health and safety procedures across all operations, with emphasis on security risk management and cleaning chemical safety.

Business Development

• Expand revenue base through retention of existing blue-chip clients and acquisition of new high-profile security, cleaning and other soft services contracts.
• Support competitive tendering process, providing operational expertise for surveys, estimates, and proposals.
• Drive growth through exceptional service delivery and proactive client relationship management.

Required Skills And Experience

Essential Requirements:

• Proven leadership experience managing security and cleaning operations across multiple sites.
• Demonstrable experience with blue-chip/high-profile client environments.
• Strong understanding of health and safety legislation and implementation.
• Comprehensive knowledge of HR practices and employment law.
• Excellent communication and interpersonal skills.
• Strong commercial acumen and financial management capabilities.
• Ability to take responsibility and show initiative in complex operational environments.
• Must be willing and able to undergo BS7858 security vetting process.

Desirable:

• NEBOSH certification.
• IOSH Managing Safely.
• BICS (British Institute of Cleaning Science) membership.
• SIA License.
• Previous experience managing security and cleaning services.
• Track record of successful contract retention and growth in premium client environments.

Important Note: The successful candidate must successfully complete BS7858 security vetting as a condition of employment.

Benefits

• 24/7 GP: Both you and your immediate family can speak to a UK-based GP from the comfort of your own home.
• Mental Health support and Life Event Counseling.
• Get Fit Programme.
• Financial and legal support.
• Cycle to work scheme.
• Access Perks at Work, our innovative employee app where you can find: Perks, Life, and Support resources.

ABM are committed to employment practices that promote diversity and inclusion in employment regardless of age, disability, gender reassignment, sex, marriage and civil partnership status, pregnancy and maternity status, race, religion or belief.