Central Operations Manager in High Wycombe

Overview

The Central Operations Manager is the operational backbone for the key client account, supporting all Integrated Facilities Management (IFM) service lines—soft and hard services—across the estate. This role ensures compliance, efficiency, and profitability through process ownership, system optimisation, and team leadership. The role also owns the relationship with functional teams on systems and technology used across the account, ensuring processes are mapped and technology is leveraged effectively.

Responsibilities

Leadership & Team Management

Manage a team of Contract Support professionals responsible for:

• Compliance monitoring and documentation.
• Billing accuracy and Work in Progress (WIP) management.
• SLA/KPI tracking and reporting.
• PPM scheduling and vendor bookings.
• Data analysis and insights generation.
• Liaison with Central Helpdesk.
• Resilience planning and contingency support.

Act as the go-to person for all processes on the account.

IFM Service Line Support

Provide operational oversight across all IFM service lines (soft and hard services & Safety).

Ensure seamless coordination and delivery across the client estate.

Systems, Technology Ownership & Digital Tools

Own the relationship with functional teams for all systems and technology used on the account. Ensure all processes are mapped and technology is utilised appropriately.

Drive system developments and continuous improvements.

Champion automation and process efficiency using low-code tools such as Smartsheet, Power BI, SharePoint, DocuSign.

Develop dashboards, reporting tools, and automated workflows.

Financial Governance

Liaise with the Finance Manager to ensure adherence to the cost model.

Support efficient operations to drive profitability.

Work tactically with the supply chain on rate cards, pricing, and system usage.

Compliance & Process Ownership

Ensure all processes are followed consistently across service lines.

Maintain accurate records for audits and governance.

Advocate for lean, simple, and fast processes aligned with organisational values.

Requirements

Specific Qualifications:

• Business Administration at ILM level 3 qualification (or equivalent experience).

Knowledge and Experience:

• Proficiency in Smartsheet, Excel, DocuSign, Power BI, and SharePoint.
• Strong understanding of CMMS platforms and related systems.
• Background in IFM contract support functions.
• Experience in helpdesk or contact centre operations within IFM.
• Leadership Experience:
• Previous experience as a team leader or managing a support team.

Skills & Competencies

• Strong organisational and planning skills.
• Excellent stakeholder engagement and communication.
• Financial acumen and understanding of cost models.
• Ability to lead process improvement and automation initiatives.

KPIs

• Compliance and SLA/KPI performance.
• Accuracy and timeliness of CMMS data and workflows.
• Billing and WIP accuracy.
• Successful implementation of automation projects.
• Stakeholder satisfaction and engagement.