National Operations Manager - fm Maintenance

The National Operations Manager, Store Maintenance is accountable for the end-to-end national delivery of all FM and store maintenance contracts across the estate. The role provides strategic and operational leadership of the maintenance supply chain, ensuring consistent, compliant and high-performing service delivery that supports store operations, protects assets and delivers value for money at scale. The role leads, coaches and line manages three Contract Managers, setting clear direction, performance expectations and development plans, while acting as the single national escalation and decision point for operational performance, supplier management and complex risk across the maintenance portfolio.

National Operations & Delivery

• Own the national operational delivery of all store maintenance and FM contracts, ensuring alignment to business priorities, operational resilience and customer experience.
• Set and embed a consistent national operating model for supplier management, performance governance and service delivery across all categories.
• Act as the national escalation point for critical, persistent or high-risk operational, contractual or compliance issues.
• Provide clear national visibility of performance, risks, mitigation plans and outcomes to senior stakeholders.

Supplier & Contract Management

• Hold suppliers to account for contractual performance, commerciality, statutory compliance and service quality at a national level.
• Lead the national supplier performance framework, including KPIs, service levels, incentives and corrective actions.
• Sponsor and govern mobilisation and de-mobilisation of major national contracts, ensuring business continuity and risk mitigation.
• Drive continuous improvement, innovation and value creation across the supply chain.

Financial & Commercial Accountability

• Accountable for national maintenance spend governance, working closely with Commercial / Cost Management and Procurement teams.
• Identify, prioritise and deliver material savings and efficiency opportunities at scale, tracking benefits realisation.
• Support procurement strategies and tender processes, providing operational leadership, evaluation and recommendation at a national level.
• Approve operational decisions within delegated authority; escalate material commercial or strategic decisions as required.

Leadership & People Management

• Line manage three Contract Managers, setting clear objectives, performance measures and development plans.
• Provide coaching, technical guidance and leadership to build a high-performing, engaged and resilient team.
• Ensure consistent application of standards, processes and behaviours across all categories and managers.
• Build succession capability and reduce key-person dependency.

Stakeholder Management & Influence

• Act as the primary operational interface with VP Property / Property Leadership, Regional Heads of Stores and central support teams.
• Influence cross-functional stakeholders to balance operational risk, cost, compliance and service outcomes.
• Represent Store Maintenance Operations in senior forums, providing insight, challenge and recommendations.

What You'll Need to Have (Our Must-Haves)

• Significant experience in leading multi-site, national FM or maintenance operations.
• Proven leadership skills with a track record of building high-performing teams.
• Strong commercial acumen and experience in budget management.
• Deep understanding of supplier management and contract governance.
• Technical qualification or significant experience in construction management or related fields.
• Strong analytical capability with the ability to interpret complex data and drive insight-led decisions.
• Confident senior stakeholder influencer, able to operate credibly at Director / VP level.
• Strategic thinker with the ability to translate strategy into executable national plans.

At Boots, we are proud to be an equal opportunity employer, creating a place where everyone feels welcome, supported, and free to be themselves. We believe that when our people feel valued and included, they thrive, so we're committed to creating a brilliant Boots for our people so they can make a difference for our customers and colleagues every time.