Divisional Operations Manager (Retail FM)

Salary: Competitive Package

Location: West Division (South West Coast - North Wales, Birmingham, Portsmouth, South Wales, West London)

Purpose of the Role

Provide strategic leadership to Area Managers and their field teams, ensuring safe, compliant, and efficient delivery of Hard Facilities Management across approximately 200 retail stores for a major UK retailer. Build and maintain strong, collaborative relationships with store teams and senior customer stakeholders, understanding the unique demands of a fast-paced retail environment and acting as a trusted partner to maintain operational excellence. As an integral member of the leadership team, drive performance, resource optimisation, and strict budgetary control while embedding City’s SCOPE framework prioritising safety, proactive communication, ownership, and productivity in every aspect of service delivery. This role is ideal for someone who thrives on variety, takes pride in delivering quality, and understands that great service is about people as much as systems.

Your role reports to the Head of Operations. You will have a Team of Area Maintenance Managers reporting to you. Support Geographic Area Managers (up to 7) - approx. 200 total stores within Division. Coverage from (South West Coast - North Wales, Birmingham, Portsmouth, South Wales, West London). 45 hours per week - typically Monday to Friday and the part of call out change to - As part of the senior leadership team a rota based support is required which includes a weekend.

Knowledge, Skills & Abilities

• Strong technical expertise and embrace City’s SCOPE framework - our way of working and building better maintenance together.
• Ideally educated to degree level or equivalent in a business or technical discipline.
• Strong understanding of Health & Safety legislation and compliance requirements within a retail/FM environment.
• Proven ability to uphold high service standards and deliver operational excellence across multiple sites.
• Exceptional communication skills, both written and verbal, with the ability to influence and build trust at all levels.
• Skilled in presenting performance data clearly and effectively to stakeholders.
• Ability to maintain strong customer relationships and act as a trusted partner in a fast-paced retail environment.
• Experience as a Regional or Divisional Manager within retail, leisure, or FM sectors, with accountability for large-scale operations.
• Demonstrated ability to lead and manage large, remote teams, driving engagement and performance.
• Strong decision-making and problem-solving skills, taking responsibility for outcomes and delivering on commitments.
• Excellent planning, organising, prioritisation, and project management skills to manage complex workloads.
• Strong results focus with proven ability to optimise resources and control budgets effectively, previous P&L responsibility desirable.
• High PC literacy, including data extraction, analysis, and reporting to drive performance improvements.
• Highly flexible and strategic in approach, adapting to changing priorities in a 24/7 retail operation.
• Willingness to work flexible hours and travel extensively across the division; full UK driving licence required.
• Committed to continuous improvement and people development through training and succession planning.

Key Accountabilities

• Deliver all maintenance services to agreed SLAs, ensuring compliance with statutory, legislative, and Health & Safety requirements at all times.
• Maintain strong, collaborative relationships with internal teams and senior customer stakeholders, acting as a trusted partner to meet the demands of a fast-paced retail environment.
• Lead, coach, and motivate Area Managers and their teams to optimise performance, engagement, and service delivery.
• Ensure consistent application of company policies, procedures, and standards across all operations.
• Manage divisional budgets effectively, optimising value and controlling costs without compromising service quality.
• Analyse performance data to identify trends and opportunities for improvement, creating and executing action plans to deliver results.
• Coordinate capital plans and support the customer in developing annual asset replacement strategies.
• Drive operational excellence through effective planning, prioritisation, and resource management.
• Drive continuous improvement initiatives across the division, leveraging data insights and stakeholder feedback to enhance service delivery, operational efficiency, and customer satisfaction.
• Lead the delivery of exceptional customer service, ensuring timely communication and resolution of issues.
• Hold regular divisional meetings to review performance, share updates, and align teams to business objectives.
• Ensure all activities comply with Health & Safety policies and promote a culture of safety across the division.
• Undertake any other reasonable duties and responsibilities required to support divisional and business objectives.

Financial Responsibility

• Manage divisional expenditure and ensure effective cost control within agreed budgets across all sites and areas, delivering best value without compromising service standards.
• Authorise spend within agreed authority levels, maintaining compliance with company policies and governance requirements.
• Monitor and analyse financial performance data to identify cost-saving opportunities and implement strategies that optimise resources and operational efficiency.
• Support the development and delivery of business improvement initiatives and additional services within budget parameters, ensuring alignment with customer needs and contractual obligations.
• Maintain accurate financial reporting and forecasting to enable informed decision-making and support divisional and business objectives.

People Responsibility

• Provide direct line management to Area Managers and their teams, ensuring effective leadership and support across the division, with flexibility to manage additional teams as required by the customer.
• Recruit and induct colleagues in line with company recruitment guidelines, ensuring full compliance with legal and policy requirements.
• Train, develop, and appraise direct reports to build capability, motivation, and engagement within the team.
• Conduct quarterly people reviews to maintain robust talent and succession plans, working closely with the People Team to support wider business needs.
• Review and monitor compliance with all mandatory training requirements, ensuring legal and operational standards are met across the estate.
• Drive engagement through the Your Say Survey, creating and delivering action plans that respond to colleague feedback and improve team culture and performance.
• Ensure agreed ways of working are consistently applied by direct reports, validated through regular site visits and performance reviews.
• Manage team conduct and capability effectively, applying disciplinary and grievance procedures in line with company policy when required.
• Foster a culture of accountability, collaboration, and continuous improvement, ensuring teams are aligned to business objectives and customer expectations.