Property Operations Manager - Occupier Services

Property Operations Manager – Occupier Services

We are seeking a highly experienced Operations Manager that leads a centre of excellence to oversee the end-to-end supply chain delivering the full spectrum of FM services across a national portfolio. Working collaboratively with the client services team and their FM service delivery partner, the role triages escalating matters, validates performance, service harmonisation, and guarantees service excellence across all service lines. In addition to the Operational Management scope, the role will lead a modest centre of excellence team, with responsibility of service oversight for a large scale supply chain, supporting day-to-day FM operations and Commercial Management of the Clients downstream services. While this is a national role with flexibility in location, there is an expectation for regular presence in Milton Keynes, where both the Client, Colliers and team are based. The successful candidate must be willing to travel across the UK to maintain service standards and manage escalations as needed.

Responsibilities

• Strategy: Support the client in contribution to forward services strategy.
• Operating Model: Support the client in the implementation of the FM strategy and target operating model.
• Supplier Relationships: Establish and maintain strong relationships with suppliers, negotiating on contract matters and ensuring compliance with the client\’s terms where required.
• Collaboration: Work closely with client and supplier operations teams, finance teams, and other stakeholders to support the alignment of suppliers to strategic objectives.
• Commercial Management: Drive continuous optimisation through data analysis, benchmarking and gearing ratios, making representations to the client team as necessary.
• Performance Monitoring: Validate consistent FM service delivery aligned to defined performance metrics and service levels.
• Audit and Control: Calibration of KPI aligned to outputs of site inspections, audits, and performance reviews.
• Supply chain integration: Supporting an integrated approach to all Colliers services streams including integration of the project partnership charter.
• Change Management: Leading the end-to-end process, validating requirements and making representations to the client.
• Compliance: Support audit processes and liaise with external auditors where required to safeguard compliance with statutory law and financial regulation.
• Process optimisation: Support review of operational processes and make recommendations for adjustments to drive service quality and improvement.
• Triage: Provide oversight and advice on commercial claims, variations, and adjustments.
• Contract Management: Maintain strong contract management practices in accordance with Master Service Agreements (MSAs) with the client.
• Management Information: Deliver comprehensive management reporting and data insight across all aspects of FM.
• Integrate FM delivery: ensure FM service line aligns with wider CRE strategic objectives to ensure cohesive execution.

Qualifications

• Operational experience within national FM portfolio preferably in the banking or financial services sector with contract values in the region of £30 million.
• Held Operational, Asset management, technical management or similar roles, working at a similar level of experience in all core FM services, ideally in complex and regulated environments.
• Sector experience within banking or financial services is highly desirable, though not essential.
• Strong operational FM background, with a clear understanding of FM related contracts, standards and benchmarking, and key metrics that inform organisational design and service strategy.
• Able to influence at a senior level and lead cross-functional teams toward strategic outcomes.
• Willingness to travel nationally and be centrally based in Milton Keynes as required.

Additional Information

At Colliers we actively promote a culture of inclusivity, collaboration, and mutual respect. Join us and be part of a team where diversity is embraced, and every voice is heard. What sets Colliers apart from their competition is not what we do, but how we do it. We invest in relationships to create enduring value. Our most valuable asset is our people – we are passionate, take personal responsibility and always do what’s right for our clients. We attract and develop industry leaders, empowering them to think and act differently to drive exceptional results.