Head of Operations and Services (UK) in London

The Head of Operations and Services will play a pivotal role in overseeing and optimising all aspects of our facility management operations in the UK. This senior position is responsible for ensuring the efficient delivery of cleaning and support services, maintaining high-quality standards, managing a dedicated team, and driving operational excellence. The role is based within the Greater London area and reports to the Chief Operating Officer.

Key Responsibilities

Operational Leadership

• Develop and execute operational strategies to enhance service quality, efficiency, and client satisfaction.
• Implement and oversee standardised cleaning and other service processes and best practices.
• Continuously monitor and improve service delivery to meet or exceed client expectations.
• Strategically energise and develop team retention.
• Oversee mobilisation of new clients through smooth and professional Operational delivery.

Client Relations

• Build, support, and maintain strong client relationships through structured proactive engagement, resolving issues, and providing initiative solutions.
• Lead and continuously evaluate the Communication and Engagement strategy aligned to Client Management Plans
• Continuously review client management plans with a strong focus on retention through excellent relationships
• Collaborate with cross-functional terms (internally) to identify opportunities for service expansion and retention.
• Reporting - Ensure all monthly, quarterly, and ad hoc reporting is completed and issued to clients by management plan.

Team Management

• Lead, coach, and mentor a diverse team of Operations Managers, Key Account Managers, Team Leaders, and Customer Service Management teams. In turn, providing guidance and leadership to the wider Operations teams nationally.
• Establish clear performance expectations and goals, conduct regular performance reviews, and provide ongoing training and development opportunities.
• Continuously review the performance, output, and workload of the operations team collectively to ensure it is performing optimally and aligned to company strategy and expectations.
• Efficiently allocate resources, including personnel, equipment, tools, and supplies.
• Ensure optimal staffing levels to meet service demands while managing budgets.

Quality Assurance

• Establish and maintain quality control measures, including inspections and audits, to ensure service consistency and compliance with industry standards.
• Implement accelerations, corrective actions, and improvement plans as needed.
• Provide analysis of Operational performance to drive efficiency.
• Contractor management and relationships

Safety and Compliance

• Promote a culture of safety and compliance with all relevant regulations and industry standards.
• Develop and enforce safety protocols to protect both employees and clients.

Budget Management

• Collaborate with the finance department to create and manage budgets for operations, ensuring cost control and profitability.
• Lead and manage business relationships to ensure adherence to finance and back-office functions such as payroll, HR, and Commercial strategies and deadlines.

Qualifications

• IWFM Facilities Management Qualification | Business Management, or a related field.
• Proven experience in operations senior management, preferably in the cleaning or facilities services industry.
• Confident ability to uphold professional relationships with clients.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Proficiency in using software and technology for operations management and reporting.
• Knowledge of cleaning industry best practices and safety regulations.

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