Operations Manager - Residential and Cleaning Services

Grade and Salary range: Grade 8, £47,389 – £58,225 FTE and working pattern: Full Time (1FTE), Open ended (flexible working on request). Annual Leave: 33 days, plus 9 buildings closed days (and Christmas Eve when it falls on a weekday).

About our School/Directorate and Team: The Residential and Cleaning Service is part of Hospitality Services and has responsibility for all aspects of cleaning the University accommodation, internal public areas and spaces across the Edinburgh campus. Operating year-round, the team supports a diverse portfolio including over 2,000 bedrooms, more than 140 teaching spaces, corporate and academic offices, and a range of internal and external events, as well as third-party clients.

As a significant contributor to the University’s operations, Hospitality Services accounts for nearly 10% of the workforce, with Residential and Cleaning Services representing almost half of that community.

Purpose of Role: This role provides operational leadership for a team of approximately 100 colleagues, ensuring the consistent delivery of high-quality cleaning and residential services across academic, research, and residential spaces. The role is responsible for ensuring services are delivered safely, effectively, and consistently across academic, research, residential and public environments through strong operational management, effective supervisory structures and clear service standards.

Summary of Key Duties:

• Leadership & People Management Responsibilities
• Provide clear leadership, direction, and oversight to supervisors and frontline teams.
• Foster a culture of accountability, collaboration, professionalism and continuous improvement across operational teams.
• Ensure clear expectations are established for operational performance, customer service and conduct.
• Manage employee relations matters including performance management, absence management, conduct and wellbeing matters in line with University policies and procedures.
• Drive a high-performance culture through effective people management, development, and engagement.
• Maintain oversight of operational standards through regular engagement with service areas and supervisors.
• Develop strong relationships with stakeholders, adapting services to meet evolving needs.
• Work with, operationally oversee, and manage the various key third party supplier and contract agreements.
• Act as the primary liaison between contractors, project teams, and Estates colleagues for refurbishment, remedial, and planned works.
• Decision Making
• Make operational decisions relating to service delivery, staffing, resource allocation and operational priorities within agreed policies and budgets.
• Delegate and review workload and objectives, balancing competing demands across stakeholders and operational teams.
• Assess operational risks and implement appropriate actions to minimise disruption and maintain service continuity.
• Provide technical advice and support to others to enable development of strategy, direction and vision.
• Follow Procurement guidelines negotiate with suppliers regarding prices and deliveries to increase financial efficiency.
• Escalate significant operational, compliance or resource concerns where appropriate.
• Advise on future resource requirements, including equipment, infrastructure, and space.
• Planning and Organising
• Plan and coordinate operational activity to ensure effective and consistent service delivery across multiple service areas.
• Monitor workloads and priorities to optimise the deployment of teams and resources.
• Set and deliver strategic objectives and plans in alignment with financial and academic cycles.
• Manage day-to-day expenditure to ensure financial control and efficiency.
• Support short and longer-term operational planning in line with University priorities and service requirements.
• Coordinate staffing and operational resources to support changing operational demands and peak periods.
• Develop and embed a programme of engagement to enhance and develop the relationship between the team and key stakeholders.
• Lead, coordinate and participate in planning and delivery of key annual activities and events.
• Initiative and Problem Solving
• Act as a source of expert advice on complex or non-standard operational issues.
• Provide advice and guidance to team members who raise or refer queries.
• Apply initiative and professional judgement to resolve problems and deliver effective solutions.
• Prepare and deliver training and briefing sessions to provide tools, techniques and support to relevant customers and stakeholders.
• Develop and implement innovative approaches to improve service quality and operational efficiency.
• Gather and analyse requirements for systems to identify optimum solutions.
• Teamwork
• Work collaboratively across the department, contributing to the development and delivery of operational plans.
• Participate in internal and external working groups, sharing expertise and providing professional input.
• Contribute to and provide support and encouragement across the team.
• Build cooperation and set example by demonstrating a flexible approach.
• Cover for other managers in the department, including deputising for senior members as appropriate.
• Service Excellence
• Provide clear guidance on policy, procedure, and relevant legislation.
• Ensure compliance with health and safety legislation, University policies and operational procedures across all service areas.
• Provide expert technical advice within your area of knowledge and experience.
• Proactively seek to understand and react to the needs and requirements of the customer.
• Work with colleagues within the department to contribute to and manage the continued review and improvement of the service.
• Produce timely reports for senior management as requested.
• Maintain effective relationships with internal and external stakeholders to support service delivery.
• Advise staff and students of the applications, techniques and use of specialist equipment.
• Clear and Consistent Communications
• Prepare and review reports, policies, briefings, and guidance for a range of audiences.
• Communicate clearly and professionally with individuals and groups through written and verbal channels.
• Analyse and present information to support decision-making and service improvement.
• Explain systems, procedures, and technical information in a clear and accessible way.
• Citizenship
• Demonstrate University values through professional behaviour and performance.
• Contribute to wider University activities and undertake additional responsibilities as required.
• Support and mentor colleagues, sharing knowledge and experience.
• Act as a positive ambassador for the University, both internally and externally.

Education, Qualifications & Experience:

• Essential
• Commercial and / or HE experience of a similar scale to role offered.
• Experience of developing and or managing Service Levels Agreements.
• Significant experience of individual and team management or a diverse work force; including attendance, discipline and grievance management.
• Ability to coach, motivate, assess and manage team members.
• Demonstrable ability to work quickly, flexibly and accurately in a dynamic, changing and pressured environment.
• Effective IT skills in a business environment (specifically MS Office).
• Experience of working closely with stakeholders across all levels of the organisation.
• High level organisational skills with the ability to prioritise major developments and to function effectively in a pressured environment.
• Ability to work effectively both independently and as part of a team.
• Excellent ability to manage and control resources and a good understanding of budgets and accounts.
• Experience in implementing controls.
• Desirable
• Professional Qualification, Membership of Professional body in a defined role.
• Recent attainment of IOSH.
• Hands on knowledge of Accommodation and Reservation systems used in HE.
• Experience of working as part of a dynamic project board.
• Experience of working in Higher Education.
• Good presentation and creative skills.

Special Factors:

• Requirement to work at weekends and / or out of hours – depending on the time of year, this could be a regular occurrence.
• Occasional requirement to travel to other UK campuses.

Heriot-Watt University is committed to securing equality of opportunity in employment and to the creation of an environment in which individuals are selected, trained, promoted, appraised and otherwise treated on the sole basis of their relevant merits and abilities. Equality and diversity are all about maximising potential and creating a culture of inclusion for all. We welcome and will consider flexible working patterns e.g. part-time working and job share options.