Operations Lead in London

We are seeking an Operations Lead to oversee the Housekeeping and Mail Logistics teams, as well as third-party suppliers across the site. In this role, you will be instrumental in maintaining operational excellence, delivering high-quality services, and ensuring compliance with health and safety standards. You will deputise for the General Manager when required, support the leadership team in achieving campus objectives, and drive continuous improvement across all operational functions.

This position blends hands‐on operational management with strategic oversight, team development, and customer engagement. It offers a varied and challenging environment within a fast‐paced, client‐focused setting, providing opportunities to make a real impact across the site.

• Lead day‐to‐day operations of Housekeeping, Mail & Document Services, and third‐party suppliers.
• Ensure a safe, compliant, and efficient working environment.
• Support continuous improvement initiatives and optimise service delivery.
• Develop and coach teams to maintain high performance and operational standards.
• Manage budgets, financial resources, and monitor performance metrics.
• Maintain customer focus, gather feedback, and ensure contractual obligations are met.

• Experience in a similar role (Key Account Director/Regional Account Director/Head of Operations) within a corporate or facilities management environment.
• Experience of both Hard & Soft FM.
• Strong customer service focus and experience in a client‐facing environment.
• Proven experience leading teams and managing multi‐functional staff.
• Bachelor's degree or equivalent industry experience in IFM or operations.
• Excellent communication, organisational, and stakeholder management skills.
• Ability to prioritise, work independently, and make effective decisions under pressure.
• Proficient in Microsoft Office and comfortable using operational systems.
• Understanding of health and safety management principles.

ISS is a world‐leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience. Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it’s hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people.

We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference.

ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste), religion or belief, sex, sexual orientation or educational background.

We are a Disability Confident Committed (Level 2) employer, proudly supporting and promoting inclusive hiring practices in line with the UK government's Disability Confident scheme. Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.