Operations Manager

Lakethorne Limited has been delivering facilities management services for over 40 years. We are an established, nationally operating FM provider with a strong reputation for dependable service, operational consistency and trusted client partnerships. As we continue to grow and expand our national portfolio, we are seeking an experienced Operations Manager to support and deputise for our Operations Director. This is a leadership role focused firmly on operational delivery across a predominantly soft FM portfolio, including cleaning and security.

The successful candidate will lead and optimise day-to-day operational performance across multiple national contracts. This role requires a highly organised, visible and proactive leader who understands facilities management at scale, someone comfortable managing dispersed teams, holding service performance to account and ensuring standards are delivered consistently across all sites. You will play a pivotal role in translating operational objectives into measurable results, strengthening delivery frameworks and embedding a culture of accountability, responsiveness and continuous improvement across the business.

Responsibilities

• Lead and oversee operational delivery across national, multi-site facilities management contracts, ensuring services are delivered safely, consistently and in accordance with contractual requirements.
• Develop and maintain operational procedures, service standards and reporting frameworks that enhance efficiency and drive service consistency across the portfolio.
• Monitor and analyse KPIs and SLAs across contracts, identifying performance gaps and implementing corrective action plans where required.
• Support contract mobilisation and service transitions ensuring smooth implementation and operational readiness.
• Lead, coach and develop regional operational managers, supervisors and frontline teams, maintaining high levels of engagement, accountability and service ownership.
• Conduct regular site visits, quality audits and compliance reviews to ensure service standards and regulatory obligations are consistently met.
• Oversee resource allocation across contracts, including workforce planning, supplier management and cost control, working closely with commercial and finance teams.
• Collaborate with the Operations Director and senior leadership to strengthen operational resilience and scalability as the business continues to grow.
• Maintain strong, professional relationships with clients and key stakeholders, acting as a senior operational point of contact where required.
• Ensure compliance with health and safety legislation, quality assurance standards and company policies across all operational activities.
• Lead continuous improvement initiatives, identifying opportunities to enhance productivity, service quality and client experience.
• Manage operational risk assessment processes and implement mitigation strategies proactively.

Skills and Experience

• Proven experience in senior operations management within facilities management, ideally across national or large multi-site contracts.
• Strong background in soft FM service delivery, with experience managing cleaning and support services at scale.
• Demonstrable leadership capability, with experience managing geographically dispersed operational teams.
• Excellent organisational and operational planning skills, with the ability to manage competing priorities effectively.
• Strong commercial awareness and experience managing KPIs, SLAs and performance reporting frameworks.
• Confident communicator, capable of engaging with clients, suppliers and internal stakeholders at all levels.
• Ability to make decisive, practical decisions under pressure whilst maintaining operational discipline.
• Sound understanding of health and safety regulations, compliance requirements and quality assurance standards within the FM sector.
• IOSH Managing Safely or equivalent qualification is desirable.
• A recognised qualification in Facilities Management or related discipline is advantageous but not essential.

Why This Role Matters

This is a key leadership position within Lakethorne Limited. The Senior Operations Manager will help shape the next phase of our operational growth, ensuring that as we expand, we remain consistent, reliable and operationally disciplined. We are looking for a delivery-focused leader who takes ownership, values accountability and understands that facilities management excellence is built through strong people leadership and attention to detail.