At a Glance
- Tasks: Lead service delivery and drive customer satisfaction in a dynamic facilities management environment.
- Company: Growing Facilities Management organisation based in Central London.
- Benefits: Competitive salary, benefits package, and opportunities for professional growth.
- Other info: Join a fast-paced team focused on innovation and continuous improvement.
- Why this job: Make a real impact by enhancing operational excellence and customer relationships.
- Qualifications: 3+ years in FM operations with strong leadership and financial management skills.
The predicted salary is between 40000 - 45000 £ per year.
Our client is a growing Facilities Management organisation delivering integrated hard and soft FM services across Central London and the South East. Due to continued expansion, they are seeking an experienced Operations Manager to lead service delivery, drive customer satisfaction, develop operational teams and support business growth. The successful candidate will take ownership of contract performance, customer relationships, financial targets and operational excellence whilst ensuring the highest standards of compliance, safety and service delivery.
Key Responsibilities
- Operations Management
- Manage the delivery of hard and soft FM services across multiple customer sites.
- Ensure contractual obligations are delivered safely, efficiently and profitably.
- Conduct regular site inspections and quality audits.
- Manage planned preventative maintenance (PPM), reactive maintenance and remedial works.
- Drive service improvements and operational efficiencies across all contracts.
- Customer Management
- Develop and maintain strong relationships with customers and key stakeholders.
- Conduct regular contract review meetings with clients.
- Manage customer complaints and service issues through to successful resolution.
- Identify opportunities for additional services and revenue growth within existing accounts.
- Deliver a proactive and customer-focused service that promotes long-term client retention.
- Financial Performance
- Support the delivery of business plans and financial objectives.
- Take accountability for contract profitability and gross profit performance.
- Prepare fully costed proposals for reactive and project works.
- Monitor financial performance and identify opportunities to improve margins.
- Support accurate invoicing and commercial control across contracts.
- Leadership & People Management
- Provide visible and positive leadership across operational teams.
- Manage, coach and develop direct reports to achieve business objectives.
- Support recruitment activities, ensuring suitable competencies and right-to-work compliance.
- Conduct performance reviews, appraisals and development planning.
- Promote employee wellbeing, engagement and a positive team culture.
- Subcontractor Management
- Develop and maintain a network of qualified and compliant subcontractors.
- Monitor subcontractor performance against agreed service levels.
- Ensure subcontractors comply with health & safety and contractual requirements.
- Manage supplier relationships to achieve competitive pricing and service excellence.
- Compliance & Systems
- Ensure compliance with UK statutory, regulatory and health & safety requirements.
- Support the implementation and maintenance of CAFM and ERP systems.
- Develop and maintain operational procedures and best practice standards.
- Support internal and external audits, including ISO accreditation requirements.
- Identify opportunities for innovation, process improvement and new ways of working.
Qualifications & Experience
- Minimum 3 years' experience within an FM Operations Manager or Contracts Manager position.
- Proven experience managing both hard and soft Facilities Management services.
- Strong understanding of Planned Preventative Maintenance (PPM) and Reactive Maintenance.
- Knowledge of UK facilities management compliance and statutory requirements.
- IOSH Managing Safely qualification.
- Financially literate with experience managing budgets and contract profitability.
- Strong customer relationship management skills.
- Excellent communication, negotiation and stakeholder management abilities.
- Experience using CAFM systems and Microsoft Office applications.
- Commercially aware with strong organisational and problem-solving skills.
Desirable Qualifications
- Building Services Engineering qualification.
- NEBOSH qualification.
- Membership of IWFM, CIBSE or RICS.
- Experience supporting ISO accreditation programmes.
Key Attributes
- Results-driven with a strong focus on operational excellence.
- Positive and proactive leadership style.
- Commercially minded with strong business awareness.
- Ability to build long-lasting customer and supplier relationships.
- Comfortable working in a fast-paced and growing business environment.
- Strong team player with excellent resilience and adaptability.
- Driven to identify and implement improvements that deliver business impact.
Operations Manager in London employer: Omega Resource Group
As a global leader in the automation and packing industry, our company offers an exceptional work environment for the Field Service Director role, characterised by a commitment to operational excellence and employee development. With competitive compensation, including a generous bonus structure and comprehensive benefits like private health cover and a double matched pension scheme, we prioritise the well-being and growth of our team members. Our collaborative culture fosters strong relationships and encourages continuous improvement, making this an ideal place for professionals seeking meaningful and rewarding careers in a dynamic sector.
