Head of Operations - Total Facilities Management in Bath

Pinnacle Group are seeking an accomplished Head of Operations to lead the delivery of our Total Facilities Management (TFM) division across a national portfolio of contracts. This senior role carries full responsibility for overseeing operational performance across Hard FM, Cleaning, Grounds Maintenance and Catering services, ensuring delivery aligns with financial targets and contractual timescales.

Operating within a dynamic and fast‑paced environment, the successful candidate will provide strategic leadership, support Regional Operations Managers and cultivate strong partnerships with clients and stakeholders. The team’s vision is to deliver an exceptional FM service that drives long‑term value and operational excellence across all projects.

You will be joining our TFM team which provides integrated asset management and maintenance services across the education, leisure, corporate, health and living sectors to ensure facilities operate at their best. The ideal candidate will bring extensive Facilities Management experience in both hard and soft services, with a good understanding of PFI contract delivery and a proven ability to operate in complex, high‑pressure environments.

As a subject‑matter expert in TFM operations, they will have a background in leading senior teams and managing service delivery across multiple disciplines. The role requires a commercially aware and solutions‑focused individual, capable of maintaining high standards of compliance, driving service improvements and contributing to the strategic development of the TFM portfolio.

Key Responsibilities

• Ensure services delivery exceeds customer expectations and delivers excellence, collaborating closely with the Client to maximise asset and contract potential.
• Maximise profits whilst achieving required quality standards with minimal penalty deductions.
• Manage commercial contract matters to minimise risk, ensuring budget targets are exceeded, including benchmarking, local dispute resolution and escalation where required.
• Ensure projects are managed in accordance with H&S best practice.
• Provide overall leadership to the projects, delivering a customer‑focused, cost‑effective and efficient FM service, including line management responsibility for Regional Operations Managers and other individuals at that level reporting to you.
• Work in collaboration with the SPVs and Authorities to develop and implement FM initiatives.
• Manage P&L accounts for FM services, variations and lifecycle replacement within agreed budget targets.
• Ensure a robust asset management system is in place, backed up by effective use of MRI Evolution or relevant CAFM system.
• Ensure full compliance with legislation, relevant contract requirements, maintenance standards and associated policies & procedures and accredited quality standards.
• Support the business in growth opportunities, in conjunction with the bid development team as required.
• Mobilise new contracts as allocated, ensuring a smooth transition of staff, subcontractors and maintaining service delivery.
• Manage and assume responsibility for the financial performance of the contracts (including management accounts, sales credit control and an understanding of financial modelling).
• Lead and assist the Finance departments in setting, monitoring and validating budgets.

Key Requirements

• Over 5 years Facilities Management experience within a challenging environment is essential.
• Over 3 years experience of leading a senior FM operational team.
• Recognised relevant qualification in FM, Engineering, Construction or Soft Services.
• Experience managing multiple PFI contracts with over £1m turnover each.
• Strong multi‑discipline experience in a similar environment.
• Management of FM direct/outsourced service delivery.
• Financial and Commercial Management.
• Technical, M&E or QS background or experience (desirable).

The more diverse our workforce, the better we can adapt to and reflect the needs of our customers. We welcome applications from all backgrounds, particularly from those who represent the communities we serve. As a colleague, you will become part of an inclusive culture, where you will have the opportunity to achieve your full potential and enhance your career through learning and development.

We offer a wide range of benefits at Pinnacle Group, dependant on your role or business area, ranging from additional leave packages to pension plans, discounts at your favourite retailers, maternity/paternity packages, flexible working arrangements, life assurance, enhanced pension scheme, additional annual leave, private medical insurance, cycle‑to‑work scheme, employee assistance programme, retail discounts, childcare assistance, season ticket loans, sick pay schemes, personal development plans, car allowance and company bonus.