Operations Support Manager

Overview

We\\\’re looking for an Operations Support Manager to join our team supporting a prestigious new leisure contract across sites in the South West London region. This is a key position where you\\\’ll be responsible for ensuring the effective delivery of facilities management services, maintaining high standards, and building strong relationships with both site teams and the customer. You\\\’ll oversee cleaning operations, lead a dispersed workforce, and help embed a culture of excellence, safety and customer service.

Responsibilities

• Oversee the delivery of cleaning and soft services across a portfolio of 5 leisure sites
• Lead, support and motivate on-site teams to meet service standards and KPIs
• Manage colleague relations, recruitment and onboarding of new staff
• Ensure all operations are compliant with Health & Safety and COSHH legislation
• Regularly communicate with site teams to align with operational needs and resolve issues proactively
• Analyse performance data and identify opportunities for efficiency and service improvement
• Deliver services in line with the FM strategy, SLAs and customer expectations
• Conduct audits and ensure full statutory compliance is maintained
• Act as the main point of contact between sites and the Account Manager
• Support mobilisation activities and contribute to the continuous improvement of the contract
• Ensure all staff are trained and developed in their roles, including Health & Safety policies

Qualifications

• Experience in facilities management or a service delivery environment
• Strong leadership and people management skills
• Proven ability to manage and motivate dispersed teams
• Excellent communication and customer service skills
• Able to interpret and act on performance data
• Full UK driving licence (essential due to site travel)
• Flexible and responsive to operational changes
• Strong understanding of Health & Safety, including COSHH compliance