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Operations Director - Soft Services / Facilities Management

Job Title: Operations Director - Soft Services / Facilities Management
Contract Type: Permanent
Location: London
Salary: 75000 - 85000
Contact Name: Lorna Dane
Contact Email:
Job Published: over 3 years ago

Job Description

I work with this client a LOT.  Growing.  Busy.  Hard work, good rewards.  Great time to join the business - good leadership team and now looking for a (new position at this level) new Operations Director with extensive experience in this sector (Soft Services / FM) - will now be based in London with some travel outside London and to the HQ near Reading.


Operations Director, London, £75-85k + benefits – Soft Services/FM

*Salary negotiable dependent upon experience to date


We provide high quality, cost effective, professional facilities management and building support services in London and the South East to some of the most prestigious clients and well known buildings in the City and West End.  Amongst other services, we provide vertical, horizontal and specialist cleaning services as well as the manpower and expertise to cover porterage, laundry, waste management, post room and reception cover.  We aim to be the best in our sector, maintaining our already outstanding reputation for customer service, innovation, quality and operational efficiency.  We maintain the highest standards, we enjoy a low staff turnover and high employee satisfaction; we have grown organically, consistently winning new business alongside our retained clients.


The role:

This is a pivotal, business shaping role and the successful applicant will be comfortable implementing company strategies, and confident in challenging policies where improvement opportunities exist.  You will ensure the strategic and tactical business objectives as well as values and behaviours are embedded into practice. You will be responsible for ensuring organisational effectiveness by providing leadership for the Operations functions.  Working with the senior management and leadership team, you will contribute to the development and implementation and embedding of organisational strategies, policies and practices.


  • Take ownership, responsibility and accountability for Customer Relationship Management in conjunction with the Managing Director

  • Direct reports include – Service Directors

  • Take ownership, responsibility and accountability for:-

  • embedding positive standards and behaviours across the business in line with our strategy and policy

  • the development and management of business processes according to best practice and accreditation standards

  • Training of operational staff and Senior Operations Management team in conjunction with HR and training colleagues

  • Continuous improvement through the identification of commercial and/or service delivery innovations

  • Project management and mobilisation of new contracts

  • Demonstrate effective decision making with consistency whilst reconciling the competing needs for resources effectively and efficiently

  • P&L and commercial performance responsibility for operational contracts, setting and adhering to budgets

  • Overall responsibility for quality standards and quality of services delivered on contracts in line with SLAs

  • Ensure KPIs are managed and achieved, and service standards are met

  • Take ownership and ensure we deliver our services compliant to standards (legal, ethical and best practice) for Health & Safety and Operational processes including RAMS, Audit, COSHH, PPE etc. Be an ambassador and evangelist on health, well-being and safety matters, taking a proactive approach, promoting good habits, safe methods of work and ensuring open and clear communications and feedback

  • Represent the business in customer and service delivery matters (top level)


    The candidate:

  • 10 years in a similar senior client facing management role within the soft services industry

  • Minimum IOSH qualification

  • Extensive risk management experience and strong commercial skills

  • Extensive commercial office and public realm experience

  • Good MS Office and CAFM (business process systems)

  • Gravitas to interface with senior business stakeholders and humility to interact effectively at all levels

  • People manager, leader

  • Excellent personal presentation and communication skills