Operations Support Lead

BGIS; City of Brisbane; On-site; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Spot recognition vouchers

Employee referral bonus $2,000

Fitness Passport

Job summary

BGIS is seeking an experienced Operations Support Lead (Soft Services) to oversee end-to-end soft service delivery across a national aviation portfolio. Reporting to the Account Manager, you will manage vendor performance, ensure contract KPIs, and uphold service standards across sites nationally.

This role suits a calm, organised leader who can bring structure to a fast-moving environment. You will have ownership of the portfolio with opportunities to shape improvements, manage budgets, and

Qualifications

• Proven experience managing a soft services portfolio, including cleaning and waste management.
• Experience delivering integrated facilities management or property services.
• Advanced computer proficiency and strong data analysis skills.
• Warm and effective communication and stakeholder engagement skills.
• Willingness to travel nationally and provide occasional after-hours supervision.

Responsibilities

• Oversee the end-to-end delivery of soft services nationally, including cleaning, waste management, pest control, hygiene, grounds maintenance, and stationery.
• Manage the performance of the national cleaning and waste provider, and coordinate service delivery across multiple landlords.
• Ensure contractual KPIs are consistently achieved and service standards prevent abatements.
• Schedule routine and periodical soft service activities, communicating any changes promptly.
• Manage the national soft services budget with full P&L responsibility, identifying cost reduction opportunities.
• Conduct site audits and inspections, using insights to inform quarterly vendor performance reviews.
• Coordinate contractor training, vetting, inductions, and ASIC clearances.
• Complete incident reports and investigations, ensuring root causes are resolved.
• Support sustainability initiatives, including waste stream improvements and progress toward zero waste by 2030.
• Propose monthly innovations that enhance efficiency, sustainability, and client experience.

Skills

Soft services portfolio

Cleaning & waste management

Data analysis

Communication

Stakeholder engagement

Education

Facilities Management qualification

Job description

Operations Support Lead (Soft Services) – Brisbane

Location: South Bank, Brisbane, QLD

Company: BGIS, Aviation Client

Employment Type: Full-Time, Permanent, On-Site with National Travel

We acknowledge the Traditional Custodians of the land on which we work, and pay our respects to Elders past, present and emerging.

About BGIS

BGIS is a global provider of integrated facilities management, delivering innovative and sustainable solutions to clients across various industries. We pride ourselves on our collaborative and inclusive culture, and on maintaining high standards of safety, quality, and service.

Purpose of the Role

BGIS is looking for an experienced Operations Support Lead (Soft Services) to oversee the end-to-end delivery of soft services across a national aviation portfolio. Reporting to the Account Manager, you will work closely with client and BGIS teams to manage vendor performance, ensure contractual obligations are met, and support consistent service standards across sites nationally. This is a busy and varied account that would suit someone calm, steadfast, and well organised, who enjoys bringing structure to a fast-moving environment. You'll have genuine ownership of your portfolio, with real scope to shape improvements and make a difference to how services are delivered.

Key Responsibilities

• Oversee the end-to-end delivery of soft services nationally, including cleaning, waste management, pest control, hygiene, grounds maintenance, and stationery.
• Manage the performance of the national cleaning and waste provider, and coordinate service delivery across multiple landlords.
• Ensure contractual KPIs are consistently achieved and service standards prevent abatements.
• Schedule routine and periodical soft service activities, communicating any changes promptly.
• Manage the national soft services budget with full P&L responsibility, identifying cost reduction opportunities.
• Conduct site audits and inspections, using insights to inform quarterly vendor performance reviews.
• Coordinate contractor training, vetting, inductions, and ASIC clearances.
• Complete incident reports and investigations, ensuring root causes are resolved.
• Support sustainability initiatives, including waste stream improvements and progress toward zero waste by 2030.
• Propose monthly innovations that enhance efficiency, sustainability, and client experience.

Education, Experience & Skills

Essential:

• Proven experience managing a soft services portfolio, including cleaning and waste management.
• Experience delivering integrated facilities management or property services.
• Experience managing subcontractors and large-scale service activities.
• Sound commercial acumen, with experience managing budgets and financial processes.
• Strong understanding of cleaning and waste industry practices, relevant legislation, and WHS guidelines.
• Advanced computer proficiency and strong data analysis skills.
• Warm and effective communication and stakeholder engagement skills.
• Qualification or equivalent experience in Facilities Management.
• Willingness to travel nationally and provide occasional after-hours supervision.

Desirable:

• Experience managing multi-site portfolios and large-scale facilities programs.
• Experience within aviation or another complex, multi-site environment.
• WHS management experience.
• Experience with sustainability initiatives and waste stream development.
• ASIC clearance or eligibility to obtain one.

Why Join BGIS?

Key Benefits Include:

• Spot recognition vouchers and $2,000 employee referral bonus.
• Access to Flare for discounts across retailers, energy, utilities & much more!
• Fitness Passport (access for you and your family to gyms and aquatic centres nationwide), employee discounts, and optional yearly paid flu vaccination vouchers.
• AFR Best Places to Work 2024 & 2025.
• Winner of Inspiring Workplaces Award 2025.
• Endorsed by Work180 as an employer of choice for women.
• Career progression through secondments & internal mobility.
• Health perks including EAP, wellness programs & flu vaccinations.

BGIS is a global provider of facility management, energy and sustainability, project delivery, asset management, and technical services. We employ over 12,000 people worldwide and manage over 50,000 diverse facilities, including critical environments such as data centres. Our clients span sectors including Healthcare, Government, Higher Education, and Utilities.

Eligibility

To be successful in the role, applicants must have full working rights in Australia.