Central Operations Manager

Arcus FM; Bletchley; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading facilities management company in the UK is seeking a Central Operations Manager to oversee operational compliance, efficiency, and profitability across Integrated Facilities Management service lines. The ideal candidate will have strong leadership experience and proficiency in management tools like Smartsheet and Power BI. Responsibilities include monitoring SLA/KPI performance and managing billing accuracy. This role offers a dynamic environment with opportunities for process improvement and team leadership.

Qualifications

• Proficiency in Smartsheet, Excel, DocuSign, Power BI, and SharePoint.
• Strong understanding of CMMS platforms.
• Experience in helpdesk or contact centre operations within IFM.
• Leadership experience managing a support team.

Responsibilities

• Monitor compliance and documentation.
• Manage billing accuracy and Work in Progress.
• Track SLA/KPI performance.
• Schedule PPM and vendor bookings.
• Generate data analysis and insights.
• Liaise with Central Helpdesk.

Skills

Proficiency in Smartsheet

Proficiency in Excel

Proficiency in DocuSign

Proficiency in Power BI

Proficiency in SharePoint

Strong organisational and planning skills

Excellent stakeholder engagement and communication

Financial acumen

Education

Business Administration at ILM level 3 or equivalent

Tools

CMMS platforms

Job description

Overview

The Central Operations Manager is the operational backbone for the key client account, supporting all Integrated Facilities Management (IFM) service lines – soft and hard services – across the estate. This role ensures compliance, efficiency, and profitability through process ownership, system optimisation, and team leadership. The role also owns the relationship with functional teams on systems and technology used across the account, ensuring processes are mapped and technology is leveraged effectively.

Responsibilities

• Compliance monitoring and documentation.
• Billing accuracy and Work in Progress (WIP) management.
• SLA/KPI tracking and reporting.
• PPM scheduling and vendor bookings.
• Data analysis and insights generation.
• Liaison with Central Helpdesk.
• Resilience planning and contingency support.
• Act as the go‑to person for all processes on the account.
• IFM Service Line Support: Provide operational oversight across all IFM service lines (soft and hard services & Safety).
• Systems, Technology Ownership & Digital Tools: Own the relationship with functional teams for all systems and technology used on the account, drive system developments and continuous improvements, champion automation and process efficiency using low‑code tools such as Smartsheet, Power BI, SharePoint, DocuSign.
• Financial Governance: Liaise with the Finance Manager to ensure adherence to the cost model, support efficient operations to drive profitability and work tactically with the supply chain on rate cards, pricing, and system usage.
• Compliance & Process Ownership: Ensure all processes are followed consistently across service lines, maintain accurate records for audits and governance, advocate for lean, simple, and fast processes aligned with organisational values.

Qualifications

• Business Administration at ILM level 3 qualification (or equivalent experience).
• Knowledge and Experience:
  • Proficiency in Smartsheet, Excel, DocuSign, Power BI, and SharePoint.
  • Strong understanding of CMMS platforms and related systems.
  • Background in IFM contract support functions.
  • Experience in helpdesk or contact centre operations within IFM.
  • Leadership Experience:
    • Previous experience as a team leader or managing a support team.
• Skills & Competencies:
  • Strong organisational and planning skills.
  • Excellent stakeholder engagement and communication.
  • Financial acumen and understanding of cost models.
  • Ability to lead process improvement and automation initiatives.
• KPIs:
  • Compliance and SLA/KPI performance.
  • Accuracy and timeliness of CMMS data and workflows.
  • Billing and WIP accuracy.
  • Successful implementation of automation projects.
  • Stakeholder satisfaction and engagement.

EEO Statement

Disability Confident employer scheme. A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer.