Cleaning Operations Manager

ISS Facility Services UK; Greater London; On-site; GBP 45,000 - 60,000; Full time

Job summary

ISS Facility Services UK is seeking an experienced Operations Manager to lead a team of 33 frontline cleaning staff and two Senior Housekeepers at a London site, ensuring safety, support and high performance.

You will oversee delivery of soft FM cleaning services, manage shifts including weekend rota, build strong client relationships, and drive continuous improvements while ensuring compliance with SLAs and health and safety standards.

Qualifications

• Proven experience leading large cleaning or facilities teams.
• Strong people management and leadership skills.
• Good understanding of health and safety regulations and ESG basics.

Responsibilities

• Lead day-to-day delivery of cleaning services and maintain high standards.
• Manage 33 frontline staff and 2 Senior Housekeepers, including rostering and performance.
• Oversee shifts (morning/late) and 1-in-6 weekend rota; ensure client satisfaction.
• Ensure compliance with SLAs, KPIs, health and safety, and ESG requirements.
• Deliver training and toolbox talks; manage investigations and disciplinary matters.

Skills

Operational management

People management

Stakeholder management

Health and safety

Microsoft Office

Tools

MS Office

Job description

OPERATIONS MANAGER (CLEANING)

Contract: Professional Services, Production & Technology

Location: London, WC2N 6RH

Hours of work: 40 hrs per week

Contract Type: Permanent

We are seeking an experienced Operations Manager to lead and support a team of 33 frontline cleaning staff and two Senior Housekeepers, ensuring colleagues are safe, well-supported and able to perform at their best.

The successful candidate will be responsible for the delivery of Soft FM services (cleaning services only), maintaining consistently high standards across the site.

Job Description

We are looking for a proactive and people-focused leader who can build strong client relationships, manage operational performance, and ensure excellent service delivery.

This role involves overseeing morning and late shift teams, participating in a 1-in-6 weekend rota, and acting as a key on-site point of contact for operational matters.

Key Responsibilities

• Lead the day-to-day delivery of cleaning services, ensuring high standards of service and operational excellence.
• Manage a team of 33 frontline cleaning staff and provide leadership and support to two Senior Housekeepers.
• Plan staffing levels and rotas to ensure all shifts are adequately covered.
• Handle day-to-day people management matters, including absence management, investigations, complaints and disciplinary issues.
• Deliver training sessions and toolbox talks, ensuring all required BICS training is completed and maintained.
• Build and maintain strong relationships with client representatives and key stakeholders, ensuring excellent service delivery.
• Ensure compliance with SLAs, KPIs, statutory requirements, health and safety standards, environmental requirements and company policies.
• Monitor site performance, manage risks, support budget control, oversee contractors on site, and drive continuous improvement initiatives.

About You

• Proven operational management experience - ideally within facilities management, workplace services or a similar environment. With experience in housekeeping or cleaning services advantageous.
• Experience managing a large and complex operation.
• Strong people management skills with the ability to engage, motivate and develop teams.
• Demonstrated experience in stakeholder and client relationship management.
• Strong understanding of health and safety, statutory compliance and ESG requirements.
• Competent user of Microsoft Office and workplace systems.
• Highly organised, resilient and solutions-focused, with strong problem‑solving and decision‑making abilities.
• Proven experience leading large teams with a focus on engagement, development and performance.
• Ability to identify operational risks and implement effective mitigation strategies.
• Flexible and comfortable to work weekends (once every 6 weeks – with time given back in lieu)

The Company

ISS is a global leader in workplace and facilities management, helping organisations create environments where people and businesses can thrive. We partner with clients across sectors—from healthcare to finance—to deliver smart, sustainable solutions that improve everyday experiences.

We’re proud to be an inclusive employer, committed to diversity, wellbeing, and supporting the Armed Forces community.

As a Disability Confident employer, we’re committed to making our recruitment process accessible. If you require any adjustments, please contact our Resourcing Team—we’ll be happy to support you.

Join ISS and be part of something bigger.