Director of Operations & Performance Delivery

CBRE Global Workplace Solutions (GWS); Stevenage; On-site; GBP 90,000 - 120,000; Full time

Job summary

CBRE Global Workplace Solutions (GWS) in Stevenage seeks a senior leader to oversee operational delivery and team performance across client accounts. You will drive productivity, set expectations and ensure service levels align with contractual obligations.

The role emphasizes governance, safety, financial oversight and cross‑functional collaboration to deliver continuous improvement and client value while upholding CBRE's values.

Responsibilities

• Accountable for the leadership, development and performance of operational teams, including workforce planning, recruitment, coaching, succession planning, performance management, training and annual reviews.
• Provide formal supervision and direction to employees, setting clear expectations and promoting a high-performance culture.
• Establish, monitor and deliver departmental objectives, priorities and deadlines.
• Accountable for delivery of operational metrics as defined by operating contract.
• Drive operational excellence and efficiency across all service lines, challenging existing practices and identifying opportunities for continuous improvement.
• Lead regular reviews of subcontracted services, identifying opportunities to improve performance and move to self-delivery where commercially and operationally advantageous.
• Oversee day-to-day operational activities, ensuring resources are effectively deployed to deliver contractual obligations and service level agreements.
• Collaborate with Operational Excellence, Compliance, EHS, Finance and other support functions to ensure consistent and effective service delivery.
• Accountable for the delivery of operational performance metrics and key account KPIs.
• Maintain oversight of operational budgets, expenditure approvals and forecasting activities in partnership with Finance and account leadership.
• Support the achievement of account financial targets through efficient resource management and productivity improvements.
• Act as a key member of the account Senior Leadership Team, representing the Regional Facilities Director when required
• Attend and lead client governance meetings as appropriate, maintaining strong relationships and ensuring client expectations are met or exceeded.
• Contribute to weekly, monthly and quarterly business reviews, providing operational insight, performance updates and improvement plans.
• Ensure full compliance with CBRE and client policies, procedures and standards, communicating expectations clearly across operational teams.
• Promote a strong safety culture and ensure all activities are conducted in accordance with EHS requirements.
• Lead by example and model behaviours consistent with CBRE's RISE values.
• Influence stakeholders across multiple functions to achieve shared business objectives.
• Apply broad operational knowledge and business acumen to drive departmental and account performance.
• Identify, troubleshoot and resolve complex operational and organisational challenges, implementing sustainable solutions and continuous improvements.

Job description

CBRE Global Workplace Solutions (GWS) in Stevenage seeks a senior leader to oversee operational delivery and team performance across client accounts. You will drive productivity, set expectations and ensure service levels align with contractual obligations.

The role emphasizes governance, safety, financial oversight and cross‑functional collaboration to deliver continuous improvement and client value while upholding CBRE's values.