Head of FM Contract Operations

ISS UK Limited; Weybridge; On-site; GBP 90,000 - 120,000; Full time

Job summary

ISS UK Limited is seeking a senior operational leader to own the Contract Operations framework underpinning delivery across a large UK contract. You will guide regional support teams, oversee governance and assurance, and drive continuous improvement to meet client expectations.

Working with the senior leadership team, you will implement consistent processes, optimise performance and ensure data integrity across multiple regions while developing a high-performing function.

Qualifications

• Proven experience leading operational teams within facilities management.
• Experience establishing governance frameworks, controls and assurance activities.
• Experience managing regional or multi-contract operations.
• Knowledge of maintenance planning, backlog and billable works processes.
• Ability to produce management information and data-led insights.

Responsibilities

• Lead, manage and develop Regional Contract Operations Leads and teams.
• Implement and maintain a consistent Contract Operations framework across regions.
• Oversee workforce readiness activities including onboarding and training compliance.
• Ensure service control processes for maintenance activities are in place.
• Drive use of operational systems and data quality for reporting.
• Oversee asset management, audits and corrective actions.
• Maintain governance, risk and assurance frameworks and escalate issues.
• Lead continuous improvement initiatives across processes and reporting.

Skills

Operational leadership

Facilities management

Governance & assurance

Data analytics

Stakeholder management

Cross-regional leadership

Tools

CAFMs/CMMS

Job description

We are seeking a senior operational leader to take ownership of the operational support framework that underpins successful facilities management service delivery across a large, complex UK contract.

This role is responsible for ensuring that people, processes, systems, governance and assurance controls are implemented consistently, enabling frontline teams to operate effectively and deliver against client expectations.

Job Description

We are looking for an experienced professional who can provide strategic leadership, drive operational excellence and develop a high-performing Contract Operations function.

Working as part of the senior leadership team, you will lead regional operational support teams, oversee critical management information and assurance processes, and deliver continuous improvement across multiple regions.

Key Responsibilities

• Lead, manage and develop Regional Contract Operations Leads, setting clear objectives, accountability and performance standards.
• Implement and maintain a consistent Contract Operations framework across all regions, ensuring aligned processes, controls and governance.
• Oversee workforce readiness activities, including onboarding, vetting, inductions, training compliance and competency monitoring.
• Ensure effective service control processes are in place for planned, reactive and corrective maintenance activities, including backlog and billable works oversight.
• Drive the effective use of operational systems, ensuring accurate data capture, reporting consistency and management information quality.
• Oversee asset management, assurance activities, audits, inspections and the tracking of corrective actions through to completion.
• Maintain governance, risk and assurance frameworks, escalating material risks, compliance concerns and operational exceptions where required.
• Lead continuous improvement initiatives across operational processes, systems, workforce readiness, reporting and assurance arrangements.

Professional and Personal Competencies/Qualifications

• Proven experience in operational leadership within facilities management, either at Key Account Management level or through progression from a Contract Support background into senior management.
• Demonstrable experience establishing and managing operational processes, governance frameworks, controls and assurance activities.
• Experience leading geographically dispersed teams and embedding consistent standards across multiple regions or contracts.
• Strong knowledge of maintenance planning, reactive and corrective work management, service backlogs and billable works processes.
• Experience using CAFM, CMMS or comparable operational management systems.
• Strong analytical capability with experience producing management information, performance reporting and data-led insights.
• Proven experience managing operational risk, compliance, audit actions and continuous improvement programmes.
• Ability to build effective relationships with commercial, finance, HR, technical and operational stakeholders at all levels.

The Company

ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience. Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it’s hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people.

We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference. #Becomewhoyouwant, #Bepartofsomethingbigger,

#facilitiesmanagement

ISS is proud to be a diverse and inclusive employer.

ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste), religion or belief, sex, sexual orientation or educational background.

We are proud to be a Gold Employer Recognition Scheme (ERS) award holder and a signatory of the Armed Forces Covenant, recognising our commitment to supporting veterans, reservists, and military families. Through our Joint Forces Programme, we provide mentoring and support to members of the Armed Forces community and their spouses as they transition into civilian careers.

We are a Disability Confident Committed (Level 2) employer, proudly supporting and promoting inclusive hiring practices in line with the UK government’s Disability Confident scheme.

Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.