Head of Operations

Mitie; Greater London; On-site; GBP 90,000 - 130,000; Full time

Job summary

Mitie is seeking a Head of Operations - Soft FM to lead the delivery of a major healthcare portfolio, ensuring exceptional service standards and commercial performance.

You will shape strategy, lead large operational teams and maintain strong client relationships while delivering safe, compliant services.

Qualifications

• Senior leadership experience in FM/Healthcare FM or similar complex environments.
• Strong Soft FM delivery across multiple service lines.
• Experience managing large-scale contracts and multi-disciplinary teams.

Responsibilities

• Lead operational delivery of Soft FM services across a healthcare portfolio.
• Develop and execute strategic plans to drive service excellence and continuous improvement.
• Own operational and financial performance, including P&L accountability.

Skills

Senior leadership

Soft FM

Contract management

Stakeholder management

Budget & P&L

Service transformation

Communication

Strategic leadership

Job description

Are you an experienced operational leader with a proven track record of managing large, complex FM contracts?

We're looking for a Head of Operations - Soft FM to lead the delivery of a major healthcare portfolio, ensuring exceptional service standards, commercial performance and customer satisfaction across a multi-service environment.

This is an opportunity to join a high-profile contract where you'll play a critical role in shaping strategy, leading large operational teams and building strong client relationships, whilst delivering safe, efficient and compliant services.

What You'll Be Doing

• Leading the operational delivery of multiple Soft FM services across a complex healthcare environment.
• Developing and delivering strategic plans that drive service excellence, innovation and continuous improvement.
• Taking full ownership of operational and financial performance, including P&L accountability.
• Building trusted relationships with senior client stakeholders and acting as a key escalation point.
• Driving contractual compliance and ensuring KPI and SLA performance targets are consistently achieved.
• Leading, coaching and developing a large management team to create a high-performing and engaged workforce.
• Identifying efficiencies, improving productivity and delivering value without compromising quality.
• Supporting workforce planning, succession planning and talent development initiatives.
• Leading employee relations activity including organisational change, consultation and TUPE where required.

What We're Looking For

We're keen to speak with candidates who can demonstrate:

• Senior leadership experience within Facilities Management, Healthcare FM or a similarly complex operational environment.
• Strong Soft FM expertise, including the delivery of multiple service lines.
• Proven experience managing large-scale contracts and multi-disciplinary teams.
• Excellent stakeholder management skills with the ability to influence at executive level.
• Strong commercial awareness and financial management capability, including budget and P&L responsibility.
• Experience driving service transformation, operational efficiencies and continuous improvement.
• Exceptional communication, presentation and relationship-building skills.
• The ability to balance strategic thinking with a hands-on leadership style.