Head of Operations

Mitie; Greater London; On-site; GBP 70,000 - 90,000; Full time

Job summary

A leading facilities management provider is seeking a Head of Operations to deliver exceptional Total Facilities Management services across a prestigious portfolio in London. In this key role, you will lead teams responsible for multiple services, ensuring high standards and compliance, while fostering strong client relationships. Ideal candidates will have extensive leadership experience in Facilities Management, excellent communication skills, and a commitment to operational excellence. This role offers a chance to shape a high-profile contract's culture and performance.

Qualifications

• Strong track record of senior leadership within Facilities Management.
• Extensive hands-on experience operating at scale.
• Deep understanding of statutory compliance and FM best practice.

Responsibilities

• Lead the delivery of all TFM services across a prestigious portfolio.
• Build strong relationships with client representatives.
• Produce monthly operational and performance reports.
• Lead, motivate and develop the site management team.

Skills

Senior leadership

Communication skills

Stakeholder management

Performance management

Team leadership

Education

IOSH Managing Safely

IWFM Level 3 Diploma

Job description

Head of Operations – Central London (Prestige Multi‑Site Portfolio)

The Foreign, Commonwealth and Development Office – London onsite

A career‑defining leadership role with the UK's leading FM provider.

This is an opportunity to step into one of our most high‑profile operational leadership roles — shaping the performance, culture and customer experience across a cluster of large, complex, multi‑tenanted buildings in the heart of London.

Why this role matters

As Head of Operations you will lead a fully integrated Total Facilities Management (TFM) service, bringing together M&E, cleaning, catering, porterage and workplace support teams to deliver a seamless, high‑performing service that consistently exceeds expectations. Your leadership will directly influence customer satisfaction, operational excellence, safety performance and the overall success of a flagship contract.

Key Responsibilities

Operational Leadership

• Lead the delivery of all TFM services across a prestigious London portfolio
• Hold daily operational briefings, weekly incident reviews and monthly QSHE forums
• Drive consistent standards through robust processes, SOPs and work instructions
• Ensure safe systems of work, statutory compliance and competent teams

Client & Stakeholder Engagement

• Build strong, trusted relationships with client representatives
• Provide clear, credible operational insight and assurance
• Manage expectations with professionalism and pace

Performance & Quality Management

• Produce monthly operational and performance reports
• Monitor KPIs, SLAs and budget performance
• Conduct quality audits and champion continuous improvement

People Leadership

• Lead, motivate and develop the site management team
• Embed a culture of accountability, collaboration and customer focus
• Ensure training, competency and safety standards are consistently met

Programme & Supply Chain Management

• Oversee planned, reactive and project works
• Coordinate service teams and supply chain partners
• Ensure accurate data, reporting and information flow across the contract

What you bring

• A strong track record of senior leadership within Facilities Management, with extensive hands‑on experience operating at scale
• Hard and soft services required
• Strong communication, influencing and stakeholder‑management skills
• A calm, authoritative presence under pressure
• Deep understanding of statutory compliance and FM best practice
• Proven ability to lead diverse teams and deliver exceptional service
• IOSH Managing Safely (minimum) and IWFM Level 3 Diploma
• SC clearance preferred, or eligibility to work towards obtaining it
• NEBOSH and technical FM knowledge desirable

Why this role stands out

This is more than an operational role — it’s a chance to shape the culture, performance and reputation of a major London contract. You’ll be at the centre of a fast‑paced, high‑expectation environment where your leadership genuinely makes a difference.