Head of Operations - Soft FM

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

Job summary

Mitie in London is seeking a Head of Operations for Soft FM to lead delivery of a major healthcare portfolio, ensuring service excellence, commercial performance and client satisfaction.

You will shape strategy, oversee large operational teams, manage TUPE when required, drive efficiency, and maintain KPI/SLA targets across a multi-service environment.

Qualifications

• 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.

Responsibilities

• Lead delivery of multiple Soft FM services across a complex healthcare environment.
• Develop strategic plans that drive service excellence, innovation and continuous improvement.
• Take full ownership of operational and financial performance, including P&L accountability.
• Build trusted relationships with senior client stakeholders and act as a key escalation point.
• Drive contractual compliance and ensure KPI and SLA targets are met.
• Lead, coach and develop a large management team to create a high-performing workforce.
• Identify efficiencies, improve productivity and deliver value without compromising quality.
• Support workforce planning, succession planning and talent development initiatives.
• Lead employee relations activity including organisational change and TUPE where required.

Skills

Senior leadership

Facilities Management

Soft FM

P&L ownership

Stakeholder management

Contract management

Job description

Head of Operations - Soft FMLondon | Full Time

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.