Operations Manager

Manchester Arndale; Cheltenham; On-site; GBP 50,000 - 70,000; Full time

Job summary

OCS UK & Ireland is seeking an Operations Manager to lead day-to-day FM delivery across a multi-site portfolio. You will drive safety, efficiency and contract compliance while leading site teams and coordinating hard and soft FM services.

The role focuses on achieving KPIs, managing planned and reactive maintenance, and upholding a strong customer service standard across sites in the portfolio.

Qualifications

• Experience in FM Estates or Building Services environments.
• Experience managing multi-site operations.
• Experience leading Hard and Soft FM teams through first-line managers.
• Strong understanding of hard and soft FM service delivery.
• Experience managing contractual KPIs and service levels.
• Strong stakeholder and customer management skills.

Responsibilities

• Provide leadership, direction and support to Area Site Managers, Site Managers, Supervisors and operational teams.
• Ensure operational activities are delivered safely, efficiently and in accordance with contractual requirements.
• Drive consistency of service delivery across all sites within the portfolio.
• Conduct regular site inspections, operational reviews and performance meetings.
• Monitor operational performance and implement corrective actions where required.
• Support the delivery of service improvement initiatives and best practice across the contract.
• Lead the operational delivery of Hard and Soft FM services (self-delivered and Subcontracted).
• Ensure all KPIs, SLAs and customer requirements are achieved; analyse causes and prevent recurrence.
• Oversee PPM, reactive maintenance and remedial works within timescales.
• Monitor service performance and address issues promptly.
• Support minor works and projects as required.
• Promote Health, Safety, Environmental and Quality culture.

Skills

Leadership

People management

Planning

Communication

Stakeholder management

Problem-solving

Education

Degree in Building/Facilities Management

IOSH/NEBOSH certification

Tools

Microsoft Office

CAFM systems

Job description

About The Role:

The Operations Manager is responsible for the day-to-day management and delivery of Facilities Management services across a portfolio of sites. The role ensures services are delivered safely, efficiently, and in accordance with contractual requirements, maintaining high standards of customer service and operational performance.

The post holder will lead operational teams and support functions, ensuring compliance with statutory obligations, achievement of contractual KPIs, and effective management of planned and reactive maintenance activities covering a wide variety of both hard and soft FM services.

Operational Leadership

• Provide leadership, direction and support to Area Site Managers, Site Managers, Supervisors and operational teams.
• Ensure operational activities are delivered safely, efficiently and in accordance with contractual requirements.
• Drive consistency of service delivery across all sites within the portfolio.
• Conduct regular site inspections, operational reviews and performance meetings.
• Monitor operational performance and implement corrective actions where required.
• Support the delivery of service improvement initiatives and best practice across the contract.

Service Delivery

• Lead the operational delivery of Hard and Soft Facilities Management services (both self-delivered and Subcontracted).
• Ensure all contractual KPIs, SLAs and customer requirements are consistently achieved and where they are not, analyses causes and implement strategies to prevent recurrence.
• Ensure planned preventative maintenance (PPM), reactive maintenance and remedial works are completed within agreed timescales (statutory, regulatory, Contractual).
• Monitor service performance and address operational issues and service failures promptly.
• Support the delivery of minor works and projects where required.

Compliance, Health & Safety

• Promote and maintain a positive Health, Safety, Environmental and Quality culture.
• Ensure full compliance with statutory requirements, company policies and contractual obligations.
• Oversee Permit to Work processes, risk assessments and Safe Systems of Work.
• Ensure statutory inspections, maintenance activities and remedial actions are completed and recorded.
• Support audits, inspections and compliance reviews.
• Investigate incidents, identify root causes and ensure corrective actions are implemented.
• Ensure all site personnel maintain required training, qualifications and competency standards.

Asset and Maintenance Management

• Manage planned and reactive maintenance activities across the portfolio.
• Monitor asset performance and support lifecycle planning activities.
• Ensure asset registers, maintenance records and compliance documentation remain accurate and up to date.
• Support effective CAFM utilisation and data integrity.
• Monitor critical spares, inventory levels and maintenance resources to ensure operational resilience.

Client and Stakeholder Management

• Act as the primary operational contact for site-based client representatives.
• Develop and maintain effective working relationships with clients, stakeholders and service partners.
• Attend operational review meetings and provide updates on service performance.
• Manage customer concerns, complaints and operational escalations through to resolution.
• Support customer satisfaction initiatives and continuous service improvement.

Contractor Management

• Manage subcontractor performance to ensure compliance with contractual and statutory requirements.
• Conduct contractor audits, reviews and performance assessments.
• Ensure contractors operate safely and deliver services in line with agreed standards.

Essential Experience

• Experience within Facilities Management, Estates Management, or Building Services environments.
• Experience managing multi-site operations.
• Experience leading both Hard and Soft FM operational teams through first-line managers.
• Strong understanding of hard and soft FM service delivery.
• Experience managing contractual KPIs and service levels.
• Strong stakeholder and customer management skills.

Essential Skills

• Leadership and people management.
• Performance management.
• Communication and influencing skills.
• Organisational and planning capability.
• Problem-solving and decision-making skills.
• Customer-focused approach.
• Proficiency in Microsoft Office and CAFM systems.

Essential Qualifications

• Degree, HNC, HND, NVQ Level 5, or equivalent qualification in: Building Services Engineering, Electrical Engineering, Facilities Management, Construction Management, Asset Management, Engineering Management
• IOSH Managing Safely or NEBOSH General Certificate.

Desirable Qualifications

• Membership of a recognised professional body (IWFM, IET, CIBSE, IMechE, CIOB, RICS or equivalent).
• Legionella Management qualification.
• CIBSE or Engineering Management qualification.
• IWFM Qualification

About The Company:

OCS UK & Ireland is a leading facilities management company with 50,000+ colleagues and a turnover in excess of £2bn.We deliver innovative, award-winning services within facilities management, hard services, cleaning, security and catering.

Our mission is to make people and places the best they can be for our colleagues, customers and the communities we serve. Our commitment to doing business the right way is rooted in our TRUE values - Trust, Respect, Unity, and Empowerment.

Why Work for OCS?

Award-Winning Employer: Ranked 36th on Glassdoor’s Best Companies to Work For 2025 — we value and motivate our people.

Digital Learning: The OCS Academy offers digital courses and resources to help you build skills and grow your career.

Retail Perks With our Hapi app, you can gain access to exclusive discounts, rewards and wellbeing resources.

Professional Growth: 600+ live learners across UK&I — Empowering colleagues with further development and qualifications!

Flexible Pay: Access a portion of earned wages before payday with our Wagestream App! (Contract Specific)

We are an equal opportunities employer and rely on a diverse workforce with a broad range of knowledge, skills, and backgrounds to deliver our goals. We offer an inclusive and welcoming environment and actively encourage applications from all individuals regardless of race, gender, nationality, religion, sexual orientation, disability, or age.