Operations Manager

ISS; Greater London; On-site; GBP 65,000 - 90,000; Full time

Job summary

ISS is seeking a Senior Operations Manager to lead the day-to-day delivery and development of Soft FM Services in the Greater London area. You will ensure continuity of service within financial parameters, uphold safety and quality, and drive improvement across multiple service areas.

The role requires strong people management and operational excellence, with experience in client liaison, cost control, and stakeholder management.

Qualifications

• Strong focus on people management, operational excellence, financial control and continuous improvement.
• Management experience, preferably in a multi-functional hospital environment.
• Experience managing various grades of staff.
• Experience of client liaison and negotiation.
• Excellent verbal and written communication skills.
• Good numeracy skills with the ability to understand budgets.
• Competent user of Microsoft Office, particularly Word and Excel.

Responsibilities

• Lead and manage Soft FM Services, ensuring employees can carry out their roles efficiently, effectively and safely.
• Build and maintain effective working relationships with staff, clients, subcontractors and service users.
• Develop and monitor objectives, targets and business plans for services under your control.
• Manage, develop and motivate teams, including recruitment, training, appraisals and performance management.
• Promote effective communication through regular meetings, briefings and engagement with operational teams.
• Ensure services meet and exceed agreed quality standards while driving continuous improvement.
• Maintain a healthy, safe and secure working environment, including risk assessments and incident reporting procedures.
• Control resources and finances, identifying opportunities to reduce costs, minimise waste and improve profitability.
• Management experience, preferably in a multi-functional hospital environment.
• Experience managing various grades of staff.
• Experience of client liaison and negotiation.
• Strong problem‑solving skills.
• Excellent verbal and written communication skills.
• Good numeracy skills with the ability to understand budgets.
• Competent user of Microsoft Office, particularly Word and Excel.

Skills

People management

Budgeting

Stakeholder management

Leadership

MS Office

Tools

Excel

Word

Job description

We are seeking a Senior Operations Manager to lead the day-to-day delivery and development of Soft FM Services, ensuring continuity of service within agreed financial parameters, operational procedures and legislative requirements.

The successful candidate will be responsible for maintaining high standards of operational performance while supporting the achievement and improvement of service delivery targets, We are looking for a professional and experienced leader who can provide direction, guidance and support across multiple service areas, develop effective relationships with clients and stakeholders, and ensure services are delivered efficiently, effectively and safely.

This role requires a strong focus on people management, operational excellence, financial control and continuous improvement.

Key Responsibilities

• Lead and manage Soft FM Services, ensuring employees can carry out their roles efficiently, effectively and safely.
• Build and maintain effective working relationships with staff, clients, subcontractors and service users.
• Develop and monitor objectives, targets and business plans for services under your control.
• Manage, develop and motivate teams, including recruitment, training, appraisals and performance management.
• Promote effective communication through regular meetings, briefings and engagement with operational teams.
• Ensure services meet and exceed agreed quality standards while driving continuous improvement.
• Maintain a healthy, safe and secure working environment, including risk assessments and incident reporting procedures.
• Control resources and finances, identifying opportunities to reduce costs, minimise waste and improve profitability.
• Management experience, preferably in a multi-functional hospital environment.
• Experience managing various grades of staff.
• Experience of client liaison and negotiation.
• Strong problem‑solving skills.
• Excellent verbal and written communication skills.
• Good numeracy skills with the ability to understand budgets.
• Competent user of Microsoft Office, particularly Word and Excel.

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,

#aplacetobeyou,

#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.