Operations/Soft Services Lead

ISS Facility Services UK; Knutsford; On-site; GBP 55,000 - 75,000; Full time

Job summary

ISS Facility Services UK is seeking an experienced Operations Lead to provide senior operational leadership across a complex, high-profile campus environment, with a strong emphasis on Soft FM and cleaning services.

Reporting to the Campus Lead, you will drive service excellence, manage multi-disciplinary teams, ensure HSEQ compliance, and develop improvements that enhance customer outcomes and financial performance.

Qualifications

• Operational leadership experience in a complex, multi-service environment.
• Strong background in managing cleaning services in corporate or high-standard settings.
• Proven experience leading large, diverse teams.
• Customer-focused with ability to build trusted stakeholder relationships.
• Financial acumen including budget planning and resource optimisation.
• Excellent communication and influencing skills; compliant with HSEQ requirements.

Responsibilities

• Lead and maintain operational control across all Soft FM services, ensuring exceptional service delivery and operational excellence across the campus.
• Drive a customer-centric culture, regularly reviewing service performance and identifying opportunities for improvement and added value.
• Provide leadership and direction to multi-disciplined teams across cleaning and janitorial services, logistics and landscaping.
• Ensure full compliance with Health, Safety, Environment and Quality (HSEQ) policies, procedures and regulatory requirements.
• Develop, coach and inspire teams to achieve high levels of performance, accountability, engagement and service excellence.
• Manage operational budgets, workforce planning and resource deployment to maximise productivity and financial performance.
• Build and maintain strong relationships with clients, senior stakeholders, suppliers and wider business leadership teams.
• Identify and implement continuous improvement initiatives that enhance customer outcomes, operational efficiency and overall business performance.

Skills

Operational Leadership

Cleaning Services

Team Leadership

Stakeholder Management

Budget Management

HSEQ Knowledge

Communication Skills

Job description

ISS Facilities Services UK are now seeking an experienced and customer-focused Operations Lead to provide senior operational leadership across a complex, high-profile campus environment.

Job Overview

Reporting to the Campus Lead, the Operations Lead will be responsible for leading Soft FM operations, with a particular emphasis on cleaning services, while ensuring safe, seamless and high-quality service delivery across multiple service lines, including logistics and landscaping.

This is a key leadership role requiring a visible and credible operational leader who can translate strategic objectives into operational excellence, build strong stakeholder relationships, and foster a culture of accountability, engagement and continuous improvement. The successful candidate will play an important role in driving service excellence, operational resilience and a high-quality workplace experience, while ensuring compliance, commercial performance and team development objectives are achieved.

Key Responsibilities

• Lead and maintain operational control across all Soft FM services, ensuring exceptional service delivery and operational excellence across the campus.
• Drive a customer-centric culture, regularly reviewing service performance and identifying opportunities for improvement and added value.
• Provide leadership and direction to multi-disciplined teams across cleaning and janitorial services, logistics and landscaping.
• Ensure full compliance with Health, Safety, Environment and Quality (HSEQ) policies, procedures and regulatory requirements.
• Develop, coach and inspire teams to achieve high levels of performance, accountability, engagement and service excellence.
• Manage operational budgets, workforce planning and resource deployment to maximise productivity and financial performance.
• Build and maintain strong relationships with clients, senior stakeholders, suppliers and wider business leadership teams.
• Identify and implement continuous improvement initiatives that enhance customer outcomes, operational efficiency and overall business performance.

Person Specification

• Previous operational leadership experience within a complex, multi-service environment.
• Strong background in managing cleaning services, ideally within corporate, hospitality, higher education or similarly high-standard environments.
• Proven experience leading and developing large and diverse teams.
• Strong customer focus with the ability to build trusted stakeholder relationships at all levels.
• Sound financial acumen, including budget management, workforce planning and resource optimisation.
• Strong communication and influencing skills, with the ability to engage effectively with senior stakeholders.
• Good understanding of health, safety and compliance requirements.
• A continuous improvement mindset with the ability to drive operational excellence and innovation.

The Company

ISS is a global leader in workplace and facilities management, helping organisations create environments where people and businesses can thrive. We partner with clients across sectors—from healthcare to finance to deliver smart, sustainable solutions that improve everyday experiences.

We’re proud to be an inclusive employer, committed to diversity, wellbeing, and supporting the Armed Forces community.

As a Disability Confident employer, we’re committed to making our recruitment process accessible. If you require any adjustments, please contact our Resourcing Team—we’ll be happy to support you.

Join ISS and be part of something bigger.