Senior Operations Manager (Security & Porter )

ISS; England; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading facility management company in the UK is seeking an operational leader to manage multi-site teams and enhance patient experience. The role involves overseeing portering and security operations, ensuring compliance with standards, and managing budgets and resources. Ideal candidates will have significant senior leadership experience within the NHS or Soft FM sectors, alongside relevant certifications. This position offers a dynamic opportunity to drive operational excellence across various sites.

Qualifications

• Significant senior leadership experience in Soft FM, Security, Portering, or NHS operations.
• Proven knowledge of NHS security frameworks, LSMS standards, and safeguarding.
• Demonstrated experience in service transformation and digital innovation.

Responsibilities

• Lead portering and security operations across three sites.
• Drive service improvement through KPIs, audits, and stakeholder feedback.
• Manage budgets, resources, and workforce planning.

Skills

Senior leadership experience in Soft FM

Stakeholder management

Communication skills

Strategic planning

Proficient with CAFM systems

Education

SIA Licence holder

IOSH / NEBOSH certification

Tools

InPhase

e-rostering

Datix

Job description

Job Description

This pivotal role will see you lead multi-site teams, shape operational strategy, manage risk, training, and incident response, and act as a senior representative of ISS with both internal and external stakeholders.

You will have a visible impact on patient experience and staff engagement, driving operational excellence across all sites while contributing to the strategic direction of ISS’s healthcare operations.

Key Responsibilities

• Lead portering and security operations across three sites, ensuring 24/7 delivery, SLA compliance, and operational resilience
• Drive service improvement and innovation through KPIs, audits, digital tools, and stakeholder feedback
• Oversee risk, incident investigations, safeguarding, and compliance with CQC, HSE, and NHS standards
• Lead, coach, and develop a multi-disciplinary workforce, embedding engagement, training, and succession planning
• Represent ISS with clients and stakeholders, supporting strategic planning, contract management, and service redesign
• Manage budgets, resources, procurement, and workforce planning to deliver efficient, cost-effective services

Professional and Personal Competencies / Qualifications

• Significant senior leadership experience in Soft FM, Security, Portering, or NHS operations, ideally in a PFI environment
• SIA Licence holder (frontline) with IOSH / NEBOSH certification
• Proven knowledge of NHS security frameworks, LSMS standards, safeguarding, infection control, fire safety, manual handling, and CQC standards
• Demonstrated experience in strategic planning, service transformation, digital innovation, and operational performance management
• Strong stakeholder management, communication, and negotiation skills
• Proficient with CAFM systems, InPhase / Datix, e-rostering, dashboards, and reporting tools
• Full UK driving licence and willingness to travel across sites
• Solid FM operations background in Security and Portering, with clear ownership and accountability for service delivery

The Company

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.

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 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.