Site Operations Leader — Soft FM & Service Excellence

ISS Facility Services; Chelsfield; On-site; GBP 50,000 - 70,000; Full time

Job summary

ISS Facility Services is seeking a Site Operations Manager to lead the delivery of Soft FM services across Orpington and Beckenham Beacon. You will manage housekeeping, catering, portering, waste and workforce planning while building strong client relationships and driving continuous improvement.

You will ensure compliance with HSE, food safety and environmental regs, manage budgets and contracts, and lead multi-disciplinary teams to deliver outstanding customer experiences in a fast-paced

Qualifications

• FM Level 3-4 qualification or equivalent in Facilities or Service Management.
• Hospitality Management qualification or equivalent hotel operations training.
• Proven leadership experience within Soft FM or hospitality operations.
• Strong commercial awareness with experience managing budgets and contracts.
• Excellent interpersonal, communication and organisational skills.
• Proactive, calm and professional approach in a fast-paced environment.
• Proficiency in CAFM systems, Microsoft Office, Excel and digital reporting tools.

Responsibilities

• Lead and manage Soft FM teams across multiple service lines, ensuring consistent service excellence.
• Act as the primary point of contact for clients and stakeholders, building trusted relationships.
• Oversee day-to-day delivery of housekeeping, catering, portering, waste and workforce management services.
• Ensure services meet KPIs, SLAs, contractual requirements and quality standards.
• Drive continuous improvement, sustainability initiatives and digital solution adoption.
• Lead workforce planning, performance management and team engagement programs.
• Maintain compliance with HSE, food safety and environmental regulations including audits.
• Manage budgets, monitor expenditure and support contract reviews and service development.
• Demonstrate strong commercial awareness and effective contract management.

Skills

Leadership

Client relationship management

Communication

Organisational skills

Commercial awareness

Budget management

Contract management

Proactive and calm under pressure

Education

FM Level 3-4 qualification or equivalent in Facilities or Service Management

Hospitality Management qualification or equivalent hotel operations training

Tools

CAFM systems

Microsoft Office

Excel

Digital reporting tools

Job description

ISS Facility Services is seeking a Site Operations Manager to lead the delivery of Soft FM services across Orpington and Beckenham Beacon. You will manage housekeeping, catering, portering, waste and workforce planning while building strong client relationships and driving continuous improvement.

You will ensure compliance with HSE, food safety and environmental regs, manage budgets and contracts, and lead multi-disciplinary teams to deliver outstanding customer experiences in a fast-paced