Operations Manager - London

About this role

Purpose of the Role

The purpose of the Operations Manager role is to ensure consistent delivery of FM+ standards and client-specific service agreements through the effective leadership, management, and oversight of the Operations Team. As a key member of the FM+ senior leadership team, the Operations Manager plays an integral role in driving operational excellence, using data, performance insights, and evidence based decision making to support strategic initiatives and continuous improvement.

Working collaboratively with fellow Operations Managers and Coordinators, the Operations Manager is responsible for delivering an exceptional service experience to all stakeholders who engage with or are supported by FM+. The role spans multiple clients and service lines, requiring a flexible and proactive approach to relationship management, service delivery, and operational performance. To strengthen client partnerships and enhance service outcomes, the Operations Manager will also be expected to attend client offices and sites as required.

Key Responsibilities

• Lead, manage, and develop the Operations Team, providing day to day leadership, performance oversight, coaching, and support to ensure the consistent delivery of FM+ standards and client specific service requirements.
• Conduct regular audits of operational systems, processes, and data, ensuring compliance with FM+ expectations, identifying areas for improvement, and driving corrective actions where required.
• Produce, analyse, and present operational performance reports to senior stakeholders, demonstrating service delivery outcomes, compliance levels, key trends, risks, opportunities, and adherence to FM+ operational standards.
• Undertake weekly reviews of all high risk Health & Safety actions across the managed portfolio, ensuring appropriate ownership, progress tracking, escalation of overdue actions, and mitigation of potential risks to clients, residents, and service partners.
• Carry out monthly reviews of medium, low, and recommendation-level Health & Safety actions, ensuring actions remain visible, are appropriately prioritised, and contribute to the overall improvement of compliance performance across the portfolio.
• Drive innovation and continuous improvement initiatives across FM+, identifying opportunities to enhance efficiency, streamline processes, improve data quality, reduce manual effort, and deliver greater value to clients and internal stakeholders.
• Lead and deliver key operational projects that support business objectives, improve service delivery, enhance customer experience, and strengthen operational governance across FM+.
• Manage consultancy projects across multiple service lines, ensuring projects are delivered on time, within scope, and to the required quality standards while maintaining strong stakeholder engagement throughout.
• Build and maintain effective relationships with internal and external stakeholders, acting as a trusted operational partner and fostering collaboration across clients, colleagues, service partners, and wider business functions.
• Provide operational support and leadership to the wider FM+ team as required, contributing to cross-functional initiatives, mobilisations, business improvements, and strategic priorities.
• Coordinate and manage senior FM+ leadership team actions, reporting requirements, and governance activities, ensuring deadlines are met, actions are tracked, and key deliverables are completed to a high standard.
• Map, review, and document operational processes, creating clear and effective workflows that support consistency, compliance, efficiency, and scalability across the FM+ function.
• Develop training materials, guidance documents, and supporting resources for new systems, processes, and procedures, ensuring colleagues have the knowledge and tools required for successful implementation.
• Lead the implementation and embedding of new procedures and ways of working, supporting change management activities, stakeholder engagement, communication plans, and ongoing performance monitoring to ensure sustained adoption.
• Champion a culture of operational excellence, accountability, and continuous improvement, ensuring FM+ remains responsive to client needs, aligned with business objectives, and focused on delivering exceptional service outcomes.

Skills, Knowledge and Experience

• Excellent organisational and planning skills, with the ability to effectively prioritise workloads, manage competing deadlines, and maintain high levels of accuracy across multiple projects, clients, and operational activities.
• Strong communication and interpersonal skills, with the ability to build positive relationships at all levels of the business. The role requires confidence in communicating with senior stakeholders, clients, service partners, and colleagues, both verbally and in writing, while adapting communication styles to suit different audiences.
• Proven ability to manage multiple priorities simultaneously, balancing operational responsibilities, project delivery, stakeholder requests, compliance requirements, and strategic initiatives in a fast-paced environment.
• Experience in leading and developing teams, including performance management, coaching, mentoring, and fostering a positive, high-performing culture that promotes accountability, collaboration, and continuous improvement.
• Strong analytical and problem solving capabilities, with the ability to interpret data, identify trends, assess risks, and make evidence based recommendations to support operational and strategic decision-making.
• Experience within Property Management, Facilities Management, or a related industry is desirable but not essential. Candidates should demonstrate a strong understanding of service delivery environments and a willingness to develop sector specific knowledge where required.
• Experience identifying and implementing innovative ideas, processes, and operational improvements, with a proven track record of driving efficiencies, improving service quality, reducing manual effort, and enhancing customer and stakeholder experience.
• Ability to lead and support change initiatives, ensuring new processes, systems, and ways of working are successfully implemented and embedded across teams.
• Strong attention to detail and commitment to quality, ensuring operational processes, reporting, compliance activities, and client deliverables are completed to a consistently high standard.
• Proficient in the use of operational systems and Microsoft Office applications, with experience producing reports, analysing data, and presenting information in a clear and meaningful way to support business objectives.
• Self-motivated and proactive, demonstrating initiative, sound judgement, and the ability to work independently while contributing effectively as part of a wider leadership team.
• A collaborative and customer focused approach, with a commitment to delivering exceptional service and supporting the ongoing success and growth of FM+ and its clients.