Head of Operations UK

This is a rare opportunity to join a national Facilities Management company, heading up their Contract Cleaning business within the London area, with responsibility for a number of contracts in Birmingham and the North West. You will initially have 4 Area Managers reporting into you, who manage 50 sites in total, which is expected to double within the next 18 months and therefore a dynamic process driven Cleaning Management professional is required to guide the expansion of this business. The Head of Operations and Services will play a pivotal role in overseeing and optimising all aspects of our facility management operations. This senior position is responsible for ensuring the efficient delivery of cleaning services, maintaining high-quality standards, managing a dedicated team, and driving operational excellence. The role is based within the Greater London area and reports to the Group Operating Officer. Key Responsibilities Operational Leadership: * Develop and execute operational strategies to enhance service quality, efficiency, and client satisfaction. * Implement and oversee standardised cleaning and other service processes and best practices. * Continuously monitor and improve service delivery to meet or exceed client expectations. * Strategically energise and develop team retention. * Oversee mobilisation of new clients through smooth and professional Operational delivery. Client Relations: * Build, support, and maintain strong client relationships through structured proactive engagement, resolving issues, and providing initiative solutions. * Lead and continuously evaluate the Communication and Engagement strategy aligned to Client Management Plans * Continuously review client management plans with a strong focus on retention through excellent relationships * Collaborate with cross-functional terms (internally) to identify opportunities for service expansion and retention. * Reporting – Ensure all monthly, quarterly, and ad hoc reporting is completed and issued to clients by management plan. Team Management: * Lead, coach, and mentor a diverse team of Operations Managers, Key Account Managers, Team Leaders, and Customer Service Management teams. In turn, providing guidance and leadership to the wider Operations teams nationally. * Establish clear performance expectations and goals, conduct regular performance reviews, and provide ongoing training and development opportunities. * Continuously review the performance, output, and workload of the operations team collectively to ensure it is performing optimally and aligned to company strategy and expectations. · Efficiently allocate resources, including personnel, equipment, tools, and supplies. · Ensure optimal staffing levels to meet service demands while managing budgets. Quality Assurance: * Establish and maintain quality control measures, including inspections and audits, to ensure service consistency and compliance with industry standards. * Implement accelerations, corrective actions, and improvement plans as needed. * Provide analysis of Operational performance to drive efficiency. * Contractor management and relationships Safety and Compliance: * Promote a culture of safety and compliance with all relevant regulations and industry standards. * Develop and enforce safety protocols to protect both employees and clients. Budget Management: * Collaborate with the finance department to create and manage budgets for operations, ensuring cost control and profitability. * Lead and manage business relationships to ensure adherence to finance and back-office functions such as payroll, HR, and Commercial strategies and deadlines. ?Qualifications * IWFM Facilities Management Qualification | Business Management, or a related field. * Proven experience in operations senior management, preferably in the cleaning or facilities services industry. * Confident ability to uphold professional relationships with clients. * Strong leadership and team management skills. * Excellent communication and interpersonal abilities. * Proficiency in using software and technology for operations management and reporting. * Knowledge of cleaning industry best practices and safety regulations. Please note, only short-listed candidates will be contacted within 7 working days of application