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Senior Operations Manager

2 months ago

UK, UK, United Kingdom ISS Facility Services UK Full time

Location: Onsite & travel to various client sites in the South

Hours of work: 40

Contract Type: Permanent


The Senior Operations Manager will take responsibility & ownership of agreed areas of operational delivery & will deputise for the Head of Op’s as required.


This is for the management of all the operational contracted service delivery across your area & strategic development of the service to support client & ISS business objectives.



Job Description

As Senior Operations Manager, you will be responsible for the performance of the contract. In this role, you will maintain performance to the agreed service levels within your area across all retail and corporate buildings & take ownership of client & supplier relationships.


You will lead your teams to drive resolving day to day operational issues and deliver a service that exceeds client and internal stakeholder expectations throughout the organisation.



Key Responsibilities

  • First point of escalation for the team & the customer for BAU operational delivery.
  • Responsible for all operational delivery of across your area of responsibility, ensuring high levels of H&S are delivered, including Catering & Events services (where applicable),
  • Manage & deliver various small works in a timely manner for the client, consistently & in budget.
  • Internal & external stakeholder relationship management.
  • Ensure the service delivery exceeds client expectations through documented SLAs for remedial tasks, ensuring no overdue jobs, supporting task analysis, regional reporting, maintaining SOPs/EOPs/BCPs etc.
  • Supports the customer variable budgets to ensure compliance with contract requirements and approving works within set delegated authority.
  • Ensure financial responsibility for required service streams, including controlling and managing budgets.
  • Line Management responsibility for individuals delivering services within the corporate locations.
  • Ensure all clients receive consistent, first-class delivery of service, including supporting and directing the Workplace Leads & Building Managers at the corporate locations.



Professional and Personal Competencies/Qualifications

  • Proficient in the use of Microsoft 365 products.
  • Supplier management
  • Multi-site regional TFM delivery
  • People management skills
  • Customer facing role
  • Self-starting, proactive & able to work independently with limited support
  • An open, honest & effective communicator
  • A passion for understanding operational issues & problem solving
  • Takes responsibility & ownership of their deliverables



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. #ISSGreatPeople #ISSTalent #PeopleMakePlace


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


Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.