Operations Manager
Contract: Professional Services, Production & Technology
Location: London, WC2N 6RH
Hours of work: 40
Contract Type: Permanent
We are seeking an experienced Operations Manager to lead and support a team of 33 frontline cleaning staff and two Senior Housekeepers, ensuring colleagues are safe, well-supported and able to perform at their best.
The successful candidate will be responsible for the delivery of Soft FM services (cleaning services only), maintaining consistently high standards across the site.
Job Description
We are looking for a proactive and people-focused leader who can build strong client relationships, manage operational performance, and ensure excellent service delivery.
This role involves overseeing morning and late shift teams, participating in a 1-in-6 weekend rota, and acting as a key on-site point of contact for operational matters.
Key Responsibilities
- Lead the day-to-day delivery of cleaning services, ensuring high standards of service and operational excellence.
- Manage a team of 33 frontline cleaning staff and provide leadership and support to two Senior Housekeepers.
- Plan staffing levels and rotas to ensure all shifts are adequately covered.
- Handle day-to-day people management matters, including absence management, investigations, complaints and disciplinary issues.
- Deliver training sessions and toolbox talks, ensuring all required BICS training is completed and maintained.
- Build and maintain strong relationships with client representatives and key stakeholders, ensuring excellent service delivery.
- Ensure compliance with SLAs, KPIs, statutory requirements, health and safety standards, environmental requirements and company policies.
- Monitor site performance, manage risks, support budget control, oversee contractors on site, and drive continuous improvement initiatives.
Professional and Personal Competencies/Qualifications
- Proven operational management experience, ideally within facilities management, workplace services or a similar environment.
- Background in housekeeping or cleaning services would be advantageous.
- Experience managing a large and complex operation.
- Strong people management skills with the ability to engage, motivate and develop teams.
- Demonstrated experience in stakeholder and client relationship management.
- Strong understanding of health and safety, statutory compliance and ESG requirements.
- Competent user of Microsoft Office and workplace systems.
- Highly organised, resilient and solutions-focused, with strong problem-solving and decision-making abilities.
- Proven experience leading large teams with a focus on engagement, development and performance.
- Ability to identify operational risks and implement effective mitigation strategies.
- Flexible approach to working patterns, including weekend rota participation.
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. #Becomewhoyouwant, #Bepartofsomethingbigger,
#aplacetobeyou,
#facilitiesmanagement
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 proud to be a Gold Employer Recognition Scheme (ERS) award holder and a signatory of the Armed Forces Covenant, recognising our commitment to supporting veterans, reservists, and military families. Through our Joint Forces Programme, we provide mentoring and support to members of the Armed Forces community and their spouses as they transition into civilian careers.
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.
If you have any further queries regarding this role, please contact the Resourcing Team by emailing [email protected]
To find out more about what we do go here - https://www.uk.issworld.com/
Work Location: In person
