Facilities Operations Manager (Soft FM)
Role Purpose
1. To lead the strategic and operational delivery of all Soft Facilities Management services across the Council’s estate including cleaning& hygiene, security & access and catering & hospitality service, ensuring high standards.
2. To provide direct management and technical oversight for the Catering, Cleaning, Security, and Hub Management workstreams.
3. To act as the primary assurance lead for operational safety within frontline services, establishing robust frameworks for food hygiene, physical security, and environmental health.
4. To drive a culture of service excellence and customer-centric delivery, ensuring in-house teams meet high-performance KPIs for building readiness and user satisfaction.
5. To lead the commercial management of soft FM contracts and supply chains, ensuring value for money in the procurement of equipment and consumables.
6. To support the Head of FM & Compliance in the financial management of operational budgets, specifically managing the complexities of large-scale in-house payroll
Measures of Success
1. Service Quality: Achievement of consistently high-performance scores for in-house cleaning, catering, and security services.
2. Statutory Compliance: 100% compliance with mandatory frontline certifications, including SIA licensing, Food Hygiene, and COSHH.
3. Workforce Excellence: High productivity and engagement from frontline staff, evidenced by effective rota management and low vacancy rates.
4. Hub Performance: High levels of occupant satisfaction with the management and operational readiness of Council Hubs.
5. Budgetary Control: Delivery of services within the allocated MG2 delegated budget, with effective management of payroll and variable consumable costs.
6. Contractor Performance: Effective oversight of external soft FM providers, ensuring strict adherence to agreed SLAs.
7. Data Integrity: All Soft FM data contained within the Concerto system to be up-to-date and accurate.
Professional Membership
Professional accreditation – IWFM & IOSH
Soft FM Experience
Substantial experience managing large-scale catering, cleaning, or security services in a complex corporate environment.
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