Operations Support Manager

We are looking for an Operations Support Manager to join our Operations team and play a key role in delivering an exceptional service to our colleagues, customers and partners.

This is a varied and fast-paced role with responsibility for leading our FM and Projects Support teams, overseeing operational systems and processes, driving continuous improvement, and ensuring the smooth and effective delivery of day-to-day business activities.

You will be responsible for ensuring our teams, systems and processes operate efficiently, while building strong relationships across the business and acting as a key point of escalation for operational and customer-related matters.

Key Responsibilities

• Lead and manage the FM and Projects Support teams, creating a culture of accountability, collaboration, responsiveness and continuous improvement.
• Act as an ambassador for the Support teams, developing strong and effective relationships with customers, suppliers and internal stakeholders.
• Manage operational systems and KPIs, using Power BI reporting to monitor performance, identify trends and drive improvements.
• Ensure CAFM and associated systems are accurately maintained, regularly cleansed and populated with current and relevant information.
• Produce regular performance reports, providing insight into trends, challenges and opportunities for improvement.
• Take ownership of invoicing and month-end activities, including the preparation and submission of client batch applications and the production and analysis of financial reports.
• Develop and maintain a strong working knowledge of FM and Projects systems, providing guidance and support to colleagues on day-to-day system queries and issues.
• Identify, develop and implement process improvements to increase efficiency, consistency and quality across the function.
• Manage relationships with system providers, coordinating repairs, upgrades and system improvements where required.
• Develop a strong understanding of FM contracts and their operational requirements, supporting FM Managers with activities including purchase order approvals and contract administration.
• Take overall responsibility for the system setup and implementation of new FM contracts, ensuring systems are configured accurately and effectively.
• Lead regular meetings with colleague and customer stakeholders to review performance, address issues and identify opportunities for improvement.
• Act as the first point of escalation for the Support teams, ensuring issues and queries are resolved promptly and effectively.
• Maintain clear and timely communication with internal and external customers, providing updates and ensuring a seamless service.
• Liaise with the Out of Hours and Overflow Helpdesk, including the coordination and reporting of weekly on-call changes.
• Investigate customer and internal issues relating to the Support teams, identifying root causes and implementing appropriate improvements.
• Manage third-party contracts and relationships covering telephony, internet and IT support services.
• Maintain responsibility for relevant business accreditations, including Cyber Essentials, and support wider company accreditation requirements where required.
• Oversee IT stock management and provide first-line IT support where necessary.
• Provide operational support and assistance to the wider business as required.

What We’re Looking For

We are looking for an experienced, proactive and highly organised manager who thrives in a fast-paced, multi-site environment and is confident managing people, systems, processes and competing priorities.

You will have:

• Proven management or supervisory experience – essential.
• Experience within the FM, construction, property or related industry – desirable.
• Excellent written and verbal communication skills.
• A proactive approach and the ability to use initiative.
• Strong organisational, analytical and problem-solving skills.
• The ability to manage and prioritise a changing workload in a fast-paced environment.
• Exceptional attention to detail.
• Experience using Microsoft Office packages and CAFM systems.
• Strong IT skills, with experience of Power BI or similar reporting tools desirable.
• The ability to build positive relationships with customers, colleagues, suppliers and third-party providers.
• A commitment to delivering excellent customer service and driving continuous improvement.

Salary & Benefits Package

• Competitive salary
• Colleague incentive plan / company bonus
• Company pension with up to 8% employer matching
• Healthcare cash plan
• Colleague referral scheme
• 25 days’ annual leave, plus bank holidays
• Enhanced sick leave entitlement, dependent on length of service
• Group life assurance – 4x annual salary
• Birthday leave
• Enhanced maternity and paternity leave
• Critical illness cover

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