National Operations Director – Soft Services

Job Description

Are you an experienced Facilities Management Operations Director / Senior Operations Manager looking for a role where you can genuinely influence the direction and growth of a business?

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We are currently supporting a rapidly growing FM provider in the appointment of a National Operations Director – Soft Services. This is a high-profile senior leadership position with responsibility for operational performance, service quality, client relationships and commercial delivery across a significant national portfolio.

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Based from Birmingham, with regular national travel, this role will suit an ambitious operational leader who thrives in a fast-paced environment and is comfortable managing both people and performance across a geographically dispersed operation.

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The Opportunity

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You will play a key role in shaping and delivering the operational strategy across two established areas of the business:

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• Soft Facilities Management, including communal cleaning and security services across a demanding 24/7 national portfolio.

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• Seasonal Turnaround Services, delivering large-scale deep cleaning and housekeeping operations within the student accommodation and university sectors.

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You will work closely with senior leadership to drive operational excellence, improve service standards, develop client relationships and deliver against ambitious commercial and operational targets.

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This is a particularly exciting opportunity for someone who enjoys being close to the operation. While the role carries significant strategic responsibility, you will be expected to maintain a strong presence across the business and spend time with teams and clients on-site.

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Key Responsibilities

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• Lead and develop a national operational team, including 5 SFM Operations Managers and 3 Regional Managers.

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• Drive operational performance against key KPIs, including profitability, customer satisfaction, productivity and service quality.

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• Develop and implement operational strategy alongside the senior leadership team.

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• Build strong, long-term relationships with key client stakeholders.

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• Lead regular operational performance reviews and ensure appropriate actions are delivered.

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• Oversee recruitment, retention, workforce management and operational compliance.

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• Ensure high standards of client service and effectively manage complaints and escalations.

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• Oversee supplier performance and operational expenditure.

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• Produce and present monthly contract and operational reports.

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• Support the successful planning and delivery of significant seasonal peak periods.

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• Ensure operational and HR processes are consistently implemented across the business.

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• Take ownership of operational challenges and provide decisive, commercially focused solutions.

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What We're Looking For

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We are looking for a high-energy, ambitious and commercially aware FM professional who can demonstrate:

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• At least 5 years' experience in facilities services operational management.

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• Strong experience managing large, geographically dispersed teams.

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• A proven track record within soft services / cleaning / FM operations.

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• Strong commercial awareness, with the ability to manage profitability and operational performance.

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• Excellent client-facing and stakeholder management skills.

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• The confidence to operate at senior leadership level.

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• The ability to remain calm and effective in high-pressure, time-sensitive environments.

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• A genuine hands-on approach to leadership, with a willingness to spend significant time with operational teams and clients.

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• A proactive, can-do approach, with the determination to identify problems, take ownership and see solutions through.

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• A willingness to challenge the status quo and work towards ambitious growth targets.

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• Flexibility to work extended hours and weekends when required during peak operational periods.

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What's On Offer?

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• £70,000–£75,000 basic salary, dependent on experience.

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• 20% commission scheme.

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• Travel expenses covered as required.

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• Senior leadership exposure and the opportunity to influence business strategy.

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• A genuinely national role with significant operational responsibility.

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• The opportunity to join a fast-growing FM business at an exciting stage of its development.

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Why This Role?

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This isn't a role for someone looking to simply maintain the status quo.

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It's an opportunity for an ambitious FM operations leader to take ownership of a significant national operation, influence strategy at senior level, develop high-performing teams and play a key role in the continued growth of a successful business.

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If you're an experienced Soft Services / FM Operations professional ready for your next senior leadership challenge, we'd like to hear from you.

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