This is a rare opportunity to join a national Facilities Management company, heading up their Contract Cleaning business within the London area, with responsibility for a number of contracts in Birmingham and the North West. 

You will initially have 4 Area Managers reporting into you, who manage 50 sites in total, which is expected to double within the next 18 months and therefore a dynamic process driven Cleaning Management professional is required to guide the expansion of this business.

The Head of Operations and Services will play a pivotal role in overseeing and optimising all aspects of our facility management operations. This senior position is responsible for ensuring the efficient delivery of cleaning services, maintaining high-quality standards, managing a dedicated team, and driving operational excellence. The role is based within the Greater London area and reports to the Group Operating Officer.

Key Responsibilities

Operational Leadership:

• Develop and execute operational strategies to enhance service quality, efficiency, and client satisfaction.
• Implement and oversee standardised cleaning and other service processes and best practices.
• Continuously monitor and improve service delivery to meet or exceed client expectations.
• Strategically energise and develop team retention.
• Oversee mobilisation of new clients through smooth and professional Operational delivery.

Client Relations:

• Build, support, and maintain strong client relationships through structured proactive engagement, resolving issues, and providing initiative solutions.
• Lead and continuously evaluate the Communication and Engagement strategy aligned to Client Management Plans
• Continuously review client management plans with a strong focus on retention through excellent relationships
• Collaborate with cross-functional terms (internally) to identify opportunities for service expansion and retention.
• Reporting – Ensure all monthly, quarterly, and ad hoc reporting is completed and issued to clients by management plan.

Team Management:

• Lead, coach, and mentor a diverse team of Operations Managers, Key Account Managers, Team Leaders, and Customer Service Management teams. In turn, providing guidance and leadership to the wider Operations teams nationally.
• Establish clear performance expectations and goals, conduct regular performance reviews, and provide ongoing training and development opportunities.
• Continuously review the performance, output, and workload of the operations team collectively to ensure it is performing optimally and aligned to company strategy and expectations.

·       Efficiently allocate resources, including personnel, equipment, tools, and supplies.

·       Ensure optimal staffing levels to meet service demands while managing budgets.

Quality Assurance:

• Establish and maintain quality control measures, including inspections and audits, to ensure service consistency and compliance with industry standards.
• Implement accelerations, corrective actions, and improvement plans as needed.
• Provide analysis of Operational performance to drive efficiency.
• Contractor management and relationships

Safety and Compliance:

• Promote a culture of safety and compliance with all relevant regulations and industry standards.
• Develop and enforce safety protocols to protect both employees and clients.

Budget Management:

• Collaborate with the finance department to create and manage budgets for operations, ensuring cost control and profitability.
• Lead and manage business relationships to ensure adherence to finance and back-office functions such as payroll, HR, and Commercial strategies and deadlines.

Qualifications

• IWFM Facilities Management Qualification | Business Management, or a related field.
• Proven experience in operations senior management, preferably in the cleaning or facilities services industry.
• Confident ability to uphold professional relationships with clients.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Proficiency in using software and technology for operations management and reporting.
• Knowledge of cleaning industry best practices and safety regulations.

Please note, only short-listed candidates will be contacted within 7 working days of application.