Central Operations Manager

Why Join Us The Central Operations Manager is the operational backbone for the key client account, supporting all Integrated Facilities Management (IFM) service lines—soft and hard services—across the estate. This role ensures compliance, efficiency, and profitability through process ownership, system optimisation, and team leadership. The role also owns the relationship with functional teams on systems and technology used across the account, ensuring processes are mapped and technology is leveraged effectively. What You'll Be Doing Leadership & Team Management Manage a team of Contract Support professionals responsible for: Compliance monitoring and documentation. Billing accuracy and Work in Progress (WIP) management. SLA/KPI tracking and reporting. PPM scheduling and vendor bookings. Data analysis and insights generation. Liaison with Central Helpdesk. Resilience planning and contingency support. Act as the go-to person for all processes on the account. IFM Service Line Support Provide operational oversight across all IFM service lines (soft and hard services & Safety). Ensure seamless coordination and delivery across the client estate. Systems, Technology Ownership & Digital Tools Own the relationship with functional teams for all systems and technology used on the account. Ensure all processes are mapped and technology is utilised appropriately. Drive system developments and continuous improvements. Champion automation and process efficiency using low-code tools such as Smartsheet, Power BI, SharePoint, DocuSign. Develop dashboards, reporting tools, and automated workflows. Financial Governance Liaise with the Finance Manager to ensure adherence to the cost model. Support efficient operations to drive profitability. Work tactically with the supply chain on rate cards, pricing, and system usage. Compliance & Process Ownership Ensure all processes are followed consistently across service lines. Maintain accurate records for audits and governance. Advocate for lean, simple, and fast processes aligned with organisational values. What We're Looking For Specific Qualifications: Business Administration at ILM level 3 qualification (or equivalent experience). Knowledge and Experience: Proficiency in Smartsheet, Excel, DocuSign, Power BI, and SharePoint. Strong understanding of CMMS platforms and related systems. Background in IFM contract support functions. Experience in helpdesk or contact centre operations within IFM. Leadership Experience: Previous experience as a team leader or managing a support team. Skills & Competencies Strong organisational and planning skills. Excellent stakeholder engagement and communication. Financial acumen and understanding of cost models. Ability to lead process improvement and automation initiatives. KPIs Compliance and SLA/KPI performance. Accuracy and timeliness of CMMS data and workflows. Billing and WIP accuracy. Successful implementation of automation projects. Stakeholder satisfaction and engagement. f you have a ‘can-do’ attitude are flexible, having great listening and problem-solving skills. Have experience within either call centre or any type of retail sector, then we want to hear from you! When you join us, you’ll receive: Salary: £50k-£55k depending on experience 4% bonus, subject to achievement of targets 25 days annual leave + Bank Holidays. Group personal pension scheme of matched contributions between 5% and 6% Life Assurance Funded Training Sponsorship Scheme Discounts, vouchers, and financial aid programs Don’t miss out on this great opportunity, and apply today by clicking on the ‘apply’ button. Requisition ID 2025-7994