Job Description
Thorn Baker is working in collaboration with a large Facilities Management company, based in the heart of London.nnWe are seeking an experienced and commercially driven Operations Manager to oversee a £20 million mixed portfolio, specifically within the contract cleaning sector.nnThis role is responsible for leading multi-site operations, ensuring service excellence, driving profitability, maintaining strong client relationships across a diverse range of contracts (commercial, industrial, and specialist environments) and supporting the team with growth, training and progression.nnThis is a high-impact leadership role, reporting directly to the Managing Director and is suited to a strategic, results-driven professional who thrives in a fast-paced, service-led environment. You will play a key role in shaping operational excellence and delivering outstanding client value across a significant business portfolio.nnKey RequirementsnnProven experience in a senior operations role within the contract cleaning or facilities management sectornDemonstrated success managing large-scale, multi-site portfolios (£10M+ preferred)nStrong financial acumen with P&L management experiencenExcellent leadership and people management skillsnExceptional client-facing and stakeholder management abilitiesnStrong understanding of compliance, health & safety, and service delivery standardsnCommercially astute with a track record of driving growth and profitabilitynnKey ResponsibilitiesnnOperational LeadershipnnOversee day-to-day operations across a large, multi-site cleaning portfolio valued at £20 millionnEnsure consistent delivery of high-quality cleaning services in line with contractual obligations and KPIsnImplement and maintain best practices, operational efficiencies, and service innovationsnFinancial ManagementnnTake full P&L responsibility for the portfolionManage budgets, control costs, and drive margin improvementnIdentify growth opportunities within existing contracts and support new business initiativesnClient Relationship ManagementnnBuild and maintain strong relationships with key clients and stakeholdersnAct as the primary escalation point for major operational or service issuesnLead contract reviews, renewals, and service expansion discussionsnTeam Leadership & DevelopmentnnLead, motivate, and develop a team of regional/site managers and supervisorsnDrive a high-performance culture focused on accountability, engagement, and continuous improvementnSupport recruitment, training, and succession planning initiativesnCompliance & Quality AssurancennEnsure full compliance with health & safety, environmental, and industry regulationsnConduct regular audits and inspections to maintain service standardsnImplement corrective actions where necessarynStrategic GrowthnnContribute to the strategic direction of the business unitnSupport tendering and mobilization of new contractsnIdentify innovation opportunities including technology, sustainability, and process improvementsnnKey RequirementsnnProven experience in a senior operations role within the contract cleaning or facilities management sectornDemonstrated success managing large-scale, multi-site portfolios (£10M+ preferred)nStrong financial acumen with P&L management experiencenExcellent leadership and people management skillsnExceptional client-facing and stakeholder management abilitiesnStrong understanding of compliance, health & safety, and service delivery standardsnCommercially astute with a track record of driving growth and profitabilitynnTE1
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