Thorn Baker is working in collaboration with a large Facilities Management company, based in the heart of London.
We are seeking an experienced and commercially driven Operations Manager to oversee a £20 million mixed portfolio, specifically within the contract cleaning sector.
This 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.
This 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.
Key Requirements
- Proven experience in a senior operations role within the contract cleaning or facilities management sector
- Demonstrated success managing large-scale, multi-site portfolios (£10M+ preferred)
- Strong financial acumen with P&L management experience
- Excellent leadership and people management skills
- Exceptional client-facing and stakeholder management abilities
- Strong understanding of compliance, health & safety, and service delivery standards
- Commercially astute with a track record of driving growth and profitability
Operational Leadership
- Oversee day-to-day operations across a large, multi-site cleaning portfolio valued at £20 million
- Ensure consistent delivery of high-quality cleaning services in line with contractual obligations and KPIs
- Implement and maintain best practices, operational efficiencies, and service innovations
Financial Management
- Take full P&L responsibility for the portfolio
- Manage budgets, control costs, and drive margin improvement
- Identify growth opportunities within existing contracts and support new business initiatives
Client Relationship Management
- Build and maintain strong relationships with key clients and stakeholders
- Act as the primary escalation point for major operational or service issues
- Lead contract reviews, renewals, and service expansion discussions
Team Leadership & Development
- Lead, motivate, and develop a team of regional/site managers and supervisors
- Drive a high-performance culture focused on accountability, engagement, and continuous improvement
- Support recruitment, training, and succession planning initiatives
Compliance & Quality Assurance
- Ensure full compliance with health & safety, environmental, and industry regulations
- Conduct regular audits and inspections to maintain service standards
- Implement corrective actions where necessary
Strategic Growth
- Contribute to the strategic direction of the business unit
- Support tendering and mobilization of new contracts
- Identify innovation opportunities including technology, sustainability, and process improvements
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