Senior Operations Manager

Senior Operations Manager - London & South

Contract: Professional Services, Production & Technology

Location: London, WC2N 6RH

Hours of work: 40

Contract Type: Permanent

We are seeking an experienced and driven Senior Operations Manager to lead the operational delivery of workplace and facilities services across London and the South Region.

This is a high-profile, stakeholder-facing role within a fast-paced and innovative environment, requiring confidence in operating within a demanding setting.

Job Description

We are looking for a senior operational leader who will report directly to the Key Account Manager and translate contract strategy into effective day-to-day delivery.

The role is pivotal in ensuring service excellence, operational consistency, and compliance across multiple sites, with a strong focus on soft services and the operational oversight of associated medical clinics.

Key Responsibilities

• Lead the delivery of workplace and facilities services across London and the South Region, ensuring consistent operational standards across all sites.
• Ensure full compliance with contractual SLAs, KPIs, statutory requirements, and ISS policies and procedures.
• Implement and manage operational plans in line with the contract strategy set by the Key Account Manager.
• Act as the senior operational escalation point for service issues, ensuring timely and effective resolution.
• Lead, motivate, and develop site-based management teams through coaching, regular reviews, and performance management.
• Build and maintain strong relationships with client stakeholders at site and regional level, supporting a collaborative partnership.
• Monitor, analyse, and report on operational performance, risks, and continuous improvement actions.
• Support budget management, forecasting, and cost control, identifying efficiencies while maintaining service quality.

Services in Scope

• Soft services including housekeeping, pest control, floristry, waste, and recycling.
• Operational support for medical clinics, including engagement with the relevant medical governing body.

Professional and Personal Competencies/Qualifications

• Proven experience in a senior operations management role within facilities or workplace services.
• Strong stakeholder management skills with the ability to operate confidently in a high-profile client environment.
• Demonstrable experience managing soft services operations.
• Strong process orientation combined with the ability to drive innovation and continuous improvement.
• Experience managing change and driving operational performance forward.
• Financially astute, with experience in budgeting, forecasting, and cost control.
• Confident user of workplace systems and Microsoft Office applications.

The Company

ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience.

Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it’s hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people.

We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference. #Becomewhoyouwant, #Bepartofsomethingbigger,

#aplacetobeyou,

#facilitiesmanagement

ISS is proud to be a diverse and inclusive employer.

ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste), religion or belief, sex, sexual orientation or educational background.

We are proud to be a Gold Employer Recognition Scheme (ERS) award holder and a signatory of the Armed Forces Covenant, recognising our commitment to supporting veterans, reservists, and military families. Through our Joint Forces Programme, we provide mentoring and support to members of the Armed Forces community and their spouses as they transition into civilian careers.

We are a Disability Confident Committed (Level 2) employer, proudly supporting and promoting inclusive hiring practices in line with the UK government’s Disability Confident scheme.

Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.

If you have any further queries regarding this role, please contact the Resourcing Team by emailing resourcing.team@uk.issworld.com