Role Overview
Velway Limited are seeking an experienced and commercially astute Head of Operations to lead and oversee all aspects of operations across a national Facilities Management company with an element of self-delivery of hard and soft services.
This senior leadership role is pivotal in driving operational excellence, ensuring service delivery meets and exceeds contractual requirements, and developing a culture of continuous improvement across the business.
The Head of Operations will manage regional facilities managers, building managers, and helpdesk operations while directly overseeing the delivery of soft services, supply chain management, and client service standards. Reporting directly to the Directors and Managing Director, the role requires strong leadership, strategic thinking, and the ability to deliver results against SLAs and KPIs.
Key Responsibilities
Leadership & Strategy
Take the lead on all Operational delivery as Velway enters the next stage of our progressional growth.
Provide strategic direction and day-to-day leadership across facilities operations, including regional facilities managers, building managers, and helpdesk teams.
Identify build and lead a senior leadership team, contributing to business planning and organisational strategy.
Working with an in-house QSHE Manager ensure compliance with company policies, statutory obligations, and best practice standards in all areas of facilities management.
Take lead on new clients whilst company continues to grow and maximise overhead.
Facilities Management Operations
Manage hard services delivery indirectly through the supply chain, ensuring robust compliance and performance management.
Coordinate and optimise helpdesk operations, ensuring first-class service delivery and effective issue resolution.
Learn all functionality of the CAFM system, whilst reviewing and continuously developing the system and processes.
Drive efficiency and cost control across operations while maintaining service quality.
Oversee delivery of soft services ensuring consistent high standards.
Maintain and develop Out of Hours service, including actively participating in on-call rota.
Performance & Compliance
Establish, monitor, and report on SLA and KPI frameworks across all service areas, ensuring contractual obligations are met.
Implement continuous improvement initiatives to enhance service delivery, responsiveness, and customer satisfaction.
Ensure health & safety, statutory compliance, and environmental policies are embedded across operations.
Develop management reporting to Directors, providing insight into operational performance, risks, and opportunities.
Supply Chain & Vendor Management
Build, develop, and manage the facilities supply chain to ensure resilience, value for money, and quality of service delivery.
Lead procurement activities in line with business objectives and compliance requirements.
Monitor and manage supplier performance against SLAs and KPIs, holding partners accountable for outcomes.
People & Culture
Lead, mentor, and develop the facilities management team, ensuring high levels of engagement and performance.
Foster a culture of accountability, collaboration, and innovation.
Champion training and development initiatives to strengthen capability across the workforce.
Develop the existing Professional development and review program of all employees.
Be are the forefront of companies continued drive to develop an excellent work place.
Key Performance Indicators (KPIs)
The Head of Operations will be accountable for measurable delivery against a suite of KPIs, including but not limited to:
SLA Compliance: Achieving 95%+ compliance across all contractual service levels.
Customer Satisfaction: Maintaining or improving client satisfaction scores.
Helpdesk Efficiency: First-time fix rate, average response time, and resolution metrics.
Operational Cost Control: Delivery of services within agreed budgets and cost-saving initiatives achieved.
Compliance: 100% compliance with statutory and health & safety obligations.
Supplier Performance: % of suppliers meeting or exceeding KPI performance targets.
Employee Engagement: Reduced staff turnover and demonstrable development of direct reports.
Candidate Profile
Essential Skills & Experience
NEBOSH or IOSH qualification in health & safety.
Experience working in a client-facing environment within the facilities management sector.
Knowledge of CAFM/helpdesk systems and data-driven performance reporting
Proven experience in a senior operations or facilities management role, with responsibility for multi-site or regional operations.
Strong understanding of both hard and soft facilities services, with experience overseeing large, diverse teams and supply chains.
Demonstrable track record of delivering results against SLAs and KPIs.
Excellent leadership, people management, and communication skills.
Commercial acumen, with strong budget management and cost-control experience.
Strong organisational, problem-solving, and decision-making abilities.
Ability to manage competing priorities in a fast-paced, customer-focused environment.
Ability to, when required, represent the company at meetings, presentations, and functions
Desirable
IWFM or equivalent facilities management qualification.
What We Offer
Competitive salary package starting at £55,000 depending on experience
£5,000 car allowance.
Free onsite parking
24 days annual leave (plus 8 statutory days)
Company development and social events
Opportunity to lead and shape a high-performing facilities management function.
Direct reporting line to Directors and Managing Director, with influence on strategic business direction.
Career development opportunities in a growing, ambitious organisation
Job Type: Full-time
Pay: From £55,000.00 per year
Benefits:
* Company events
* Employee mentoring programme
* Free parking
* On-site parking
Work Location: In person