WPS is looking for an experienced Support Services Director / Operations Manager to lead and evolve our business support functions across our Facilities Management (FM) division. This senior leadership role ensures the smooth, compliant and high-performing delivery of customer service, statutory compliance, business systems and service-to-cash processes across the operation. You will be a key figure within the Senior Operations Team, driving operational excellence, enabling exceptional customer experience and supporting business growth.
Customer Experience & Team Leadership
Responsibilities
* Lead and develop the Customer Services team, ensuring delivery against contractual KPIs.
* Manage communication standards for internal and external customers.
* Foster a high-performing, collaborative, customer-focused culture.
Systems, Compliance & Business Processes
* Manage and maintain statutory compliance processes across ACT, working closely with the ACT team.
* Act as the primary link between Wates FM and IT for Concept and ACT systems.
* Oversee contract support teams to ensure adherence to the Operating Framework.
* Drive key outputs from Project Anchor.
* Own and continuously improve service-to-cash processes and supporting business systems.
SHEQ & Governance
* Oversee all SHEQ-related administration, ensuring compliance with safety, quality, environmental and security requirements.
* Ensure timely close-out of ACT actions and effective communication across teams.
Communication & Stakeholder Engagement
* Provide clear, consistent updates to SLT on performance, risks and opportunities.
* Support bids, tenders and client presentations where required.
* Develop reporting processes that enhance service delivery and profitability.
Qualifications
* Strong FM background with proven experience in business systems, processes and operational delivery.
* Experience in a similar senior operations or support services role.
* Good understanding of statutory compliance and Health & Safety processes.
* Deep knowledge of service-to-cash processes and KPI management.
* Familiarity with Concept and ACT systems (highly desirable). Degree-level qualification or equivalent experience.
* IWFM membership desirable but not essential.
Skills
* Excellent organisational skills and attention to detail.
* Ability to interpret complex data and develop meaningful insights.
* Strong relationship builder and communicator at all levels.
* Confident presenter with strong negotiation and influencing skills.
* Highly IT-literate with strong understanding of business applications.
* A strong starter‑finisher with a drive for continuous improvement.
Behaviours
* A credible, inspiring leader focused on delivering value.
* Honest, reliable and committed to operational excellence.
* Proactively identifies risks, opportunities and process improvements.
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