Company Description
At Serna FM, we do more than maintain buildings — we create safer, brighter, and healthier spaces where people and businesses thrive.
With over 20 years of experience in facilities management, we deliver hard and soft FM services across London, supporting clients in construction, commercial property, and real estate. From planned preventive maintenance and reactive support to cleaning, projects, and specialist services, we pride ourselves on being responsive, flexible, and trusted partners.
We’re a growing business with ambitious plans — scaling our operations, investing in technology, and building long-term partnerships. Our culture is rooted in integrity, accountability, and a strong can-do attitude.
Role Description
As an Operations Support, you will play a central role in the day-to-day running of our facilities management operations. Acting as the key link between clients, subcontractors, suppliers, and internal Ops team, you will ensure that all planned (PPM), reactive, and quoted works (minor projects) are delivered efficiently, professionally, and in line with service level agreements.
You will take ownership of the full lifecycle of jobs — from initial request through to pricing, coordination, delivery, and completion — ensuring high levels of customer satisfaction and operational performance.
This role is suited to someone who is confident working in a fast-paced environment, capable of managing multiple priorities, and who combines operational coordination with commercial awareness — someone who understands not just how to deliver jobs, but how to deliver them efficiently, profitably, and at scale
Experience & Skills
* 3+ years’ experience in facilities management, helpdesk, or operations coordination
* Strong commercial awareness — understanding costs, margins, and job profitability
* Strong working knowledge of CAFM systems (BigChange ideal)
* Strong background in end-to-end job ownership, including scheduling, coordination, and completion
* Experience preparing quotes, estimates, or costings for maintenance or project works
* Confident in supplier management and subcontractor coordination
* Experience working within SLA/KPI-driven environments
* Ability to analyse data, track performance, and identify improvements
* Proactive problem-solver with a solutions-driven mindset