Job Overview
The Operations Manager is responsible for the safe, compliant, and efficient delivery of all Hard Services Facilities Management operations within a pharmaceutical manufacturing environment. The role provides leadership across engineering, maintenance, compliance, and service delivery teams, ensuring all activities are delivered in line with contractual, statutory, and regulatory requirements. The Operations Manager is accountable for driving operational performance, customer satisfaction, and continuous improvement while maintaining a strong focus on safety, regulatory compliance, and asset reliability.
Main Duties
Operational Leadership & Service Delivery
- Lead day‑to‑day delivery of hard FM services, including mechanical and electrical maintenance, critical utilities, and statutory compliance programmes.
- Ensure services are delivered safely, efficiently, and in line with SLAs and KPIs.
- Provide clear leadership to engineering teams, supervisors, and support functions.
- Drive a high‑performance culture focused on accountability, safety, and service excellence.
Compliance & Regulatory Assurance
- Ensure full compliance with UK statutory regulations, pharmaceutical regulatory requirements, and client‑specific policies.
- Maintain an audit‑ready environment across all engineering operations.
- Work closely with Duty Holders to discharge statutory responsibilities.
- Support internal, client, and regulatory audits, ensuring timely closure of findings.
Performance Management
- Monitor operational performance against contract KPIs, including PPM compliance, reactive response, asset reliability, and customer satisfaction metrics.
- Identify performance gaps and implement corrective and preventative actions.
- Develop and execute improvement plans aligned to contract and client objectives.
- Use operational data and insight to drive performance optimisation and decision‑making.
People Leadership & Development
- Lead, manage, and develop engineering and support teams.
- Build a culture of accountability, engagement, and continuous improvement.
- Ensure appropriate competency, training, and development plans are in place.
- Promote a "One Team" approach across site functions and supply‑chain partners.
Client & Stakeholder Management
- Act as a key operational interface with client stakeholders.
- Build and maintain strong, trusted relationships at site and regional levels.
- Support governance meetings, performance reviews, and reporting cycles.
- Ensure client requirements are clearly understood and delivered.
Commercial & Financial Management
- Support the management of contract P&L and operational budgets.
- Drive cost control, efficiency, and value‑for‑money opportunities.
- Identify and support delivery of additional works and service improvements.
- Ensure effective management of subcontractors and supply‑chain performance.
Health, Safety & Risk Management
- Champion a strong safety culture aligned to zero‑harm principles.
- Ensure compliance with all health, safety, and environmental standards.
- Manage operational risk, including asset failure, compliance risks, and business continuity events.
- Lead incident investigations and root cause analysis (RCA) where required.
Continuous Improvement
- Drive continuous improvement initiatives aligned to lean principles, asset reliability, and reduction in reactive maintenance.
- Identify innovation opportunities to enhance service delivery and efficiency.
- Embed best practice across teams and service lines.
What we are looking for
Essential
- Proven experience in an Operations Manager (or equivalent) role within hard services FM.
- Strong technical understanding of engineering maintenance and critical systems.
- Experience operating within regulated environments.
- Demonstrable leadership and people‑management capability.
- Experience managing KPIs, service delivery, and operational performance.
Desirable
- Experience within pharmaceutical or life sciences environments.
- Knowledge of GMP / GxP and regulatory expectations.
- Experience with CAFM/CMMS systems and data‑led decision making.
- Financial and commercial management experience (P&L awareness).
- Preferred: IOSH / NEBOSH qualifications.
Qualifications
- Degree/HNC/HND in Engineering, Facilities Management, or related discipline (or equivalent experience).
- Relevant professional memberships (desirable).
- IOSH / NEBOSH (preferred).
Key Behaviours
- Strong leadership and decision‑making capability.
- High level of accountability and ownership.
- Customer‑focused with strong relationship‑management skills.
- Results‑driven with a focus on performance and outcomes.
- Collaborative mindset, promoting a "one team" culture.
Success Measures / KPIs
- 98% PPM compliance.
- Reduction in reactive maintenance and backlog.
- High asset reliability and uptime.
- Positive audit outcomes (internal, client, regulatory).
- Customer satisfaction and contract performance scores.
