Senior Operations Director
Soft Services (Cleaning FM)
Location: London
Salary: £80,000 - £100,000 + car + Bonus + Benefits
Industry: Facilities Management – Soft Services (Cleaning)
Employment Type: Full-Time, Permanent
About the Role
We are seeking a high-calibre Senior Operations Director with deep expertise in soft services facilities management, specifically across large-scale commercial cleaning operations. You will act as the senior strategic lead across a £20 mil plus portfolio, overseeing the delivery, commercial performance, and operational effectiveness of our service contracts. With a key focus on driving operational efficiency, commercial success, and stakeholder alignment, this is a critical leadership role for a top-tier operator.
As part of the senior leadership team, you’ll shape and deliver divisional-wide performance strategies, ensure compliance and service quality, and lead high-performing teams to meet ambitious commercial and service objectives. Your strong commercial acumen and operational excellence will help us continue to grow sustainably while ensuring our customers receive industry-leading service.
Key Responsibilities
Leadership & Strategic Direction:
Set the vision and lead the strategic operational planning across a national cleaning portfolio. Ensure teams are aligned to organisational goals and customer expectations, driving a culture of excellence and continuous improvement.
Client Engagement & Relationship Management:
Lead high-level engagement with key clients and stakeholders through regular reviews, strategic discussions, and performance presentations. Be a trusted point of contact and escalation for commercial and operational matters.
Operational Oversight:
Monitor service delivery across multiple high-value contracts, ensuring that key performance indicators (KPIs), service-level agreements (SLAs), and compliance standards are consistently met or exceeded.
Commercial & Financial Accountability:
Own the P&L across a portfolio valued at £20m+, identifying cost-saving opportunities and driving profitability. Lead commercial reviews and support pricing strategies, tender responses, and acquisition assessments.
Team Development & Performance Management:
Mentor, guide, and support a large and diverse operational team. Promote leadership capability across the business and ensure succession planning, skills development, and high engagement levels.
Operational Excellence & Quality Assurance:
Drive standards across safety, quality, and sustainability. Conduct regular site audits and leverage performance data to identify areas for innovation, efficiency, and optimisation.
Change Leadership & Integration:
Lead business transformation initiatives, including new contract mobilisations, change programmes, and acquisition integrations. Ensure seamless service delivery and cultural alignment through times of change. Skills & Experience Required
A strong background in senior operations leadership within soft services FM, with a heavy emphasis on cleaning services.
Proven ability to manage and grow a £20m+ business portfolio, driving operational efficiency, margin growth, and customer satisfaction.
Demonstrable experience of managing commercial risk, pricing strategies, and P&L responsibility in a complex, multi-site environment.
Successful track record of leading and integrating acquisitions, delivering stability and commercial performance during transitional periods.
Ability to inspire, lead, and mentor large operational teams, with excellent people leadership skills and experience in performance management and cultural development.
Deep commercial insight with the ability to assess data, spot inefficiencies, and implement actionable solutions at pace.
Experience working with clients in regulated sectors (e.g., healthcare, education, public sector) is desirable.
High-level communication skills with the ability to influence at executive level, both internally and externally. What You’ll Bring
Strategic thinking with a hands-on approach.
Commercially savvy, financially astute, and numbers-driven.
Calm under pressure with excellent decision-making ability.
People-first mindset with a passion for leadership and development.
Resilience, ambition, and integrity in equal measure. Why Join Us? This is an opportunity to join a leading FM provider undergoing significant growth and transformation. You'll be empowered to shape operational direction and influence the broader strategy while working with a talented senior team. We’re committed to building an inclusive, values-driven culture with real focus on innovation and service delivery.
Apply Now to take the next step in your leadership career with a company that rewards strategic thinking, operational excellence, and commercial impact