Head of Operations – Central London (Prestige Multi‑Site Portfolio)
The Foreign, Commonwealth and Development Office London onsite. A career‑defining leadership role with the UK’s leading FM provider. This is an opportunity to step into one of our most high‑profile operational leadership roles – shaping the performance, culture and customer experience across a cluster of large, complex, multi‑tenanted buildings in the heart of London.
Why this role matters
As Head of Operations, you’ll lead a fully integrated Total Facilities Management (TFM) service. You’ll bring together M&E, cleaning, catering, porterage and workplace support teams to deliver a seamless, high‑performing service that consistently exceeds expectations. Your leadership will directly influence customer satisfaction, operational excellence, safety performance and the overall success of a flagship contract.
What Makes This Role Exceptional
* A strategic leadership position – you’ll be a key member of the Senior Management Team, working closely with the Account Director and acting as a trusted partner to a high‑expectation client.
* A role with real impact – you’ll shape operational strategy, embed consistent standards across all buildings and cultivate a proactive, customer‑focused culture.
* A platform for professional excellence – this role spans multiple disciplines – from M&E and building services to soft FM, sustainability, incident management and compliance.
Key Responsibilities
* Lead the delivery of all TFM services across a prestigious London portfolio
* Hold daily operational briefings, weekly incident reviews and monthly QSHE forums
* Drive consistent standards through robust processes, SOPs and work instructions
* Ensure safe systems of work, statutory compliance and competent teams
* Build strong, trusted relationships with client representatives
* Provide clear, credible operational insight and assurance
* Manage expectations with professionalism and pace
* Produce monthly operational and performance reports
* Monitor KPIs, SLAs and budget performance
* Conduct quality audits and champion continuous improvement
* Lead, motivate and develop the site management team
* Embed a culture of accountability, collaboration and customer focus
* Ensure training, competency and safety standards are consistently met
* Oversee planned, reactive and project works
* Coordinate service teams and supply chain partners
* Ensure accurate data, reporting and information flow across the contract
What You Bring
* A strong track record of senior leadership within Facilities Management, with extensive hands‑on experience operating at scale
* Hard and soft services required
* Strong communication, influencing and stakeholder‑management skills
* A calm, authoritative presence under pressure
* Deep understanding of statutory compliance and FM best practice
* Proven ability to lead diverse teams and deliver exceptional service
* IOSH Managing Safely (minimum) and IWFM Level 3 Diploma
* SC clearance preferred, or eligibility to work towards obtaining it
* NEBOSH and technical FM knowledge desirable
Why this role stands out
This is more than an operational role — it’s a chance to shape the culture, performance and reputation of a major London contract. You’ll be at the centre of a fast‑paced, high‑expectation environment where your leadership genuinely makes a difference.
Benefits
Our market‑leading offering provides a range of lifestyle benefits. We provide virtual GP access, financial well‑being assistance, flexible holiday options, critical illness insurance, discounted retail, gym and other perks, a cycle‑to‑work scheme, life cover, enhanced pension contributions, a save‑as‑you‑earn scheme and a Mitie Matching Share Plan.
Inclusivity
We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long‑term condition and need reasonable adjustments, please let us know by emailing Karen Hayes at Karen.hayes@mitie.com.
About Mitie
Since 1987, Mitie’s 80,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, with clients ranging from household names in banking, critical government sites, hospitals and schools.
Join our Mitie Team
Together our diversity makes us stronger.
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