Job Title : Senior Operations & Soft Services Manager UK
Location : London
Salary: Negotiable
About Us:
At Grosvenor Services, we pride ourselves on being more than just a workplace. We are a hub for passionate and creative individuals to collaborate, grow, and make a lasting impact. With over 60 years of experience, we have consistently delivered exceptional facilities management solutions, guided by our core values of Care, Going Beyond, and Adding Value. Our commitment to fostering an inclusive and supportive environment allows our team members to thrive both personally and professionally.
Role Overview: This senior position will demand high energy to have overall responsibility for the management of Grosvenor's operations in the UK. The role reports directly to our Head of Operations & Services Ireland/UK. The successful candidate will be required to lead excellence in client service. Drive the required changes needed to operationally deliver high service levels, ensuring that our services are delivered consistently in line with the expectations of our clients and within challenging budgets. The Senior Operations & Soft Services Manager will lead and motivate a diverse and geographic operational team to deliver strategic goals. This role will align with our Head of Operations & Services Ireland/UK. to instil our company vision to deliver reassurance and confidence to ensure client retention. This role may be based in the London or surrounding areas. there will be a requirement for travel within the UK.
Duties and Responsibilities:
- Professionally manage a wide range of client relationships at a senior level, Outcome driven with excellent and timely follow up with clients and regional teams, resolve escalated client concerns
- Visit client sites in the UK, leading strong attention to detail, action any issues effectively. Ensure cleaning services are delivered as contracted and budgeted.
- Must have a professional appearance to act as a Grosvenor Ambassador
- Provide leadership and motivation to, and oversee the development of, the operational management team.
- Lead effective communications and offsite strategic meetings with area management teams
- Ensure that all performance related issues are dealt with effectively and appropriately
- Prepare accurately & timely for client business reviews (Monthly & Quarterly)
- Ensure that budget targets are achieved
- Work closely with the commercial and mobilisation team for all new contracts effectively and within agreed timeframes
- Ability to identify and implement acceleration initiatives when required
- Build close inter-departmental relationships with a one team mindset
- Work closely with our procurement department to ensure that innovative solutions are being presented to clients.
- Assist the Head of Operations & Services Ireland/UK. with maximising value for Operational budgets
- Performance manage 3rd party contracted service providers and ensure adherence to Grosvenor's purchasing policy and code of business conduct
- Smart planning of Operational execution, minimal disruption to the business
- Liaise with the commercial team to explore new business opportunities both with existing and potential clients
- Deliver and measure Grosvenor's governance obligations with Operations teams
- Drive Grosvenor's innovation and sustainable strategy to ensure we are market leaders
- Support the development of internal and client KPI measures
- Contribute to Grosvenor's future vision and business strategy to ensure we have a competitive edge
Minimum Skills and Experience Required:
- Minimum 5 Years of prior Cleaning Operations or Facilities Management experience
- High energy and enthusiasm
- Solution orientated and results driven with ability to work well under pressure
- Excellent time management skills and ability to react to unexpected situations
- Solid People Leadership skills
- Meets commitments - produces accurate work
- Excellent communication skills - written and verbal
- Experience at managing challenging budgets
- Results focused to support tactical delivery of business objectives
- An ability to manage and lead change in line with the delivery of strategic goals
- Strong value system, unquestioned integrity, and good listening skills
- Problem Solver - ability to identify problems and understand issues. Resolve issues proactively
- A strong focus on client relationship development with a proven track record
- Experience in a similar senior role managing a diverse and geographically spread workforce
- Excellent people skills and a proven track record of effective engagement
- A proven track record of strong leadership to drive and develop Operations team performance
- The ability to present effectively to both high level clients and internal senior management
- 360 team player and influencer
- An understanding of the development needs of a large operational management team
- A strong knowledge of computer-based systems (Microsoft Word, Excel, email, systems etc)
- Must possess a full, clean, drivers licence, Flexibility to be mobile is essential.
Why Join Grosvenor Services?
* Join a growing, values-led organisation with a strong reputation in the FM industry.
* Play a key role in shaping and executing our private sector growth strategy.
* Competitive salary, bonus structure, and benefits package.
* Supportive and collaborative working environment.
Application Process:
If you are interested in this position, please submit your application with an updated CV. We look forward to reviewing your application and potentially welcoming you to our team