Locations: Manchester, Duxford, London
Responsible for: 6 sites and 30 employees plus.
You need to have a valid UK driving licence and be confident to use the company van.
The Operations Manager will manage the day-to-day operations of the Soft Services Contract at the Museum group in London, Duxford, and Manchester to ensure that standards are met and always maintained across all sites within contract specifications, whilst leading and motivating direct reports. To operate consistently within Company policy and ensure that contractual obligations are fulfilled as well as delivering to financial targets.
Working on a flexible basis meaning that all employees are regularly met at work during their shifts, making management presence at ad hoc times the norm rather than the exception. Ensuring regular and good communications are maintained with the employees. Ensuring regular Site Quality Safety Visits, safety tours and toolbox talks are completed with the staff.
Your key responsibilities will include:
Lead day‑to‑day Soft Services operations ensuring all KPIs, SLAs and contract standards are consistently met.
Act as the primary client liaison, providing regular updates, resolving issues quickly, and building strong professional relationships.
Maintain high quality service delivery through inspections, audits, performance monitoring and continuous improvement initiatives.
Manage, motivate and develop staff, ensuring training, compliance, professionalism and strong team culture.
Oversee staffing levels, rosters and productivity, ensuring the most efficient and effective use of resources.
Control contract finances, managing labour, materials and overheads to stay within budget while ensuring value for money.
Ensure full compliance with Health & Safety, hygiene and QHSE standards, including audits, risk assessments and safe working practices.
Drive continuous improvement, identifying efficiencies, cost savings and service enhancements across all soft services.
Coordinate with service partners and contractors, ensuring quality, safety and alignment with contract requirements.
Represent and uphold the organisation’s reputation, delivering reliable services, supporting events/projects, and maintaining excellent client satisfaction.
You will meet the following criteria:
Ability to follow policies and procedures
Willingness to bring concerns to corporate attention via prescribed channels
Excellent team player
Positive and proactive attitude with ability to work on own initiative and to work with others
Excellent attention to detail
Outgoing and pleasant characteristics
Excellent communication skills both written & verbal
An ability to demonstrate sound judgement and integrity
Ability to resolve conflicting issues and priorities
Operationally focused and flexible approach to work needs and flexible working attitude to accommodate the contract requirements and changing business needs such as working weekends and unsociable hours where he/she MUST be present on site for big openings, projects, or important events (when needed)
IT Literate, MS Office/competent in the use of Microsoft Excel, Power Point, Word, Outlook and other CAFM system/applications