Building Services Manager in London

We are looking for an experienced and dynamic Senior Operations Manager within Facilities Management to be accountable for the operational service delivery of the WPP account across our portfolio of campuses in London. This role involves overseeing operational assurance and service delivery across the FM model and estate, which includes day-to-day operations, people management, performance management, and supplier management to ensure the contract entitlement is appropriately delivered.

The successful candidate will ensure best practices across all operational services, including asset management, hard services, soft services, supply chain performance, and governance. Acting as the Account Director's deputy, you will manage daily operations, allowing the Account Director to focus on developing and implementing the customer's vision and partnership plan, in collaboration with the client, to provide greater value to WPP.

Main Duties:

You will own the operational delivery across all service lines, providing an integrated solution to the client. You will drive a service excellence culture among the operations and support teams. You will provide clear lines of interface and accountability to enable effective decision making. You will demonstrate a personal commitment to the contract that drives excellence and value initiatives. Supporting and collaborating with the WPP Campus Managers and wider client team to deliver an excellent campus experience will be essential. You will develop an operational assurance plan and conduct ongoing management reviews to assess performance and ensure alignment with WPP business demand.

Supporting the people, talent, and resource plan, including L&D and multi-skilling training programmes, will be a key responsibility, building resilience within the team. You will support people, culture, and employee engagement plans. Reviewing asset data to ensure the suitability of the maintenance regime, statutory compliance, lifecycle modelling, and the self-service delivery model will be part of your duties. You will re-assess supply chain suitability, including opportunities for Mitie to self-deliver to WPP, and implement supplier performance management while reviewing communications targeted at the FM team. Implementing, managing, and reporting on the agreed KPI model will be crucial.

You will lead process and continuous service improvement initiatives, governance, and drive consistency and high standards for contract management and reporting, working closely with the data team. Effectively managing all HR issues pertinent to the team, such as payroll, absenteeism, performance, recruitment, grievances, and disciplinary processes, will be part of your role. Arranging regular meetings and operational reviews with campus managers and clients to provide feedback on all aspects of performance and innovation is necessary. You will ensure the service aligns with and supports the customer's objectives.

You will develop cost and service improvement plans that provide tangible value for WPP. Developing and maintaining strong client and stakeholder communication is essential to ensure the success of the account. Supporting the Account Director on the development of the annual budget plan, ensuring it reflects an accurate financial picture for the coming year, will be part of your duties. You will assist in managing the P&L, launching corrective and preventive actions focused on productivity and effectiveness.

Leading teams by creating an open and honest working environment that promotes equality, diversity, inclusion, and recognition is vital. Pro-actively managing H&S, ensuring a safe working environment and maintaining a safety-driven culture, adhering to all legislative and company policies, processes, and procedures, will be essential. You will fully engage the client at an operational level, building strong and sustainable relationships. Inspiring, supporting, and directing a senior team of Managers in delivering business objectives, with regular communication, feedback, and appraisal of clearly set objectives, is crucial.

Driving an employer of choice culture resulting in appropriate levels of employee satisfaction, performance, and engagement is expected. Thoroughly understanding the fundamentals of the client's business, managing and influencing senior-level client contacts, and maintaining positive working relationships is necessary. As an inspirational and visionary mentor and leader, you will attract, retain, and develop upper quartile talent and create a structure that supports succession planning and people development. Supporting the development of new Mitie sales where appropriate, ensuring continuous growth, is part of your role.

You will attend and participate in training and appraisal activities as required. Following Mitie policies and procedures at all times, observing and complying with WPP policies, guidelines, rules, and regulations, particularly relating to WPP Business Security and IT, is essential.

About You

• We are looking for a leader who empowers their team and collaborates and builds relationships across all levels. You should tackle problems creatively and possess excellent organisational skills.
• You must be able to represent Mitie effectively at both internal and external meetings and lead by example in all role activities.
• Acting with a high level of honesty, integrity, loyalty, and respect is crucial.
• You should have an analytical approach to finding solutions and extensive experience in the FM industry .
• A proven track record of building and developing client relationships and achieving stretching budget targets is required.
• Excellent listening and probing skills, the ability to work in a fast-paced environment with an exceptional work ethic and individual accountability, are prerequisites.
• You must be able to manage and maintain third-party supplier relationships and have an awareness of good financial practices. Handling multiple priorities, working under pressure, and ensuring delivery against challenging SLAs is necessary. You should be able to handle complaints and difficult situations in a patient, calm, and effective manner.