Divisional Operations Manager

Job Role:

Divisional Operations Manager

Salary:
Competitive Package

Location:

West Division (South West Coast - North Wales, Birmingham, Portsmouth, South Wales, West London)

Purpose of the Role

Provide strategic leadership to Area Managers and their field teams, ensuring safe, compliant, and efficient delivery of Hard Facilities Management across approximately 200 retail stores for a major UK retailer. Build and maintain strong, collaborative relationships with store teams and senior customer stakeholders, understanding the unique demands of a fast-paced retail environment and acting as a trusted partner to maintain operational excellence.

As an integral member of the leadership team, drive performance, resource optimisation, and strict budgetary control while embedding City's SCOPE framework prioritising safety, proactive communication, ownership, and productivity in every aspect of service delivery.

This role is ideal for someone who thrives on variety, takes pride in delivering quality, and understands that great service is about people as much as systems

Where do I fit in?

Your role reports to the Head of Operations

You will have a Team of Area Maintenance Managers reporting to you

Support Geographic Area Managers (up to
7) - approx. 200 total stores within Division

Coverage from (South West Coast - North Wales, Birmingham, Portsmouth, South Wales, West London)

45 hours per week - typically Monday to Friday and the part of call out change to - As part of the senior leadership team a rota based support is required which includes a weekend

Knowledge, Skills & Abilities

To succeed in this role, you will demonstrate strong technical expertise and embrace City's SCOPE framework - our way of working and building better maintenance together

Standards

Ideally educated to degree level or equivalent in a business or technical discipline.

Strong understanding of Health & Safety legislation and compliance requirements within a retail/FM environment.

Proven ability to uphold high service standards and deliver operational excellence across multiple sites.

Communication

Exceptional communication skills, both written and verbal, with the ability to influence and build trust at all levels.

Skilled in presenting performance data clearly and effectively to stakeholders.

Ability to maintain strong customer relationships and act as a trusted partner in a fast-paced retail environment.

Ownership

Experience as a Regional or Divisional Manager within retail, leisure, or FM sectors, with accountability for large-scale operations.

Demonstrated ability to lead and manage large, remote teams, driving engagement and performance.

Strong decision-making and problem-solving skills, taking responsibility for outcomes and delivering on commitments.

Productivity

Excellent planning, organising, prioritisation, and project management skills to manage complex workloads.

Strong results focus with proven ability to optimise resources and control budgets effectively, previous P&L responsibility desirable.

High PC literacy, including data extraction, analysis, and reporting to drive performance improvements.

Excellence

Highly flexible and strategic in approach, adapting to changing priorities in a 24/7 retail operation.

Willingness to work flexible hours and travel extensively across the division; full UK driving licence required.

Committed to continuous improvement and people development through training and succession planning.

Key Accountabilities

* Deliver all maintenance services to agreed SLAs, ensuring compliance with statutory, legislative, and Health & Safety requirements at all times.

* Maintain strong, collaborative relationships with internal teams and senior customer stakeholders, acting as a trusted partner to meet the demands of a fast-paced retail environment.

* Lead, coach, and motivate Area Managers and their teams to optimise performance, engagement, and service delivery.

* Ensure consistent application of company policies, procedures, and standards across all operations.

* Manage divisional budgets effectively, optimising value and controlling costs without compromising service quality.

* Analyse performance data to identify trends and…