Operations Support Manager

Working Pattern

Tuesday to Friday or Mondays to Thursday - 4 days a week

Tuesday to Friday or Mondays to Thursday - 4 days a week

Travel to Duxford/London sites 1 day a week and Manchester once a month/business needs.

During flying season air shows and flying days at Duxford weekend work will be required. This can be part of your 4 day working schedule or paid as overtime/or with time in lieu.

The Contract Operations Manager will manage the day-to-day operations of the Soft Services Contract at IWM 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.

Responsible for over 50 staff, this role will hold operational management responsibility for the Soft Services Contract within OCS Cleaning Services Department, it is a highly operational role and requires a well organised approach to a very busy and varied workload. The role reports to the Soft Services Contract Director.

Responsible for the overall management of two local Managers, one Senior Site Supervisor, four Cleaning Supervisors, over 30 Cleaning Operatives, three receptionists, two drivers and two porters ensuring they are technically competent and fully engaged in their role. The Contract Operations Manager will ensure a clean, safe, customer-facing service at all times whilst also ensuring that the principal objectives of Imperial War Museums Contract and its high-profile event calendar are supported.

Working on a flexible basis means 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.

To take a direct interest in the health and safety of yourself and others who may be affected by your work activities

• Effective people management and staff retention and development practices
• Financial Control and Management
• Service Delivery – Quality KPI’s & SLA’s to agreed contract specification
• Daily contract operations - maintenance of contract operational/financial specifications
• Compliance with all Health & Safety and hygiene obligations and responsibilities, audit success
• Quality Management & Client liaison - customer reviews/feedback

• To be the first point of contact for the management of OCS Soft Services delivery to clients and building users
• Demonstrate a responsive “can-do” attitude to the client, and end users
• Provide regular progress reports and service updates
• Responsibility for ensuring due compliance to the contract specification
• Provide reports for IWM Local FMs and for the OCS management team on all aspects of service delivery
• Deal and resolve complaints in a professional and timely manner

• Maintain and monitor agreed quality systems, ensuring preventative and remedial actions are taken where necessary as laid down in the contract specification
• By daily personal inspection, ensure that the scope of contract is being correctly delivered and that service standards are maintained and improved, taking remedial action where necessary
• Manage and motivate the teams and ad hoc contractors to provide a quality, customer friendly service always, in line with our partnering ethos/culture
• Ensure that the work schedules are regularly reviewed to ensure best value for money and efficient delivery…