Divisional Operations Manager

Divisional Operations Manager

Full Time, Permanent role.

Typically, Monday - Friday (Flexibility required 24/7) - 45 hours per week.

Competitive Package (depending on experience).

Coverage throughout the West region including South West Coast - North Wales - Birmingham - Portsmouth - South Wales - West London.

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.

Your role reports to the Head of Operations.

You will have a team of Area Maintenance Managers reporting to you.

You will be part of a call‑out team on rota basis to ensure 24/7 cover.

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.
• Standards Strong understanding of Health & Safety legislation and compliance requirements within a retail/FM environment.
• Standards 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.
• Communication Skilled in presenting performance data clearly and effectively to stakeholders.
• Communication 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.
• Ownership Demonstrated ability to lead and manage large, remote teams, driving engagement and performance.
• Ownership 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.
• Productivity Strong results focus with proven ability to optimise resources and control budgets effectively, previous P&L responsibility desirable.
• Productivity 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.
• Excellence Willingness to work flexible hours and travel extensively across the division; full UK driving licence required.
• Excellence Committed to continuous improvement and people development through training and succession planning.

• 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 opportunities for improvement, creating and…