Operation Manager

Position

Operations Manager

Heathrow Airport, Terminal 2, Hounslow

The Operations Manager role will be a management role within the Heathrow unitary management structure, reporting through to the Head of Soft Services. Your role is to ensure the comprehensive governance, tactical and operational management of the airport's complex hygiene services maintained in line with contractual requirements and clients expectation. This includes comprehensive logistical deployment and management of a significant workforce;

it is essential that you are people focused and standards driven. The role's prime focus is on providing the passengers of Heathrow an exemplar experience by delivering all that is pledged in the contract and its associated key performance indicators. The role works harmoniously in partnership with the client, so strong communication skills are essential.

• Deliver a high quality, proactive Soft Facilities Management service to both the client and passengers and always discharge this responsibility with utmost professionalism.
• Responsible for managing the Profit and Loss (P&L) account and attending monthly finance reviews to report on the financial performance of the Terminal during the reporting cycle.
• Work with other Operations Managers to identify additional revenue opportunities.
• Lead, coach and develop the operational teams.
• Manage internal and external stakeholder relationships and expectations.
• Ensure that internal/external training is provided and develop best practice for FM services to drive service and quality improvements across the contract.
• Carry out regular site audits e.g. HSE and regular quality checks.
• Act as the key focal point for any operational issues and respond within agreed timescales.
• Ensure that all aspects of Health and Safety are covered and the correct documentation is held.
• Ensure the contract meets statutory compliance regulations.

• Ability to engage with the senior client team with confidence and a keen understanding of strategy, tactical engagement and operational delivery.
• People focused, passionate, kind and team oriented.
• Experience in dealing with sub‑contractors and supply chain.
• Confident in making decisions and following up their decisions with action, achieving objectives by motivating and working through others.
• Experience of managing a Soft Services support team, including absence management and development of staff.
• Influencing and teamwork: ability to influence others and move toward a common vision. Must be a team player and able to work collaboratively with and through others.
• Analytical skills: a structured approach to problem solving with a natural inclination for planning strategy and tactics, drives to fix the ultimate root causes to drive sustainable change, flexible and adaptable.
• Financial acumen: ability to understand the financial effects of certain choices and actions and make informed decisions to maximize profits and decrease loss. Maintains and applies a broad understanding of financial management principles to ensure decisions are fiscally sound and responsible. Attends AFP meetings and has full grip on GMP.

Our market‑leading offering provides benefits that suit your lifestyle. We have a virtual GP, salary finance, flexible lifestyle benefits platform (Choices), up to five extra holidays per year, critical illness insurance, dental treatment, technology products, high‑street discounts, cycle‑to‑work scheme, life cover up to four times your salary, enhanced pension contributions, a save‑as‑you‑earn scheme and a Mitie Matching Share Plan. Mitie stars provide recognition and prizes, including a chance to win £10,000.

We offer diverse training and development opportunities.

We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long‑term condition and need reasonable adjustments, please let us know by emailing Jessica Mercel at