Senior Operations Manager

The Senior Operations Manager is accountable for the performance of assigned facilities management and technical service operations across data centres and critical facilities. The role leads resident and mobile teams to deliver contractual commitments, respond promptly to customers, manage operational risks and control delivery costs. It coordinates resources across FM and Service, resolves delivery issues and develops team capability, working with BD, Commercial and Technical teams to support customer retention and profitable growth.

• Lead assigned FM and Service operations, with clear ownership of each account, work activity and contractual deliverable.
• Plan and oversee preventive and corrective maintenance, service requests, emergency response and operational ad-hoc works against agreed schedules and SLAs.
• Review performance, maintenance backlogs and overdue actions; assign owners and deadlines and intervene before service failures escal.
• Resolve resource and scope conflicts between teams, coordinating support while protecting resident-site coverage and committed maintenance schedules.
• Oversee mobilisation and handover of new contracts, confirming scope, staffing, asset information, procedures, access and readiness.

• Remain accountable for operational customer engagement, timely responses, regular updates and closure of service issues.
• Lead operational review meetings and track complaints, commitments and recovery actions through to completion.
• Manage client expectations against agreed scope and service levels; escalate variations or contractual ambiguity to Commercial.
• Ensure operational reports are accurate, timely and supported by maintenance records, performance data and completed actions.
• Coordinate with BD or Client Management on customer concerns affecting retention, while retaining ownership of the operational resolution.

• Lead incident response, escalation and recovery, ensuring prompt client communication and coordination with authorised technical specialists.
• Review incident reports and root cause analyses; implement corrective and preventive actions and verify their effectiveness.
• Review risk assessments, SOPs, MOPs, EOPs and emergency response plans for assigned operations, within delegated authority and with specialist review where required.
• Ensure high-risk works follow the applicable change-control process, including client or CAB approvals, competency checks, contingency plans and rollback arrangements.
• Maintain emergency readiness, escalation contacts and business continuity arrangements through drills and periodic reviews.

• Set responsibilities, performance expectations and KPIs for site leaders, supervisors and service teams; conduct regular reviews and coaching.
• Plan manpower, rosters, leave coverage and succession; ensure deployment matches workload, contractual requirements and competency.
• Maintain competency and training plans covering technical work, customer communication, documentation and safe working practices.
• Work with HR on recruitment, development and performance matters; establish named deputies and continuity arrangements for key roles.
• Maintain regular site engagement and resolve routine operational decisions within delegated authority, escalating material risks and decisions requiring approval.

• Develop and manage operational budgets and forecasts; monitor labour, overtime, subcontractor, material and other delivery costs.
• Review contract profitability and cost variances with Commercial and Finance; implement savings that preserve safety and contractual service levels.
• Ensure completed work, service records and client acceptance documentation are submitted promptly to support billing and revenue recognition.
• Manage vendor performance, service schedules and quality; validate completion and payment milestones before recommending payment.
• Support procurement and supplier negotiations within approved limits, and provide operational inputs to client OPEX, CAPEX and lifecycle plans.

• Enforce applicable safety, security, environmental, statutory and client requirements within the contracted scope.
• Coordinate audits and inspections, maintain relevant records and close non-conformances with accountable owners and deadlines.
• Support applicable certifications and agreed sustainability objectives,…