Operations Director London

Thorn Baker is working in collaboration with a large Facilities Management company, based in the heart of London.

We are seeking an experienced and commercially driven Operations Manager to oversee a £20 million mixed portfolio, specifically within the contract cleaning sector.

This role is responsible for leading multi-site operations, ensuring service excellence, driving profitability, maintaining strong client relationships across a diverse range of contracts (commercial, industrial, and specialist environments) and supporting the team with growth, training and progression.

This is a high-impact leadership role, reporting directly to the Managing Director and is suited to a strategic, results-driven professional who thrives in a fast-paced, service-led environment. You will play a key role in shaping operational excellence and delivering outstanding client value across a significant business portfolio.

• Proven experience in a senior operations role within the contract cleaning or facilities management sector
• Demonstrated success managing large-scale, multi-site portfolios (£10M+ preferred)
• Strong financial acumen with P&L management experience
• Excellent leadership and people management skills
• Exceptional client-facing and stakeholder management abilities
• Strong understanding of compliance, health & safety, and service delivery standards
• Commercially astute with a track record of driving growth and profitability

Operational Leadership

• Oversee day-to-day operations across a large, multi-site cleaning portfolio valued at £20 million
• Ensure consistent delivery of high-quality cleaning services in line with contractual obligations and KPIs
• Implement and maintain best practices, operational efficiencies, and service innovations

Financial Management

• Take full P&L responsibility for the portfolio
• Manage budgets, control costs, and drive margin improvement
• Identify growth opportunities within existing contracts and support new business initiatives

Client Relationship Management

• Build and maintain strong relationships with key clients and stakeholders
• Act as the primary escalation point for major operational or service issues
• Lead contract reviews, renewals, and service expansion discussions

Team Leadership & Development

• Lead, motivate, and develop a team of regional/site managers and supervisors
• Drive a high-performance culture focused on accountability, engagement, and continuous improvement
• Support recruitment, training, and succession planning initiatives

Compliance & Quality Assurance

• Ensure full compliance with health & safety, environmental, and industry regulations
• Conduct regular audits and inspections to maintain service standards
• Implement corrective actions where necessary

Strategic Growth

• Contribute to the strategic direction of the business unit
• Support tendering and mobilization of new contracts
• Identify innovation opportunities including technology, sustainability, and process improvements

• Proven experience in a senior operations role within the contract cleaning or facilities management sector
• Demonstrated success managing large-scale, multi-site portfolios (£10M+ preferred)
• Strong financial acumen with P&L management experience
• Excellent leadership and people management skills
• Exceptional client-facing and stakeholder management abilities
• Strong understanding of compliance, health & safety, and service delivery standards
• Commercially astute with a track record of driving growth and profitability