Senior Operations Director Soft Services (Cleaning FM) Location: London Salary: £80,000 - £100,000 + car + Bonus + Benefits Industry: Facilities Management Soft Services (Cleaning) Employment Type: Full-Time, Permanent About the Role We are seeking a high-calibre Senior Operations Director with deep expertise in soft services facilities management, specifically across large-scale commercial cleaning operations. You will act as the senior strategic lead across a £20 mil plus portfolio, overseeing the delivery, commercial performance, and operational effectiveness of our service contracts. With a key focus on driving operational efficiency, commercial success, and stakeholder alignment, this is a critical leadership role for a top-tier operator. As part of the senior leadership team, you ll shape and deliver divisional-wide performance strategies, ensure compliance and service quality, and lead high-performing teams to meet ambitious commercial and service objectives. Your strong commercial acumen and operational excellence will help us continue to grow sustainably while ensuring our customers receive industry-leading service. Key Responsibilities

• Leadership & Strategic Direction: Set the vision and lead the strategic operational planning across a national cleaning portfolio. Ensure teams are aligned to organisational goals and customer expectations, driving a culture of excellence and continuous improvement.
• Client Engagement & Relationship Management: Lead high-level engagement with key clients and stakeholders through regular reviews, strategic discussions, and performance presentations. Be a trusted point of contact and escalation for commercial and operational matters.
• Operational Oversight: Monitor service delivery across multiple high-value contracts, ensuring that key performance indicators (KPIs), service-level agreements (SLAs), and compliance standards are consistently met or exceeded.
• Commercial & Financial Accountability: Own the P&L across a portfolio valued at £20m+, identifying cost-saving opportunities and driving profitability. Lead commercial reviews and support pricing strategies, tender responses, and acquisition assessments.
• Team Development & Performance Management: Mentor, guide, and support a large and diverse operational team. Promote leadership capability across the business and ensure succession planning, skills development, and high engagement levels.
• Operational Excellence & Quality Assurance: Drive standards across safety, quality, and sustainability. Conduct regular site audits and leverage performance data to identify areas for innovation, efficiency, and optimisation.
• Change Leadership & Integration: Lead business transformation initiatives, including new contract mobilisations, change programmes, and acquisition integrations. Ensure seamless service delivery and cultural alignment through times of change.

Skills & Experience Required

• A strong background in senior operations leadership within soft services FM, with a heavy emphasis on cleaning services.
• Proven ability to manage and grow a £20m+ business portfolio, driving operational efficiency, margin growth, and customer satisfaction.
• Demonstrable experience of managing commercial risk, pricing strategies, and P&L responsibility in a complex, multi-site environment.
• Successful track record of leading and integrating acquisitions, delivering stability and commercial performance during transitional periods.
• Ability to inspire, lead, and mentor large operational teams, with excellent people leadership skills and experience in performance management and cultural development.
• Deep commercial insight with the ability to assess data, spot inefficiencies, and implement actionable solutions at pace.
• Experience working with clients in regulated sectors (e.g., healthcare, education, public sector) is desirable.
• High-level communication skills with the ability to influence at executive level, both internally and externally.

What You ll Bring

• Strategic thinking with a hands-on approach.
• Commercially savvy, financially astute, and numbers-driven.
• Calm under pressure with excellent decision-making ability.
• People-first mindset with a passion for leadership and development.
• Resilience, ambition, and integrity in equal measure.

Why Join Us? This is an opportunity to join a leading FM provider undergoing significant growth and transformation. You'll be empowered to shape operational direction and influence the broader strategy while working with a talented senior team. We re committed to building an inclusive, values-driven culture with real focus on innovation and service delivery. Apply Now to take the next step in your leadership career with a company that rewards strategic thinking, operational excellence, and commercial impact.