Centralised Operations Manager

Location: Docklands, London
Salary: £70,000 – £75,000 per annum, depending on experience
Contract: 16-month fixed-term contract

Working Hours: Monday to Friday, 8:30am – 5:30pm
Hybrid Working: 4 days office-based, 1 day working from home

We are currently recruiting for an experienced Centralised Operations Manager to join a leading property and facilities management organisation on a 16-month fixed-term contract.

This is a strategic and influential role responsible for providing leadership, governance and continuous improvement across three key areas: FM Helpdesk Management, CAFM Systems Governance & Optimisation, and the centralisation and standardisation of building management processes.

You will work closely with Directors, Building Managers and key operational stakeholders to improve consistency, efficiency and service delivery across the organisation.

The Role:

As Centralised Operations Manager, you will provide strategic oversight of the FM Helpdesk and CAFM functions, while driving the development of standardised operational processes across the wider FM operation.

You will lead and develop the FM Helpdesk Manager and CAFM Systems Administrator, setting clear priorities, performance standards and development objectives.

A key part of the role will be acting as the business owner for CAFM systems, ensuring they remain secure, compliant, fit for purpose and aligned with operational and business requirements. You will also identify opportunities to improve system functionality, reporting, automation and data quality.

You will have a strong focus on PPM, reactive maintenance, engineering resource planning and statutory compliance, ensuring processes are consistent and effectively governed across operational teams.

Key Responsibilities:

• Provide leadership and line management to the FM Helpdesk Manager and CAFM Systems Administrator.
• Provide strategic oversight of the FM Helpdesk, ensuring a consistent, customer-focused and compliant service.
• Act as a senior escalation point for significant operational, service delivery and stakeholder issues.
• Own the CAFM strategy, governance and continuous improvement programme.
• Ensure CAFM data, asset information and operational records are accurate, secure and effectively managed.
• Lead the implementation and optimisation of CAFM functionality, reporting tools, automation and system integrations.
• Develop and standardise FM processes, particularly around PPM, reactive maintenance, engineering resources and compliance.
• Develop governance frameworks, procedures and controls to improve consistency and operational performance.
• Work closely with Health & Safety, Engineering and operational teams to ensure systems and processes support statutory compliance and audit requirements.
• Lead and coordinate internal and external audits, ensuring compliance with ISO standards, regulations and company policies.
• Monitor KPIs, service trends and stakeholder feedback, using data to identify areas for improvement.
• Produce management information, performance reports and recommendations for senior stakeholders.
• Manage budgets and financial governance across the Helpdesk and CAFM functions, including forecasting and expenditure management.
• Support business continuity, operational resilience and wider transformation initiatives.

About You:

We are looking for an experienced FM professional with a strong background in operational management, CAFM, governance and process improvement.

You will ideally have:

• Proven experience in a senior operational, systems or governance role within Facilities Management, Property Management, Building Services or a similar environment.
• Experience managing and developing managers and specialist teams.
• Strong knowledge of CAFM systems, including governance, administration, data management and system optimisation.
• A strong understanding of PPM, reactive maintenance, engineering operations and statutory compliance.
• Experience developing and implementing processes, procedures and governance frameworks.
• Experience managing audits, quality systems, regulatory compliance and ISO standards.
• Strong Health & Safety knowledge and experience working with technical and operational stakeholders.
• Excellent analytical and reporting skills, with the ability to use KPIs and performance data to drive improvement.
• Strong commercial awareness, including experience managing budgets, expenditure and financial performance.
• Excellent communication and stakeholder management skills, with the confidence to influence at all levels.
• Strong Microsoft Office skills, particularly Excel, PowerPoint and Word.
• Experience with Power BI, Concept Evolution, SFG20, Yardi or similar CAFM/reporting systems would be advantageous.

Why Consider This Opportunity?

This is an excellent opportunity for an experienced Facilities Manager, FM Operations Manager, CAFM Manager or Central Operations professional to take on a strategic role within a large and complex property environment.

You will have genuine ownership of CAFM strategy, operational governance, Helpdesk performance and process improvement, working closely with senior stakeholders and having a direct impact on how FM services are delivered across the organisation.

If you have a strong background in FM operations, CAFM, governance and continuous improvement and are looking for a strategic fixed-term opportunity, we would be keen to hear from you.