Operations Support Manager

Overview

As Contract Operations Manager for OCS Soft Services at Imperial War Museums locations, you will oversee day-to-day operations, leading a large on-site team to meet contract standards, quality, and safety while achieving financial targets. You’ll coordinate across multiple sites (London, Duxford, Manchester) and manage events-driven workload, including weekend duties during flying seasons. Your role focuses on service delivery, client liaison, and continuous improvement to uphold the IWM contract objectives.

This is a high-visibility, operational leadership role with a strong emphasis on people management and safety.

• digital learning
• Hapi retail perks
• flexible pay with Wagestream
• award-winning employer status
• professional growth opportunities
• flexible working patterns

• First point of contact for OCS Soft Services delivery to clients and building users
• Ensure contract specification compliance and provide regular reporting to IWM Local FMs and OCS management
• Lead and develop two local Managers, supervisors, operatives, receptionists, drivers and porters
• Maintain quality systems and conduct regular site inspections and safety tours
• Monitor staffing, productivity, and service levels to meet KPIs and SLAs
• Oversee health and safety compliance, risk assessments, COSHH, and safety briefings
• Manage financials: control costs, maintain budgeting via Timegate, and optimise value
• Conduct monthly cleaning audits and produce performance reports for management
• Foster positive client relationships and participate in joint inspections/audits with IWM
• Support continuous improvement initiatives and cost-saving opportunities
• Ensure staffing and training plans align with contract requirements and multi-site needs
• Oversee incident/issue resolution and ensure timely communication with stakeholders

• OSIH Managing Safely Qualification (Essential)
• BICS License to Practice
• IWFM Qualification (Desirable)
• GCSE Maths & English (Ideally)
• Experience managing large, multi-site cleaning/soft services teams
• Knowledge of Timegate rostering/time and attendance
• Experience in events/venue environments with quick turnarounds
• Driving licence required
• Strong leadership, communication, and health & safety focus
• Proven track record in budget, KPI/SLA achievement and client liaison

• strong communication
• people management
• proactive problem-solving
• Timegate rostering/Time and Attendance
• CAFM systems
• MS Office (Excel, Word, PowerPoint)