Operations Support Manager

About The Role
Working Pattern:Tuesday to Friday or Mondays to Thursday
- 4 days a week  Travel to Duxford/London sites 1 day a week and Manchester once a month/business needs.
During flying season air shows and flying days at Duxford weekend work will be required. This can be part of your 4 day working schedule or paid as overtime/or with time in lieu. The Contract Operations Manager will manage the day-to-day operations of the Soft Services Contract at IWM in London, Duxford, and Manchester to ensure that standards are met and always maintained across all sites within contract specifications, whilst leading and motivating direct reports. To operate consistently within Company policy and ensure that contractual obligations are fulfilled as well as delivering to financial targets.
Responsible for over 50 staff, this role will hold operational management responsibility for the Soft Services Contract within OCS Cleaning Services Department, it is a highly operational role and requires a well organised approach to a very busy and varied workload. The role reports to the Soft Services Contract Director.
Responsible for the overall management of two local Managers, one Senior Site Supervisor, four Cleaning Supervisors, over 30 Cleaning Operatives, three receptionists, two drivers and two porters ensuring they are technically competent and fully engaged in their role. The Contract Operations Manager will ensure a clean, safe, customer-facing service at all times whilst also ensuring that the principal objectives of Imperial War Museums Contract and its high-profile event calendar are supported.
Working on a flexible basis means that all employees are regularly met at work during their shifts, making management presence at ad hoc times the norm rather than the exception. Ensuring regular and good communications are maintained with the employees. Ensuring regular Site Quality Safety Visits, safety tours and toolbox talks are completed with the staff.
Health & Safety Purpose: To take a direct interest in the health and safety of yourself and others who may be affected by your work activitiesCritical Performance Measures (CPMs)/ Objectives   Effective people management and staff retention and development practicesFinancial Control and ManagementService Delivery – Quality KPI’s & SLA’s to agreed contract specificationDaily contract operations
- maintenance of contract operational/financial specificationsCompliance with all Health & Safety and hygiene obligations and responsibilities, audit successQuality Management & Client liaison
- customer reviews/feedbackKey Tasks & ResponsibilitiesCustomer LiaisonTo be the first point of contact for the management of OCS Soft Services delivery to clients and building usersDemonstrate a responsive “can-do” attitude to the client, and end usersProvide regular progress reports and service updatesResponsibility for ensuring due compliance to the contract specificationProvide reports for IWM Local FMs and for the OCS management team on all aspects of service deliveryDeal and resolve complaints in a professional and timely mannerQuality of Service DeliveryOverall responsibility for quality performance on the contract with respect to soft services which will include but is not limited to:Maintain and monitor agreed quality systems, ensuring preventative and remedial actions are taken where necessary as laid down in the contract specificationBy daily personal inspection, ensure that the scope of contract is being correctly delivered and that service standards are maintained and improved, taking remedial action where necessaryManage and motivate the teams and ad hoc contractors to provide a quality, customer friendly service always, in line with our partnering ethos/cultureEnsure that the work schedules are regularly reviewed to ensure best value for money and efficient delivery of services to our client requirementsMonitor and report on quality-of-service delivery to include cleaning related services: feminine hygiene, consumables, waste, window cleaning, pest control, watercoolers, etc.
Monitor customer feedback and respond to customer commentsMonitor staffing levels to ensure adequate cover to maintain contract specificationMonitor productivity levels to ensure best value and compliance with the specificationUndertake independent and joint cleaning audits on a monthly basisPersonnel Management and administrationTo ensure that the OCS image is reflected positively through staff appearance and demeanourCommunicate regularly with staff through formal and informal channels to ensure that there is a free flow of ideas, and that morale remains highMaintain staffing levels in accordance with contract requirements and recruit when appropriate.
Direct activities of all reports, ensuring that they are properly trained to fully perform their duties and responsibilitiesMaintain and meet the contract training and development plan for all staff employed on the contractEnsure that the mo