Operations Support Manager

Job Overview

The Operations Support Manager is responsible for the ownership, optimisation and best practice use of operational tools and processes, while leading and supporting contract mobilisations, compliance assurance and operational readiness across the business.

The Operations Support Manager will act as a central point of contact for the business, and as a key bridge between operations and clients, ensuring data integrity, statutory compliance, efficient processes and seamless transition from mobilisation into business-as-usual operations.

Through strong stakeholder engagement, governance and continuous improvement, the role supports service performance, client satisfaction and strategic business outcomes.

Roles & Responsibilities

The roles and responsibilities of the Operations Support Manager will be varied and will include, but not be limited to:

Operational Support & Data Management

• Act as a central point of contact for operational queries across the business.
• Provide first-line support for operational queries, including user setup, site setup, asset data and planned maintenance activities.
• Identify better ways of working through improved use of technology, tools and automation.
• Support mobilisation of new contracts with mobilisation meetings and coordination where required, as well as management support of demobilisation.

Operational Performance & Governance

• Support the Service Director and operational teams with planning and delivery of client business reviews, treating these as strategic opportunities.
• Provide weekly performance updates to the Service Director.
• Ensure effective communication with central Apleona functions to support the division.
• Monitor and escalate operational risks, performance issues and improvement opportunities.

Out of Hours (OOH) & Support Centre Oversight

• Hold senior responsibility for the Out of Hours (OOH) function, including phone line setup and governance.
• Ensure the call-out rota is accurately issued weekly and updated as required.
• Provide support to the Support Centre where required to maintain service continuity.

General & Ad-Hoc Support

• Provide wider support to the Service Director on tasks impacting overall business performance.
• Adapt to additional responsibilities in support of mobilisation, operational delivery and continuous improvement as required.

Maintain and administer operational data, ensuring correct access, accurate asset registers and updated maintenance planners in line with evolving contractual requirements.

• Act as a key point of escalation for issues, suggested improvements and performance of operational tools.
• Support clients with their own operational portals, including user setup, training and guided support.
• Monitor overall business performance across client and internal data platforms, escalating risks and implementing improvements where required.
• Maintain a "best in practice" approach to operational data usage and remain accountable for overall effectiveness and performance.

Mobilisation, Contract Support & Process Improvement

• Support mobilisation activity, including data setup, uploads, compliance documentation and readiness for service commencement.
• Provide contract support cover as required, contributing to smooth transitions and ongoing operational stability.
• Manage and implement new or improved business processes where efficiencies are identified.

Person Spec

Strong IT literacy with confidence using CAFM systems, Excel and Microsoft 365 tools Formal FM qualification (e.g. IWFM Level 4+ or equivalent) Ability to create, maintain and validate asset registers and PPM planners Experience contributing to CAFM system implementations, upgrades or integrations High level of attention to detail with strong data governance principles Knowledge of API integrations between CAFM and client systems Data analysis or reporting qualifications or certifications Experience & knowledge Demonstrable experience in facilities management operations or a similar environment Experience within a multi-site, multi-client FM service provider Experience supporting contract mobilisation and transition into business-as-usual operations Experience supporting demobilisation or contract exit processes.

Knowledge of statutory PPM regimes and compliance documentation management Experience supporting client portals and external system access Experience working with operational teams to embed systems and processes Exposure to audit preparation and compliance assurance activities Ability to identify process inefficiencies and implement practical improvements Experience overseeing or supporting out-of-hours or helpdesk operations