Head of Operational Service Centre

Job Description

In this role, you will shape how work is planned, prioritised, coordinated and monitored across the contract, embedding service excellence, customer focus and continuous improvement. By bringing together people, processes, technology and data, you will ensure the Operational Service Centre provides the insight, control and responsiveness required to support a high-performing FM operation.

Key Responsibilities

• Lead the Operational Service Centre, overseeing helpdesk, triage, planning, scheduling, dispatch, work-order management and FM support services.
• Manage the end-to-end work-order lifecycle for planned, reactive and remedial activity through to closure and billing readiness.
• Act as the key interface between customers, site teams, Facilities Managers, engineers, specialist service lines, subcontractors and account leadership.
• Lead demand, capacity and resource planning to ensure workloads are effectively prioritised and aligned to operational capability.
• Drive achievement of contractual SLAs, KPIs and customer outcomes, maintaining oversight of performance and service recovery.
• Ensure robust operational controls, governance and compliance, maintaining data accuracy and completion records within FM systems.
• Provide operational insight through management information, identifying performance trends, risks and improvement opportunities.
• Lead operational resilience, critical incident response and continuous improvement initiatives, including process simplification, technology adoption and service transformation.

Professional and Personal Competencies/Qualifications

• Significant senior leadership experience in large-scale FM, workplace services or outsourced environments.
• Experience leading service centres, helpdesks, scheduling, dispatch or workforce planning functions.
• Proven accountability for service performance, governance, compliance and operational recovery.
• Strong understanding of FM delivery, including maintenance, scheduling, subcontractor management and customer service.
• Strong commercial and financial acumen, including budget and resource management.
• Ability to build effective senior stakeholder relationships and manage escalations.
• Data-driven approach to improving performance, managing risk and supporting decisions.
• Experience leading operational change, process improvement and technology-enabled transformation.
• Knowledge of governance frameworks, quality standards and compliance requirements.
• Inclusive leader with a track record of developing teams and driving accountability.
• High integrity with a strong commitment to safety, compliance and customer outcomes.

The Company

ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience.

Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it’s hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people.

We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference. #Becomewhoyouwant, #Bepartofsomethingbigger,

#aplacetobeyou,

#facilitiesmanagement

ISS is proud to be a diverse and inclusive employer.

ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste), religion or belief, sex, sexual orientation or educational background.

We are proud to be a Gold Employer Recognition Scheme (ERS) award holder and a signatory of the Armed Forces Covenant, recognising our commitment to supporting veterans, reservists, and military families. Through our Joint Forces Programme, we provide mentoring and support to members of the Armed Forces community and their spouses as they transition into civilian careers.

We are a Disability Confident Committed (Level 2) employer, proudly supporting and promoting inclusive hiring practices in line with the UK government’s Disability Confident scheme.

Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.