Operation Manager
| Posting date: | 09 January 2026 |
|---|---|
| Hours: | Full time |
| Closing date: | 08 February 2026 |
| Location: | TW6 1EW |
| Company: | Mitie |
| Job type: | Permanent |
| Job reference: | 88150 |
Summary
Position: Operations Manager
Location: Heathrow Airport, Terminal 2, Hounslow
Job Purpose
The Operations Manager is responsible for delivering a high quality, proactive Soft Facilities Management service to Heathrow Airport.
Working as a key member of for the delivery of soft FM services provision to the Airport, together with the co-ordination of environmental, health and safety policies and procedures, whilst ensuring all contractual requirements and performance targets are met.
Working closely with the senior management team to develop line management capability and the implementation of good people management practices through advising on complex operational matters, coaching and mentoring to deliver service excellence. To interface with the client and stakeholders on site, ensuring a two-way flow of information exists and that appropriate reporting structures, methodologies and frequencies are in place.
Responsibilities
· Delivering a high quality, proactive Soft Facilities Management service to both the client and passengers and always discharge this responsibility with utmost professionalism
· Responsible for managing the Profit and Loss (P&L) account and attending monthly finance reviews to report on the financial performance of the Terminal during the reporting cycle
· Work with other Operations Manager to identify additional revenue opportunities.
· Leading, coaching and developing the operational teams
· Manage internal and external stakeholder relationships and expectations.
· Ensure that internal/external training is provided Developing best practice for FM services to drive service and quality improvements across the contract.
· Carry out regular site audits e.g. HSE and regular quality checks
· Act as key focal point for any operational issues and respond within agreed timescales.
· Ensure that all aspects of Health and Safety are covered and the correct documentation is held
· Ensure the contract meets statutory compliance regulations.
Knowledge Skills & Experience
· Influencing and Teamwork: Ability to influence others and move toward a common vision. Must be a team player and able to work collaboratively with and through others.
· Analytical Skills: Has a structured approach to problem solving with a natural inclination for planning strategy and tactics. Drives to fix the ultimate root causes to drive sustainable change, Flexible and adaptable.
· Proven ability to motivate and lead a facilities management team with exceptional customer service.
· Managing stakeholders' expectations.
· Excellent stakeholder engagement and management skills
· Demonstrable experience of managing budgets.
· Team management skills including communication & prioritisation.
· Business continuity and incident management in high technology driven environments in the financial or technology sectors.
· Knowledge of Health & Safety regulations
· Proven communication and influencing skills with the ability to gain acceptance at all levels of management and external suppliers.
· Proven analytical and problem-solving skills. Ability to use initiative, judgement and take decisions.
· Ability to act calmly and give clear instructions in an emergency.
· GCSE standard in English and Maths or equivalent preferred
Person
· Ability to communicate at all levels and work as a team
· Ability to work under pressure.
· Good interpersonal skills
· Excellent time management skills
· Positive disposition - self-motivated and ability to motivate others.
Location: Heathrow Airport, Terminal 2, Hounslow
Job Purpose
The Operations Manager is responsible for delivering a high quality, proactive Soft Facilities Management service to Heathrow Airport.
Working as a key member of for the delivery of soft FM services provision to the Airport, together with the co-ordination of environmental, health and safety policies and procedures, whilst ensuring all contractual requirements and performance targets are met.
Working closely with the senior management team to develop line management capability and the implementation of good people management practices through advising on complex operational matters, coaching and mentoring to deliver service excellence. To interface with the client and stakeholders on site, ensuring a two-way flow of information exists and that appropriate reporting structures, methodologies and frequencies are in place.
Responsibilities
· Delivering a high quality, proactive Soft Facilities Management service to both the client and passengers and always discharge this responsibility with utmost professionalism
· Responsible for managing the Profit and Loss (P&L) account and attending monthly finance reviews to report on the financial performance of the Terminal during the reporting cycle
· Work with other Operations Manager to identify additional revenue opportunities.
· Leading, coaching and developing the operational teams
· Manage internal and external stakeholder relationships and expectations.
· Ensure that internal/external training is provided Developing best practice for FM services to drive service and quality improvements across the contract.
· Carry out regular site audits e.g. HSE and regular quality checks
· Act as key focal point for any operational issues and respond within agreed timescales.
· Ensure that all aspects of Health and Safety are covered and the correct documentation is held
· Ensure the contract meets statutory compliance regulations.
Knowledge Skills & Experience
· Influencing and Teamwork: Ability to influence others and move toward a common vision. Must be a team player and able to work collaboratively with and through others.
· Analytical Skills: Has a structured approach to problem solving with a natural inclination for planning strategy and tactics. Drives to fix the ultimate root causes to drive sustainable change, Flexible and adaptable.
· Proven ability to motivate and lead a facilities management team with exceptional customer service.
· Managing stakeholders' expectations.
· Excellent stakeholder engagement and management skills
· Demonstrable experience of managing budgets.
· Team management skills including communication & prioritisation.
· Business continuity and incident management in high technology driven environments in the financial or technology sectors.
· Knowledge of Health & Safety regulations
· Proven communication and influencing skills with the ability to gain acceptance at all levels of management and external suppliers.
· Proven analytical and problem-solving skills. Ability to use initiative, judgement and take decisions.
· Ability to act calmly and give clear instructions in an emergency.
· GCSE standard in English and Maths or equivalent preferred
Person
· Ability to communicate at all levels and work as a team
· Ability to work under pressure.
· Good interpersonal skills
· Excellent time management skills
· Positive disposition - self-motivated and ability to motivate others.