CWG
Centralised Operations Manager (Maternity Cover)
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Department: FM Helpdesk
Company: Canary Wharf Management Limited
Reporting to: Director - Operations
Job Summary
To provide strategic leadership, governance, and continuous improvement across three key service pillars to ensure they stay aligned and cohesive in how they operate: FM Helpdesk Management, CAFM Systems Governance & Optimisation, and Centralisation of Relevant Building Management Processes.
Responsible for leading the Facilities Management (FM) Helpdesk and Computer Aided Facilities Management System (CAFM) functions through the FM Helpdesk Manager and CAFM Systems Administrator, ensuring the delivery of consistent, customer-focused services, effective governance, and regulatory compliance across the organisation. The role is accountable for defining service standards, operational frameworks across the organisation, and performance measures that support stakeholder requirements, business objectives, and operational resilience.
This role provides strategic direction for the organisation's use of CAFM technology, ensuring platforms remain secure, compliant, fit for purpose, and aligned with operational, compliance, audit, and reporting requirements. This includes oversight of system governance, data integrity, information management, and the continued development of CAFM capabilities to support evolving business needs.
Working closely with Directors, Building Managers, and key stakeholders, the role leads the development, standardisation, and continuous improvement of building management processes, with a particular focus on Planned Preventative Maintenance (PPM) and Reactive Maintenance service delivery. The role is responsible for driving consistency, efficiency, governance, and best practice across operational teams, ensuring service delivery remains aligned with organisational objectives, stakeholder requirements, and long-term business transformation goals.
Working Hours
8:30am - 5:30pm, Monday - Friday
Salary Range
(Subject to experience) 70- 75k
Working Arrangements
4 days in office, 1 day working from home
Job Duration
FTC - Maternity Cover role 16 months
Main Responsibilities
- Provide leadership, direction, and line management to the FM Helpdesk Manager and CAFM Systems Administrator, establishing departmental priorities, performance standards, and development plans that support business objectives, operational excellence, and continuous improvement.
- Provide strategic oversight of the FM Helpdesk function, ensuring the delivery of a consistent, customer-focused, and compliant service, whilst acting as the senior escalation point for significant service delivery, stakeholder, and operational issues.
- Define and maintain service standards, operational policies, business continuity arrangements, and standardised ways of working to support organisational requirements and operational resilience.
- Function as the business owner for CAFM systems, defining strategy, governance, standards, and future development to ensure platforms remain secure, compliant, fit for purpose, and aligned with business and stakeholder requirements.
- Oversee the administration, utilisation, and continuous improvement of CAFM platforms, ensuring effective data governance, information security, system performance, and regulatory compliance.
- Work closely with Health & Safety, Mechanical Engineering, and other stakeholders to ensure CAFM systems support statutory compliance, audit requirements, risk management, reporting obligations, and operational objectives.
- Lead the evaluation, implementation, and optimisation of CAFM functionality, reporting tools, automations, and system integrations to maximise operational efficiency and business value.
- Maintain oversight of sensitive operational, compliance, and asset-related information, supporting audits, investigations, insurance-related reporting, and risk management activities where required.
- Lead the review, development, and implementation of centralised and standardised building management processes, with particular focus on streamlining, Planned Preventative Maintenance (PPM), reactive maintenance service delivery, engineering resource deployment, and related compliance activities.
- Develop and maintain governance frameworks, procedures, and controls that promote consistency, efficiency, compliance, and best practice across operational functions.
- Lead the coordination of internal and external audits relating to FM Helpdesk operations, CAFM systems, and associated business processes, ensuring ongoing compliance with ISO standards, regulatory requirements, and company policies.
- Monitor audit findings, corrective actions, and improvement initiatives, working collaboratively with Quality, Health & Safety, and operational teams to maintain audit readiness and support certification and assurance activities.
- Establish, monitor, and report on KPI frameworks, analysing operational performance, stakeholder feedback, and service trends to identify opportunities for improvement and enhance customer experience.
- Produce management information, performance reporting, and strategic recommendations to support informed decision-making and business planning.
- Manage the budgets and financial governance of the FM Helpdesk and CAFM functions, including forecasting, expenditure management, and service charge allocation, ensuring costs are accurately attributed and aligned with stakeholder and business requirements.
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PERSON SPECIFICATION
- A collaborative leader with excellent interpersonal, listening, and communication skills. Able to build trusted relationships, influence and negotiate effectively, mediate between differing stakeholder requirements, and foster a supportive, professional, and customer-focussed culture.
- Proven experience leading operational, systems, governance, or support functions within Facilities Management, Property Management, Building Services, or a related environment.
- Experience in leading and developing managers and specialist teams, driving performance, accountability, change, and continuous improvement.
- Significant experience of CAFM systems governance, administration, and strategic development.
- Strong understanding of data governance, information security, compliance requirements, and the management of operational and asset-related information.
- Experience developing, implementing, and standardising operational processes, procedures, and governance frameworks to improve consistency, efficiency, and service delivery.
- Strong knowledge of Planned Preventative Maintenance (PPM), reactive maintenance service delivery, engineering resource management, and statutory compliance requirements.
- Demonstrable experience managing audits, quality management systems, regulatory compliance programmes, and ISO standards within a Facilities Management, Building Management, or Engineering environment.
- Strong understanding of Health & Safety legislation and compliance frameworks, with experience collaborating with operational and technical stakeholders to deliver compliant business processes.
- Excellent analytical, reporting, and problem-solving skills, with experience using performance data, KPIs, and business intelligence to drive decision-making and service improvement.
- Strong stakeholder management, communication, and influencing skills, with the ability to build effective relationships and engage confidently at all levels of the organisation. Proven experience managing budgets, financial performance, expenditure, and service charge allocations within a multi-stakeholder environment.
- Highly proficient in Microsoft Office applications, particularly Excel, PowerPoint, and Word; experience of Power BI, Concept Evolution, SFG20, Yardi, or similar CAFM and reporting systems would be advantageous.
Health, Safety, and Welfare Responsibilities
All staff are required to fulfil their legal duty to take reasonable care for the health and safety of themselves and others who may be affected by their acts and omissions, and to follow all guidance and instructions given in this respect. Further details regarding Health & Safety responsibilities are set out in the Health & Safety Policy in the Administrative Rules and Procedures, and the Health, Safety & Welfare Manual.
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Environmental, Social & Governance (ESG) Responsibilities
Recognising the centrality of ESG principles within our organisation, we have developed a comprehensive ESG Strategy. It is imperative that all staff members understand and adopt this strategy into their respective roles. This includes adhering to environmental regulations, minimising waste, supporting nature within our urban environment, and facilitating positive change for those in need within our community and utilising our volunteering.
Quality Management Responsibilities
In line with the latest ISO 9001 requirements and our dedication to quality management, all staff are mandated to comply with system requirements as detailed within the Company Quality Manual & Policies. Additionally, it's vital to ensure the effective implementation of all Procedures, Plans, and Forms within our Electronic Document Management Systems (EDMS) to meet the ISO 9001: Quality Management Standard.
Company Values
Commit to Excellence
- Act with integrity and deliver high performance
- Put our customers at the heart of what we do
- Resolve issues by providing high-quality solutions
Foster Collaboration
- Find opportunities to collaborate with others across the business to achieve shared goals
- Encourage inclusive networks and treat others with respect and fairness
- Use knowledge to work effectively with suppliers / contractors to meet shared goals
Encourage Engagement
- Confident in making decisions appropriate to the role
- Learn from mistakes and listen to constructive feedback to improve performance
- Prioritise safety and actively support community, wellbeing, and sustainability programmes
Take Ownership
- Take pride in delivering high-quality service which exceeds expectations
- Committed to opportunities for self-development
- Take responsibility for my own performance and look for ways to improve
Embrace Innovation
- Embrace change and innovation
- Proactively suggest ways to improve our business and encourage others to share ideas
- See new challenges as opportunities to deliver effective change
What We Offer
Diversity and Inclusion
We recognise the importance of embracing diverse experience, skills, and perspectives at all levels and operating in an inclusive working environment, in order for everyone to reach their full potential. We also recognise that it makes business sense, since being an inclusive employer leads to better business performance and higher levels of employee engagement and satisfaction. We welcome applicants with diverse backgrounds, perspectives, and skills and are committed to fostering a culture whereby everyone can reach their full potential.
Flexible Working
As an inclusive employer, we recognise the positive impact flexible working can have on an individual, their wellbeing, engagement, and productivity. Therefore, we are open to consider flexible working arrangements, both temporary or permanent.
Learning and Development
At Canary Wharf Group, our employees receive a wide range of support to help improve their skills and achieve their career goals. We offer development opportunities through classroom and e-learning training, mentoring, cross-department experience, and on-the-job learning. We heavily invest in our staff attaining accreditations to develop existing and new skills, support chartered status, sponsorships, and provide further educational opportunities which are job and business related. We never stand still and continually invest in developing
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