Untitled Projects FM | UK & Europe
Operations Manager
London
Posted about 18 hours ago
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Location: Hybrid – Client Sites / UP Office / Remote
Reports to: Account Director
Department: Client Account
Contract Type: Full-Time, Permanent
Why Untitled Projects (UP)?
UP is a growing, founder-led facilities management business, and this is an exciting time to join. We're expanding our client portfolio, building our teams and shaping how we work as we scale.
Our focus:
- Partnership: Building long-term client relationships.
- Together: Working as one team, in it with our clients and each other.
- Transparency: Maintaining open communication and honest reporting.
- Simplicity: Bringing structure and clarity to delivery.
- Excellence: Achieving high standards in safety, service and delivery.
What this means for you:
- Real ownership and the chance to help shape how operations run as the business grows.
- A supportive, collaborative culture built on trust and honesty.
- Clear career progression and ongoing professional development.
Purpose of the Role:
The Operations Manager is responsible for the day-to-day delivery of UP's mechanical, electrical and HVAC services for commercial clients, ensuring work is completed safely, on time, within budget and to a consistently high standard. Second in command to the Account Director, with a high level of autonomy.
Key Responsibilities:
1. Operational leadership and delivery
- Manage the end-to-end delivery of mechanical, electrical and HVAC maintenance and installation work for commercial clients.
- Ensure works meet agreed specifications, quality standards and client expectations.
- Support the service desk and supervisors to allocate resources effectively and meet project milestones.
- Identify and address potential delays, risks or delivery issues, escalating where appropriate.
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2. Client & Stakeholder Management
- Act as the day-to-day point of contact for key commercial clients.
- Build and maintain strong relationships with clients, site teams, contractors and colleagues across UP.
- Hold regular monthly performance reviews and support the Account Director with Quarterly Business Reviews.
- Address escalations promptly and professionally.
3. Team Leadership
- Lead, mentor and develop a team of direct reports, working alongside site supervisors, engineers and sub-contractors.
- Ensure responsibilities, priorities and quality expectations are clearly communicated.
4. Financial & commercial management
- Oversee budgets, labour costs and material procurement.
- Ensure operations are delivered profitably, finding ways to reduce cost without compromising quality.
- Manage relationships with suppliers and specialist sub-contractors, ensuring materials and external labour meet agreed timelines and quality expectations.
- Provide the Account Director with clear visibility of performance, costs and emerging concerns.
5. Supplier and sub-contractor management
- Manage relationships with suppliers and specialist sub-contractors.
- Ensure materials and external labour meet agreed timelines and quality expectations.
- Monitor performance and address issues promptly.
6. Health, safety and compliance
- Work closely with UP's Health & Safety Manager to champion a culture of safety.
- Ensure site operations comply with UK health and safety regulations, statutory requirements and UP policies.
- Ensure risk assessments and method statements (RAMS) are in place and reviewed annually.
- Support the collation and management of annual PPM planners, covering statutory and non-statutory compliance.
7. Quality, reporting and continuous improvement
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- Carry out regular site visits and audits across client sites to monitor progress, quality and adherence to design specifications.
- Develop and maintain SOPs, risk registers and best practice.
- Identify opportunities to improve efficiency, productivity and service delivery.
What Success Looks Like:
- Statutory compliance is maintained at 100%, with SLAs and response times consistently met.
- Budget variance stays within agreed limits.
- Clients are confident in delivery, reflected in NPS.
- Risks and issues are identified early and addressed appropriately.
- The Account Director has clear visibility of performance, supported by a well-led, motivated team.
Skills & Experience:
- Substantial experience as an Operations Manager, Contracts Manager or Senior Project Manager within facilities, M&E and HVAC.
- Hands-on understanding of mechanical and electrical HVAC systems in commercial environments. Facilities Management experience will also be considered.
- Proven ability to lead and develop multidisciplinary field and office-based teams.
- Strong financial and contract management skills, with a track record of profitable delivery.
- Confident turning CAFM data into clear reports and decisions.
- Understanding of health and safety requirements, ideally supported by NEBOSH or IOSH Managing Safely (or a willingness to work towards it).
Valid UK driving licence and willingness to travel to client sites across London, the UK and Ireland.
Desirable Attributes
- Proactive and comfortable taking ownership.
- Calm under pressure and able to adapt to changing priorities.
- Practical, solutions-focused and commercially minded.
- Collaborative, reliable and aligned with UP's values and standards.
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