Operational Delivery Manager

Posted on 11/07/2025

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London

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Permanent Full Time

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Operational Delivery Manager

Duties/Responsibilities

Location: W1, London
Salary: Competitive
Working Hours:0800 to 1700 Monday to Friday
Benefits: Car Allowance, Private Healthcare, 25 days holidays + Bank holidays, Health Cash Plan, Discount Shopping, Gym, Days Out, Learning & Development opportunities, Paid Volunteering Days, plus many more.

About EMCOR UK:
At EMCOR UK, we revolutionise facilities management by combining our engineering heritage and innovation capability. We prioritise people in everything we do, collaborating closely with our customers to understand all their needs, from the big picture to day-to-day operations. Our purpose is to “create a better world at work”. Using our unique insight platform, "One Data World," we harness data-driven intelligence to make informed decisions, adapting our services to meet our customers’ evolving requirements. This allows us to cultivate an enhanced workplace experience for their teams whilst optimising efficiency, meticulously managing every asset, and minimising their impact on the planet. All supported by our commitment to safety, compliance, and assurance. Our partnering approach empowers our customers to shape a better future. Whether guiding their path to net zero or redeveloping their facilities for enhanced efficiency, we create better places for work whilst taking away the burden of facility operations, freeing up our customers to concentrate on their business.
Role Overview: (Please personalise, make the reader belief you are talking directly to them, example below)

Job Purpose:

Reporting to the Head of Operations, the role is to effectively manage the operational service delivery across the regional portfolio of the BBCs sites, and responsible for leading and developing the team, ensuring high quality operational service standards and service delivery within a results, performance and compliance based frameworks, whilst ensuring operational efficiency and safety, whilst maintaining a high degree of client and customer satisfaction. Line management responsibility for Facilities Managers and Technical Managers.

Operational Leadership & Performance:

• Provide leadership and management to your direct reports so that they all understand and adopt the strategy and plans and are motivated to achieve their objectives in a timely and professional manner
• To provide clear operational direction to management and site staff across the portfolio
• Conduct regular site visits and audits to assess service quality, system issues, areas for improvement, and ensure adherence to operational standards
• Form part of the escalation team for incidents
• To ensure building and systems compliance, and service delivery in compliance and inline with the contract
• Identify operational improvements and enhancements to meet with contractual requirement of continuous improvement
• Understand key business drivers, actively develop and implements solutions to enhance the delivery of exceptional service and align operational strategies and priorities accordingly to balance customer and business needs.
• Analyse the business performance of the service(s), using the data to drive decision making and operational improvements.
• Monitor service performance through One Data World, KPI reporting and other systems and tools as may be required
• Ensure consistency in approach across the portfolio and regional sites
• Responsibility for delivery of hard services in line with contract KPI’s, ensuring the delivery of service standards and compliance across all designated sites

• Responsible for ensuring that all PPMs are carried out within the agreed SLAs across the client’s estate. To understand the root cause of any failures to prevent re-occurring.

• Oversight of extra works and task orders, liaison with the project team and forward capital plan to ensure all work is captured and delivered in the best way.
• Oversight of estate wide activities and hard service strategy e.g. PAT testing, fixed wire testing, asset management, change management.
• Escalate to the Head of Operations any instances, which may impact broadcast or service delivery

Client Relationship Management:

• Address and resolve any escalated client issues or complaints promptly and effectively, maintaining high levels of client satisfaction
• Ensure a culture of collaboration, taking responsibility for building customer advocacy with all stakeholders and colleagues by fostering a collaborative, partnership approach to relationships across all sites

Team Leadership & Development:

• Conduct regular performance reviews, set objectives, and identify training and development needs for the team
• Ensure a culture of high employee engagement and participation through effective and sustained people strategies aligned with the overall business objectives.
• Encourage staff to meet their full potential, foster teamwork by creating an environment where ideas and innovation are explored, and existing practices are challenged where improvement is considered possible.
• Take responsibility for the training and development of employees through the annual appraisal process and account succession planning.

Financial Management:

• Manage site budgets and expenditure, ensuring cost-effective service delivery without compromising quality, and identify and implement cost-saving initiatives and efficiency improvements.

Safety, Compliance & Risk Management:

• Lead by example to promote a positive culture, ensuring Health, Safety and Environment risks are effectively managed
• Ensure appropriate governance is in place to ensure all sites within the portfolio comply with health, safety and other legal requirements
• Timely completion of actions arising e.g. insurance inspections, risk assessments (water, fire, asbestos etc.), audits.
• Full compliance in internal and external auditing and support site teams during the audit process for all disciplines – minimise CARs raised.
• To ensure that all sites across the client’s estate maintain statutory compliance in relation to hard services.
• Ensure a safe and healthy working environment, through to related statutory duties and the furthering of best practice standards
• Ensure adherence to all EMCOR policies and procedures, in particular the PPE mandate.
• Ad-hoc building management cover for planned and unplanned absence, including ICO and DICO responsibilities

Project Management:

• Liaising with Head of Projects on delivery of small and large project works and works not included in the Unitary charge

Person Specification

Person Specification
• Demonstratable experience in a similar role in a senior operations within facilities management, with demonstrable experience managing multiple sites
• Strong understanding of hard and soft facilities services
• Demonstrable experience in managing large teams, including direct reports and indirect operational staff
• Excellent client relationship management skills with a track record of building and maintaining strong client partnerships
• Solid financial acumen, including budget management, forecasting, and cost control.
• Full UK driving license and willingness to travel extensively within the designated region
• IOSH Managing Safely or higher qualification in Health & Safety
• Relevant degree or professional qualification in Facilities Management, Engineering, Business Management, or a related field (e.g., IWFM, BIFM).
• A high degree of technical knowledge, able to manage and maintain hard services delivery and compliance to the required level across the region
• Strong leadership skills: influence, support and steer a large, diverse team
• Highly self-motivated and ability to motivate others
• Strong people management skills including managing absence, conflict resolution, capability and performance management (including disciplinary and grievance procedures), appraisals, learning and development
• Effective communication skills
• Awareness of good business management practices e.g. cost control, staff rota, people management
• Ability to manage customer and contractor relations and forge strong networks and alliances with internal teams, contractors and suppliers
• Compliance with EMCOR UK code of conduct
• Working knowledge of project / task order delivery and compliance

Other Factors:

• Familiarity with CAFM (Computer-Aided Facilities Management) systems and work order management tools

• Exceptional leadership and people management skills.

• Strong communication, negotiation, and interpersonal abilities.
• Excellent problem-solving and decision-making skills.
• Highly organised with strong planning and prioritisation capabilities.
• Proactive, resilient, and able to work effectively under pressure.
• Commercial awareness and results-oriented mindset
• Ability to adapt to changing priorities and environments
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint)

At EMCOR UK, we embrace and celebrate diversity in all its forms.
We welcome applicants from all backgrounds and experiences, regardless of age, race, gender, sexual orientation, religion, disability, or any other characteristic that makes you unique. We believe that a diverse and inclusive workforce fosters creativity, innovation, and better problem-solving.
We encourage applications from all candidates and are committed to providing equal opportunities for employment and growth, supported by our inclusive policies and practices.
Join us in our endeavour to build a culture of mutual respect and equity, a place where every voice is heard, and every individual is championed.

Join us in building a better world at work.

Benefits

Additional Benefits

• Industry leading maternity & paternity policies
• Refer a friend scheme – worth £500 per referral
• GEMS – Internal recognition scheme with vouchers for Amazon and retail/dining
• Extensive learning & development opportunities, including opportunities for progression
• Discount shopping, gym, mobile, family activities, insurance, dining experiences, car leasing and breakdown cover
• Bike To Work Scheme
• Health cash plan - Benefits covered include optical, physiotherapy and a health & wellbeing
• Dental scheme
• Access to health assessments
• Employee Assistance Programme - Offering guidance and advice on Personal, Health, Legal and Financial queries

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