Job Description

About The Role

The Central Operations Director is a senior leadership role within our fast-paced and rapidly growing soft services FM business. This role is responsible for the design, implementation, and continuous improvement of the company's target operating model (TOM), including:


Central operational functions (Helpdesk and Field Operations) Contract management teams responsible for contractual service delivery and client relationships Quality, Health, Safety & Environment (QHSE) function



We are seeking a data-driven and customer-centric leader with a strong operational background--ideally gained in operational consulting or a similarly structured, performance-driven environment. The successful candidate will be comfortable working in a dynamic, high-growth setting, able to shift context quickly between strategic planning and hands-on delivery, and skilled in managing complex stakeholder relationships.



We are a highly tech-enabled business, with significant in-house development capabilities that support automation, data visibility, and service innovation. The ideal candidate should have experience working in such an environment and be confident leveraging technology to drive operational performance.



Industry experience is not required, but experience in low-cost, high-volume environments and multi-site operations will be highly beneficial.

Key Responsibilities:

Operational Strategy & Execution

Lead the development and refinement of the Target Operating Model to ensure scalable, efficient, and high-quality service delivery. Oversee central operational teams including Helpdesk and Field Operations, ensuring alignment with business goals and customer expectations. Drive operational excellence through continuous improvement, innovation, and technology enablement.

Contractual Service Delivery

Ensure consistent and compliant delivery of contractual services across all client portfolios. Collaborate with contract and account management teams to embed operational best practices and standardisation. Monitor performance metrics and KPIs to ensure service delivery meets or exceeds expectations.

QHSE Leadership

Lead the QHSE function, ensuring robust health & safety practices, risk management frameworks, and environmental compliance. Champion a safety-first culture, ensuring it is woven throughout all aspects of operations--from frontline teams to strategic decision-making. Oversee incident management, investigations, and corrective actions.

Stakeholder & Client Engagement

Build and maintain strong relationships with internal and external stakeholders, including suppliers, and senior leadership. Act as a trusted advisor to client-facing teams, supporting operational transparency, responsiveness, and client satisfaction. Represent the business in client reviews, industry forums, and strategic engagements as required.

Leadership & Team Development

Lead, mentor, and develop central operations teams to foster a high-performance culture. Promote cross-functional collaboration and knowledge sharing across departments. Support talent development and succession planning for key operational roles.

Candidate Profile:

Experience & Skills

Proven experience in a senior operational leadership role within a fast-paced, growing business. Strong operational background, ideally gained in operational consulting or a similarly structured, performance-focused environment. Experience in low-cost, high-volume environments and multi-site operations is highly advantageous. Data-driven, with the ability to interpret complex datasets and translate insights into strategic and operational actions. Customer-centric, with a strong focus on delivering value and satisfaction to clients. Experience working in a tech-enabled business and confident using technology to drive performance. Exceptional stakeholder management skills with the ability to influence and engage at all levels. Ability to context-shift quickly between strategic and operational priorities.

In return you will receive:

28 days holiday including bank holidays Newly refurbished modern office environment with free parking Pension Scheme Access to training and development Access to internal mentoring scheme for career development Regular Company social events

Commitment to SBFM Values

Be a Good Person

We give people opportunities and embrace their inherent goodness. We are open minded and uphold integrity. We are respectful and considerate. We are kind and appreciative.

Play as a Team

Community and communication is everything. We remain inclusive within our company and with our clients. Together, we grow, retain, execute, and make an impact. We are one team.

Think Differently

We encourage a growth mindset; everything can be improved through effort. We love innovation and ideas. We are disruptors, and push boundaries for sustainable growth.

Make an Impact

It's all about the ultimate goal. We exceed expectations and deliver results at pace. We challenge the norm and step out of our comfort zone, because at our core, we are passionate and love to win.

About Us

SBFM is one of the fastest growing, owner operated Facilities Management service providers in the UK, supplying large scale facilities management services across multiple sectors.



With a clear goal of becoming the UK's market leading, owner operated FM business, we are driven by our core values which guide us every step of the way

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What truly sets us apart is out shared ambition among our teams to reimagine whats possible in our industry. By uniting a dedicated group of colleagues who embody our values, we can make a meaningful and positive impact on individuals, communities and society as a whole.