An exciting opportunity has arisen for an experienced Operations Manager to join the team at one of the City of London’s most prestigious trophy assets.
This is a fantastic opportunity for a highly motivated and service-focused professional with a strong background in soft services, facilities operations, and supply chain contract management. The successful candidate will play a key role in delivering and maintaining best-in-class operational standards, while ensuring an exceptional experience for both clients, occupiers, and visitors.
Delivery of an effective and compliant facilities management service through in-house staff, suppliers and consultants, primarily focussed on soft services, within a single complex building.
20 Gracechurch Street comprises approximately 255,000 sq. ft. of prime office space arranged over 16 floors, and 43,000 sq. ft. of retail space on ground and lower ground floors. Constructed to a unique design in 1965 and fully refurbished in 2009, the property benefits from dual receptions (recently refurbished) with double height entrance off Gracechurch Street, end of trip facilities including cycle store and changing rooms, and 360-degree views of London from the tower floors.
Strategically positioned at the crossroads of the financial and insurance districts, the property lies within walking distance of Monument, Bank and Liverpool Street stations.
Responsibilities
- Manage relationships with third-party service providers (cleaning, security, reception and maintenance) to ensure Service Level Agreements (SLAs) are met.
- Ensure full compliance with UK health and safety regulations and internal group security policies. Conduct regular risk assessments and safety audits.
- Assist with the preparation and management of the property service charge budget.
- Assist with service charge reconciliations, accruals, prepayments, and year-end processes.
- Check and approve expenditure against service charge budgets.
- Provide best in class customer service to internal and external customer base.
- Maintain regular and effective communication with clients and tenants.
- Maintain regular and effective communication with internal colleagues in Property Management, support functions and the wider Real Estate business
- Monitor works conducted/service provided by suppliers.
- Audit and inspect supplier delivery.
- Measure and report supplier performance against agreed SLAs.
- Work effectively with a range of specialist consultants to deliver agreed outcomes.
- Procure goods and services, following procedures and policies.
- Prepare management reports for a variety of stakeholders and attend/chair management meetings as required.
- Undertake regular building inspections, complete reports and initiate/progress any required works.
- Ensure compliance with all current statutory legislation in respect of health and safety and the environment.
- Manage local environmental activities in order to meet statutory obligations and achieve/retain industry standards e.g. ISO14001 working with sustainability team.
- Ensure compliance with all internal procedures and policies – e.g. Procurement, Finance, Compliance, HR.
- Ensure security and emergency procedures are robust and adhered to at all times, taking an active role in the event of emergency situations.
Person specification
Qualifications/Key Skills
- Strong IT skills, particularly Microsoft Excel and property/financial management systems.
- Excellent organisational and time-management skills.
- Degree or equivalent or by experience.
- Membership or Associate Membership of IWFM or RICS.
- National General Certificate in Occupational Safety and Health - accredited by NEBOSH.
Key Competencies
- Strong commercial and financial awareness
- Excellent organisational and time-management skills.
- Attention to detail and accurate record keeping.
- Confident contractor and supplier management.
- Excellent communication and stakeholder-management skills.
- Ability to prioritise competing operational requirements.
- Proactive approach to risk management.
- Ability to challenge costs and identify operational efficiencies.
- Professional, accountable, and customer-focused approach.
Experience
- Proven experience in Operations or Facilities Management, ideally within a corporate environment or a high-spec London office building.
- Understanding of commercial leases and the landlord and tenant relationship.
- Good understanding of service charge budgets and accounting principles.
- Management of in-house and supplier staff.
- Management of supplier relationships.
- Good health and safety and environmental knowledge.
- Excellent English language skills – both written and spoken.
- Strong IT skills, particularly Microsoft Excel and property/financial management systems. MS Office at intermediate level and other relevant software (e.g. Meridian, Proactis, Snapshot, Tramps) at a level to undertake the role satisfactorily.
- Experience of managing single-site environments.
- Experience of managing a single-site environment in excess of 100,000 square feet and/or service charge budgets in excess of £1m.
We are proud to offer award-winning benefits to support and reward our employees:
• Heath & Leisure: Private medical cover, 25 days annual leave + public holidays (the option of purchasing up to 5 additional days via flex benefits), health screening, gym discounts, wellbeing support, volunteering opportunities, cycle to work scheme, eye care voucher, travel & retail discounts, travel insurance, concierge service, kids pass, open fairways golf card, great company culture and social events (including sports teams, charity events, art pass), perks at work
• Financial: Pension, company car allowance, life assurance at 8 x basic salary, group income protection (long term disability insurance), interest free season ticket loan, bonus scheme - you will be eligible to participate in the Company’s Bonus Scheme, share incentive plan, financial and mortgage advice
Strutt and Parker is committed to providing a work environment that fosters diversity, inclusion, and equal employment opportunity without regard to race, colour, gender, age, creed, sex, religion, national origin, disability (physical or mental), marital status, ancestry, sexual orientation, gender identity and gender expression, or any other legally protected status.
#LI-ONSITE
We are proud to offer award-winning benefits to support and reward our employees:
• Heath & Leisure: Private medical cover, 27 days annual leave + public holidays (the option of purchasing up to 5 additional days via flex benefits), health screening, gym discounts, wellbeing support, volunteering opportunities, cycle to work scheme, eye care voucher, travel & retail discounts, travel insurance, concierge service, kids pass, open fairways golf card, great company culture and social events (including sports teams, charity events, art pass), perks at work
• Financial: Pension, company car allowance, life assurance at 8 x basic salary, group income protection (long term disability insurance), interest free season ticket loan, bonus scheme - you will be eligible to participate in the Company’s Bonus Scheme, share incentive plan, financial and mortgage advice
Strutt and Parker is committed to providing a work environment that fosters diversity, inclusion, and equal employment opportunity without regard to race, colour, gender, age, creed, sex, religion, national origin, disability (physical or mental), marital status, ancestry, sexual orientation, gender identity and gender expression, or any other legally protected status.
#LI-ONSITE