Head of Operational Service Centre - #2175417

Head of Operational Service Centre

Location: Birmingham, B37 7YN

Permanent, Full Time

ISS Facility Services UK have a new and exciting role for a Head of Operational Service Centre to provide strategic leadership and direction for the Operational Service Centre in Birmingham, supporting one of the UK's largest and most complex government contracts.

Reporting to the Managing Director, you will be responsible for ensuring the service centre delivers a high-quality, efficient and compliant operation that supports excellent customer outcomes, operational delivery and contractual performance.

Job Description

In this role, you will shape how work is planned, prioritised, coordinated and monitored across the contract, embedding service excellence, customer focus and continuous improvement. By bringing together people, processes, technology and data, you will ensure the Operational Service Centre provides the insight, control and responsiveness required to support a high-performing FM operation.

Key Responsibilities

• Lead the Operational Service Centre, overseeing helpdesk, triage, planning, scheduling, dispatch, work-order management and FM support services.
• Manage the end-to-end work-order lifecycle for planned, reactive and remedial activity through to closure and billing readiness.
• Act as the key interface between customers, site teams, Facilities Managers, engineers, specialist service lines, subcontractors and account leadership.
• Lead demand, capacity and resource planning to ensure workloads are effectively prioritised and aligned to operational capability.
• Drive achievement of contractual SLAs, KPIs and customer outcomes, maintaining oversight of performance and service recovery.
• Ensure robust operational controls, governance and compliance, maintaining data accuracy and completion records within FM systems.
• Provide operational insight through management information, identifying performance trends, risks and improvement opportunities.
• Lead operational resilience, critical incident response and continuous improvement initiatives, including process simplification, technology adoption and service transformation.

Professional and Personal Competencies/Qualifications

• Significant senior leadership experience in large-scale FM, workplace services or outsourced environments.
• Experience leading service centres, helpdesks, scheduling, dispatch or workforce planning functions.
• Proven accountability for service performance, governance, compliance and operational recovery.
• Strong understanding of FM delivery, including maintenance, scheduling, subcontractor management and customer service.
• Strong commercial and financial acumen, including budget and resource management.
• Ability to build effective senior stakeholder relationships and manage escalations.
• Data-driven approach to improving performance, managing risk and supporting decisions.
• Experience leading operational change, process improvement and technology-enabled transformation.
• Knowledge of governance frameworks, quality standards and compliance requirements.
• Inclusive leader with a track record of developing teams and driving accountability.
• High integrity with a strong commitment to safety, compliance and customer outcomes.

The Company

ISS is a global leader in workplace and facilities management, helping organisations create environments where people and businesses can thrive. We partner with clients across sectors—from healthcare to finance—to deliver smart, sustainable solutions that improve everyday experiences.

We’re proud to be an inclusive employer, committed to diversity, wellbeing, and supporting the Armed Forces community.

As a Disability Confident employer, we’re committed to making our recruitment process accessible. If you require any adjustments, please contact our Resourcing Team—we’ll be happy to support you.

Join ISS and be part of something bigger.