ABOUT THE COMPANY:

OCS UK & Ireland is a leading facilities management company with 50,000+ colleagues and a turnover in excess of £2bn. We deliver innovative, award-winning services within facilities management, hard services, cleaning, security and catering.
Our mission is to make people and places the best they can be for our colleagues, customers and the communities we serve. Our commitment to doing business the right way is rooted in our TRUE values - Trust, Respect, Unity, and Empowerment.

SKILLS AND EXPERIENCE

• Experience within TFM & estates management, ideally in a high-profile event environment.
• Demonstrable and clear understanding of the basic principles of M&E systems and soft services.
• Significant and direct operational and stakeholder management experience within a complex customer facing environment.
• Understanding of strategic TFM matters that require a broad appreciation of service delivery within mixed-use environments.
• Strong confidence in self and ability to manage a challenging high footfall environment where expectations are of the highest standards.
• Proven track record of developing and implementing strategies to increase efficiency and effectiveness.
• Experience of leading a skilled service delivery team, bringing teams together collaboratively and achieving more.
• Strong planning and time management skills.
• Experience of working with quality systems.

OCS are proudly delivering TFM services to the iconic Southbank Centre - the largest arts centre in the UK, and the beating heart of London’s cultural life since 1951 and are excited to be recruiting for a Operations Support Manager to join the team. Within this role you will have overall accountability of Helpdesk, Contract admin, Subcontractor admin, assets admin and finance admin.

Key responsibilities:

• Generate productivity reports for engineers and submit them to the Operations Manager. Conduct weekly audits to ensure Helpdesk performance aligns with SLAs and KPIs.
• Review and report weekly performance of the Helpdesk, identifying solutions for required improvements within the operation.
• Maintain up-to-date staff and subcontractor records, including training matrices. Ensure calibration of testing equipment is completed on schedule to meet certification requirements.
• Maintain site folders and records. Manage interdepartmental charge allocations. Support the Operations Manager with event coordination, meeting attendance, and feedback reporting. Process expenses and assist with general management tasks.
• Ensure seamless Helpdesk functionality with no operational gaps. Schedule Helpdesk and admin resources efficiently. Oversee system and process compliance across platforms such as Meridian, Concept, and other relevant OCS systems.
• Ensure subcontractor documentation meets ISO standards. Proactively monitor upcoming compliance requirements and address any gaps or missing documentation.
• Propose and implement initiatives to enhance operational efficiency and effectiveness. Conduct regular process reviews to identify areas for improvement.
• Develop a strong understanding of the estate layout and maintained assets to optimise Helpdesk performance.
• Confidently liaise with multiple stakeholders. Escalate any compliance failures or documentation issues promptly. Lead regular team meetings to ensure alignment and communication.
• Support in the process of identifying opportunities, deploying strategies and implementing practical solutions to best deliver on viable business opportunities.
• Understand the culture, issues and business strategy / direction of the client / contract.