Senior Operations Manager (FTC) - 20 Fenchurch Street,...

Job title

Senior Operations Manager (FTC)

Site Name and Location

20 Fenchurch Street

Working Hours

40 hrs per week

Salary

£60 - £70k

Purpose of the Role

This is a client and customer-facing position requiring a strong communicator and leader. The Senior Operations Manager will be primarily responsible for delivering an innovative, operationally efficient, and commercially competitive environment for occupiers, while enhancing the investment value of the tower for the landlord.

The role also plays a crucial part in ensuring the safety, security, and wellbeing of all users of the building, driving the vision of one of the UK’s most iconic office towers in line with client aspirations and Savills’ service values.

Key Responsibilities

• Management & Leadership

• Develop and maintain professional relationships with occupier representatives, encouraging regular communication and transparency on all building matters.
• Ensure that Health & Safety policies, emergency procedures and safe working practices are fully implemented and compliant with current legislation, providing a safe environment for occupiers, visitors, and staff.
• Act as the responsible person and Senior Fire Warden in the event of an emergency, ensuring occupiers are aware of their obligations in line with building procedures and risk assessments.
• Serve as custodian of Savills operational manuals, ensuring compliance and accurate updates.
• Oversee staff training, development, and welfare in line with company policy, ensuring high standards of performance and engagement.
• Manage the procurement and delivery of building and contracted services in line with company tender guidelines, ensuring value for money and service excellence.
• Apply Savills’ long-term asset management and fabric principles.
• Manage and support the Operations Manager and Property Coordinator, ensuring compliance with welfare, training, and disciplinary policies.
• Ensure accurate risk reporting and compliance via the business risk management system.
• Keep the wider team informed of new developments and issues, providing solutions where appropriate.

Best Practice

• Adopt Savills’ service principles (5Es) in day-to-day tower operations.
• Drive continuous improvement through the introduction of new initiatives, technology, and service enhancements.
• Champion corporate social responsibility and community engagement, embedding ESG and sustainability principles in daily operations.
• Collaborate with the Sky Garden operator (or equivalent tower amenities) to balance occupier, statutory and visitor requirements across the building.

Financial

• Support in setting, monitoring, and reconciling service charge budgets

Brand Enhancement

• Deliver an exceptional occupier and visitor experience, consistently exceeding expectations.
• Monitor customer feedback and social sentiment, adapting service delivery where needed.

Occupier Engagement

• Act as a key operational contact for occupiers, fostering strong working relationships and supporting their business needs.
• Encourage engagement initiatives and provide updates at Occupier Meetings.

ESG

• Partner with the ESG Manager to deliver client ESG objectives.
• Collaborate with occupiers to align sustainability aspirations and performance targets.

Communication

• Maintain clear, effective communication with all stakeholders including the onsite client team.
• Ensure all team members understand business objectives and their role in achieving them.
• Support recruitment of diverse, high-quality talent in partnership with HR.

Other Responsibilities

• Immediately escalate any incidents or risks with reputational, safety or compliance implications.
• Undertake additional responsibilities as required in line with the evolving needs of the role.

Skills, Knowledge and Experience

• Proven leadership and team management experience, with credibility as a line manager.
• Excellent interpersonal and communication skills with a strong track record in change management.
• Budget management experience including service charge expertise (RICS Code compliance).
• Strong strategic vision and commitment to customer service.
• Prior experience in managing multi-let commercial property, ideally within a tower or complex building environment.
• Demonstrated experience supervising contracts and contractors.
• In-depth knowledge of health & safety legislation and compliance.
• Strong time management skills with the ability to meet deadlines under pressure.
• Discretion in handling confidential matters.
• Ability to develop and review Risk Assessments and Method Statements.
• Knowledge of utilities and building environmental management, including liaison with energy suppliers.
• Direct experience liaising with Police, Fire Services, and other enforcement authorities.

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Please see our Benefits Booklet for more information.