• Full Time
  • Anywhere

Norfolk and Norwich University Hospital

Permanent – Full Time

£70,000 – £80,000 pa + Company Car + Excellent Corporate Benefits Package

Here at Norfolk and Norwich University Hospital (NNUH), Serco deliver a critical facilities management solution, with the aim of providing an exceptional service that continues to improve patient outcomes and reduces costs for our NHS partners.

We are looking for an experienced Operations Director to play a pivotal role in leading our team to ensure our contracted Facilities Managed (FM) service is delivered effectively across all areas.

Taking on responsibility and oversight of the end-to end services in both Soft FM (Catering, Cleaning and Portering) and Hard FM, you’ll manage our team of 750+ to meet all service level agreements and KPIs. You will act as a single point of contact and escalation for our NNUH Trust partners, developing the relationship and ensuring we continually exceed their expectations. You’ll do this by delivering on accountabilities that will include:

  • Developing an operating strategy and plan that drives consistency in standards and practice across each of the sites of the contract,
  • Designing and establishing an appropriate service integration operating model that ensures all elements of the service combine to deliver agreed outcomes
  • Delivering and maintaining a programme for service improvement activities as well as a framework for operational excellence
  • Managing a team of supporting and enabling functions, which support the operational units in delivering their services.
  • You’ll have the autonomy to create and implement a strategy for success – but you won’t be doing it alone. You’ll be joining a supportive team and company that is passionate about the delivery of public services. 

    About You

    First and foremost, your extensive experience will incorporate comprehensive knowledge of business functions and how they integrate, with hands on experience of having led a business in either a health, NHS, facilities management, or other critical public service environment.

    You’ll be well versed in building constructive partnership relationships, with a strong track record in managing expectations, handling negotiations, and the co-development of solutions – in addition to demonstrable experience of delivering bottom line profitability.

    A good understanding of performance regimes and the resolution of problems and disputes is also required, as is experience of developing, leading and managing people in a complex stakeholder service environment.

    Possess strong analytical and decision-making skills, along with Project Management qualifications and a familiarity with AGILE, LEAN or Black Belt methodologies.

    Why Serco

    Meaningful and vital work: Working within Facilities Management at Serco means that you’ll play a critical role in ensuring that patients continue to receive the care they need 24/7.

    A world of opportunity: It takes a diverse team to support a hospital and we’re big on internal progression. So whether you specialise your skills, progress into team management or move into operations, you’ll find all the opportunity you need to evolve your career.

    Great people: Hospitals are busy places and your role will see you interact with NHS staff, patients, and of course your supportive team.

    What we offer

  • Up to 6% contributory pension scheme
  • Serco benefits package – discounts which include cinema, merlin entertainment and online shopping discounts, cycle to work scheme and discounts on mobile phone plans and leisure centre memberships.
  • Employee Assistance Programme
  • A safe and supportive culture
  • The chance to make a positive difference to people within our care
  • A company passionate about diversity and inclusion
  • Training Fees paid
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