Operations Manager - The Bower

The primary purpose of this role is to establish, develop, and manage the delivery of high-quality services and operations across a multi-let office building, on behalf of the Landlord. This includes overseeing all services provided to occupiers, ensuring the smooth and efficient running of the property. The role also carries responsibility for maintaining full compliance with statutory regulations, internal policies, and industry best practices, while consistently delivering a safe, welcoming, and professional environment for all Occupiers.

Property Outline

This position is primarily based at The Bower, Shoreditch - a vibrant, multi-occupied estate located at the heart of Old Street. Spanning 3.12 acres, the site offers 350,000 ft of dynamic office space, reflecting the energy and innovation of the surrounding area.

While the Bower will be your focus, the role may also include involvement with other high-profile properties managed by Ashdown Phillips & Partners across London

The Bower has a service charge budget of circa £5.4m with a year-end date of December 31 st .

On-site Reports (all 3 rd party)

• Security Service Partner.
• Front of House/Reception Service Partner.
• Cleaning Service Partner.
• Mechanical and Electrical maintenance Service Partner.

Communication Lines

• Contract managers for Security, Front of House, and Cleaning Services.
• Managed day-to-day and monitored M&E contract staff and subcontractors.
• On-site contracted service team manager meetings every week to ensure coherent working.
• Fabric maintenance contractors - communicating with the contract manager.
• Client Landlord; the Landlord's architect, surveyors, consultants, insurance agents & surveyors, marketing agency, and letting agents.
• Ashdown Phillips & Partners; MD, Directors, surveyors, consultants, staff, and fellow centre/building managers.
• Health & Safety Consultants; asbestos surveyors, Local Authority H&S Officers.
• Regional Fire Brigade; Fire Officers.
• Occupiers: their consultants, fit-out agents, and contractors

Key Objectives

• Ensuring compliance with regulations and health, safety, environment, and security standards.
• Supporting the monitoring and management of budgets to ensure costs, quality standards, and efficiencies are achieved to target.
• Work with key stakeholders in developing and managing events at the property.
• Contribute to developing strong relationships with occupiers through dynamic engagement opportunities.
• Drive the company's Environmental Social Governance (ESG) pledge and act as an ambassador for Ashdown Phillips in communicating the Clients objectives in relation to sustainability.
• Support the Estate Facilities Manager in working and fostering relationships with the local community in establishing the property as part of a wider network supporting CSR initiatives

Key Accountabilities

• Ensure the cost-effective provision of agreed Facilities Management services for the Landlord, as required.
• Responsible for the procurement of, and subsequently managing, the provision of relevant services (e.g. M & E, Security and Cleaning), ensuring optimum service standards from internal/external sources.
• Drive a culture of continuous improvement.
• Manager monthly meetings with all service partners, including completion of key performance indicators.
• Contribute to the forecasting, and then subsequently monitor and control budgets, ensuring costs are properly allocated against the respective property schedule, contained within agreed levels, and corresponding reports provided as required and agreed with the Estate FM and Property Surveyor
• Ensuring compliance with all statutory and internal obligations applicable to the ongoing occupation, operations, and maintenance (including project work) of the Property.
• Maintain, establish, and develop appropriate relationships and communication channels with all occupiers and other stakeholders (including members of the public, colleagues, line managers, and client representatives) to ensure that service levels are maintained and improved, having regard to relevant budgetary constraints.
• Manage and develop relationships with the service partners to ensure compliance with contracts and continued delivery of agreed services.
• Ensure all building services and life safety systems are maintained within relevant scheduled frequencies and inspection deadlines.
• Contribute towards the marketing of the Property, monitoring and managing digital and other media where necessary. Do you want the Ops Manager doing this
• Respond to out-of-hours emergency calls in line with the duty rota.
• Ensure the Estate Facilities Manager is kept appraised on operational matters.
• Coordinate and manage ad-hoc fabric repairs within the property.
• Oversee emergency preparedness and response plans (fire drills, evacuation procedures).
• Monthly reporting on building operations and performance.
• Monitor utility usage and suggest sustainability initiatives.
• Deputise the Estate Manager in their absence.
• Ad-hoc duties commensurate with the role.

Personal Specification

These are the minimum key areas of knowledge, skills, and experience.

• Working knowledge of current statutory legislation and regulations, especially regarding Health, Safety, and Environment. An IOSH qualification is essential.
• Knowledge and experience of managing contractors and service levels (e.g., M & E, security, and cleaning) associated with a retail, office, or business park/estate, and within agreed budgets.
• Problem-solving skills are needed to continue to match resources to achieve various service requirements.
• Good knowledge of service charges and budgeting techniques.
• Excellent organisational and time management, able to meet tight deadlines and respond in emergency situations.
• Self-motivated and able to work on own initiative without ongoing direct supervision.
• Resilient and adaptable, with a continuous improvement mindset
• Excellent interpersonal and communication skills, able to effectively communicate at all levels and operate comfortably as part of a multi-skilled team.
• Willingness to adopt a flexible approach to working patterns to respond to the changing needs of the property.
• High attention to detail and commitment to quality service delivery
• Previous facilities management or management experience in either retail or mixed-use environment, ideal but not essential.
• Interest in the property sector and an understanding of the occupational requirements of tenants.
• Good IT skills, in particular Microsoft Word and Excel.

Interested? Send us your CV

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