Services Planning & Operations Lead

About the role

The Services Planning & Operations Lead is responsible for overseeing workflow management and all aspects of TFM (Total Facility Management) services planning and operations. This role works closely with multiple departments to ensure consistent customer satisfaction and efficient service delivery.

Key responsibilities

• Manage end‑to‑end workflow for projects, maintaining control and scheduling third‑party activities.
• Develop and monitor plans for contractual deliverables, service processes, and improvement initiatives.
• Maintain an effective FM strategy aligned with the Contracting Authority’s asset register and policies.
• Design and implement operational policies, procedures, and an organizational structure with adequate resource planning.
• Lead training, staff development, and performance monitoring to ensure high productivity.
• Oversee inventory planning, forecasting, and spare‑parts logistics.
• Implement Occupational Health & Safety (OH&S) programs, Safety Management System (SMS), and Quality Management System (QMS) in line with ISO standards.
• Coordinate with CAFM, resource, and mobilization leads to meet project expectations.
• Organise staff recognition events and enhance passenger experience programs.

Required profile

• Proven experience in facilities management, service planning, or operations leadership.
• Strong ability to collaborate across departments and manage complex contracts.
• Excellent analytical and problem‑solving skills with a focus on continuous improvement.
• Leadership experience in training and developing multidisciplinary teams.

Required skills

• Knowledge of CAFM (Computer‑Aided Facility Management) systems.
• Familiarity with ISO standards (e.g., ISO 9001) for quality management.
• Understanding of Occupational Health & Safety regulations and Safety Management Systems.