National Operations Manager - FM Maintenance

National Operations Manager – Store Maintenance

Recruitment Partner: Olivia Wilson

The role provides strategic and operational leadership of the maintenance supply chain, ensuring consistent, compliant and high-performing service delivery that supports store operations, protects assets and delivers value for money at scale.

The role leads, coaches and line manages three Contract Managers, setting clear direction, performance expectations and development plans, while acting as the single national escalation and decision point for operational performance, supplier management and complex risk across the maintenance portfolio.

• Own the national operational delivery of all store maintenance and FM contracts, ensuring alignment to business priorities, operational resilience and customer experience.
• Set and embed a consistent national operating model for supplier management, performance governance and service delivery across all categories.
• Act as the national escalation point for critical, persistent or high-risk operational, contractual or compliance issues.
• Provide clear national visibility of performance, risks, mitigation plans and outcomes to senior stakeholders.

• Hold suppliers to account for contractual performance, commerciality, statutory compliance and service quality at a national level.
• Lead the national supplier performance framework, including KPIs, service levels, incentives and corrective actions.
• Sponsor and govern mobilisation and de-mobilisation of major national contracts, ensuring business continuity and risk mitigation.
• Drive continuous improvement, innovation and value creation across the supply chain.

• Accountable for national maintenance spend governance, working closely with Commercial / Cost Management and Procurement teams.
• Identify, prioritise and deliver material savings and efficiency opportunities at scale, tracking benefits realisation.
• Support procurement strategies and tender processes, providing operational leadership, evaluation and recommendation at a national level.
• Approve operational decisions within delegated authority; escalate material commercial or strategic decisions as required.

• Line manage three Contract Managers, setting clear objectives, performance measures and development plans.
• Provide coaching, technical guidance and leadership to build a high-performing, engaged and resilient team.
• Ensure consistent application of standards, processes and behaviours across all categories and managers.
• Build succession capability and reduce key-person dependency.

• Act as the primary operational interface with VP Property / Property Leadership, Regional Heads of Stores and central support teams.
• Influence cross-functional stakeholders to balance operational risk, cost, compliance and service outcomes.
• Represent Store Maintenance Operations in senior forums, providing insight, challenge and recommendations.

• Significant experience in leading multi-site, national FM or maintenance operations.
• Proven leadership skills with a track record of building high-performing teams.
• Strong commercial acumen and experience in budget management.
• Deep understanding of supplier management and contract governance.
• Technical qualification or significant experience in construction management or related fields.
• Strong analytical capability with the ability to interpret complex data and drive insight-led decisions.
• Confident senior stakeholder influencer, able to operate credibly at Director / VP level.
• Strategic thinker with the ability to translate strategy into executable national plans.

Where your brilliance can take you

At Boots, we believe in your potential. You’ll have opportunities for career development and progression, supported by a culture that encourages learning and growth.

• Boots Retirement Savings Plan (up to 12% company contribution)
• Generous employee discounts for you and a family member
• Enhanced maternity/paternity/adoption leave pay
• Access to free, 24/7 counselling and support through TELUS Health, our Employee Assistance Programme.
• Flexible benefits scheme including options for additional holiday and discounted gym memberships.

There’s lots more in our benefits and discounts, MyBoosts – there to give you that little lift in your everyday. Find out more at http://boots.jobs/rewards. Exclusions may apply; eligible roles only.

A bit about us

At Boots, we're proud to be an equal opportunity employer, creating a place where everyone feels welcome, supported, and free to be themselves. We believe that when our people feel valued and included, they thrive, so we're committed to creating a brilliant Boots for our people so they can make a difference for our customers and colleagues every time.

If you apply, our team will be in touch to let you know the outcome of your application or to arrange next steps. Where a role is advertised as full-time, we are open to discussing part-time and job share options. If you require additional support as part of the application and interview process, we are happy to provide reasonable adjustments to help you be at your best.

Be brilliant with Boots.