National Operation Manager (Soft Service)

Company Description

Silvans Integrated Facilities Services is a tech-driven, single-source provider of Integrated Facilities Management (IFM) solutions for nationally scaled businesses across Australia and New Zealand. The organization leverages end-to-end ERP software and rich data analysis to revamp facility performance, streamline maintenance processes, and reduce operating costs. Silvans delivers a comprehensive portfolio of facility products and services, with a strong emphasis on high-quality workmanship. Core capabilities include energy management, predictive maintenance, customer support services, asset management, and other services designed to keep client operations running efficiently.

Role Description

The National Operation Manager (Soft Service) is a full-time, hybrid role based in Westmeadows, VIC, responsible for overseeing soft services operations across multiple client sites nationally. This role manages the delivery of cleaning, grounds maintenance, waste management, and related services, ensuring consistent service quality, compliance, and client satisfaction. The National Operation Manager leads and supports regional and site-based teams, optimizes workflows through data and system-driven processes, and drives continuous improvement initiatives aligned with the company’s IFM model. Day-to-day responsibilities include planning and scheduling resources, monitoring performance metrics, managing vendor and contractor relationships, and addressing operational issues promptly. The role also involves budget management, risk and safety oversight, reporting to senior leadership, and collaborating closely with clients to understand evolving requirements and implement effective solutions.

Qualifications

• Strong experience in operations management across soft services (e.g., cleaning, grounds, waste, customer support) within commercial cleaning, facilities management or related industries.
• Proficiency in using ERP or FM software systems, data analysis tools, and technology-enabled workflows to monitor performance and optimize service delivery.
• Demonstrated leadership skills, including team management, coaching, performance review, and the ability to coordinate geographically dispersed teams.
• Background in client relationship management, including stakeholder engagement, issue resolution, contract adherence, and service-level management.
• Solid understanding of compliance, risk management, safety standards, and quality assurance processes in a facilities or operational environment.
• Strong organizational, planning, and time-management skills, with the ability to manage multiple priorities and projects simultaneously.
• Excellent written and verbal communication skills, including report writing, presentation, and negotiation abilities.
• Experience in budgeting, cost control, and financial oversight for multi-site operations, with a focus on efficiency and cost reduction.
• Relevant tertiary qualifications in Facilities Management, Operations, Business, or a related field; equivalent experience will also be considered.
• Previous experience in a national or multi-site management role within IFM or facilities services is highly beneficial