Operations Manager

MAPP is the UK’s leading specialist in commercial property and asset management, with over £30bn+ of property under management for a wide range of UK and overseas fund managers, REITs and property owners.

We believe property management can be a force for good. That’s why we focus on making buildings work — not just for profit, but for people and the planet too. Through our Property Management framework, we help clients and occupiers navigate a rapidly changing landscape, delivering a fully integrated and genuinely holistic approach.

Most job descriptions read like a recipe without showing you what the finished dish should look like. We’d rather give you a clear picture of who we are, how we work, and the kind of person who thrives at MAPP.

If this role excites you and you think you could make a difference here, we’d encourage you to apply — even if you don’t tick every box. We’re interested in people who want to do meaningful work, add real value, and be rewarded for their efforts in a genuinely great place to work.

MAPP is an equal opportunities employer. All applicants must have the legal right to work in the UK by the start date of employment. MAPP does not provide immigration sponsorship.

Inclusion at MAPP

We want the real estate industry to be a career path where people feel both welcome and wanted. We’re proud of the progress we’ve made so far, but we’re always challenging ourselves to do better. We want the best people to see themselves thriving at MAPP. Creating an environment where everyone feels able to be themselves is essential to that – because diverse perspectives, lived experience and ways of thinking make us stronger.

Our values and how we work

Our MAPP values underpin everything we do. We were the first national real estate consultancy in the UK to become a B Corp, and that commitment to doing business responsibly shapes our decisions every day. We recently were reaccredited and improved our score significantly.

We want you to learn, grow and challenge yourself. As a business, MAPP has grown consistently over the past five years, and we promote around 10% of our office-based roles internally each year. We invest in development, create opportunities to broaden professional horizons, and make time to connect — through charity days, fundraising, learning initiatives and social events.

High expectations & employee ownership

What makes MAPP distinctive is that we are owned by an Employee Ownership Trust. There are no external shareholders — our business is held on behalf of our people. This creates a more inclusive and transparent environment, where employees are informed, involved, and able to influence how we move forward. It also means that when the business succeeds, that success is shared — typically through a profit share that can be paid tax-free to each individual.

Being employee-owned shapes the way we show up. It encourages us to think long term, take ownership of our decisions, and care about the impact of our work. We place a strong emphasis on trust, expecting people to use their judgement, take initiative, and support one another. Collaboration, curiosity, and accountability are key to maintaining both our performance and our culture.

In return, we offer autonomy, support and the opportunity to grow in a business where your contribution genuinely matters.

Why join MAPP?

This role gives you the opportunity to be part of something a little bit special in property management. We’re always looking for great character — that’s what makes someone a MAPP person. If that sounds like you, we’d love to hear from you.

A few facts about MAPP you might like to know:

Our engagement scores are consistently high and in 2025, we had an engagement score of 83% and 92% of our people recommend MAPP as a great place to work.

Title, Team and Role Summary

Title : Operations Manager – Large commercial office building in Edinburgh

Team : Site - Portfolio

Who Does This Role Report Into? Senior Building Manager

Role Summary / Purpose and Scope

The purpose of this role is the leadership of the operations for all service teams on site, to deliver a world class service to both occupiers and clients. To effectively maintain all property management and facilities management functions within the site. The Operations Manager will need to have a strong focus on both client and occupier facing engagement alongside working as part of the onsite team to ensure the efficient and accurate management of the building. The role will involve management and control of contracts (in conjunction with central FM support) and review of operations to ensure both best practice and a commercial approach are taken. The primary purpose of the Operations Manager role is the oversight and day to day running of the building. This will include Health, Safety and Environmental compliance, budget setting and people management. High levels of occupier engagement and customer service will be required. High attention to detail and efficient management and rapport with occupiers essential. Key Performance Areas: 1. Service Delivery 2. Client / Tenant Relationship 3. Reporting and Control 4. Responsiveness and Problem Solving 5. People Management and Development (including service providers) 6. Values and Behaviour

Skills, Knowledge and Values

Skills (People & Technical)
- In partnership with the Building Consultancy Team where appropriate, support the completion of planned works, commission Long Term Asset Replacement Plans, permit to work systems, monitor PPMs to ensure buildings are managed proactively, responsibly and that the service charge budgets and property plans are fully aligned ensuring compliance with CDM Intermediate Regulations and appropriate communication with client and occupiers.
- Working with the Senior Building Manager to understand and work towards the client’s objectives and develop strategies for each building, meeting service delivery expectations as well as assist in any pitches for expanded or new work.
- Develop a close working relationship with all contractors to ensure they fully understand the MAPP and client culture and standards, ensuring a high-quality service is delivered – including meeting regularly (at least weekly) with key contractors to progress works and resolve issues.
- Experience in utilising support from internal technical experts to help deliver the above.
- Ensure emergency preparedness and site security plans are in place and scenario testing and appropriately support any emergency response requirements including out of hours.
- Deal with the smooth onboarding and offboarding or handovers of any new or outgoing instructions to relevant external parties including the management of any TUPE Processes with the People Team
- Engage with occupiers including implementation of Customer Experience frameworks for the buildings to improve occupier satisfaction and retention, occupier forums and meetings and placemaking and V2 initiatives
- Prepare service charge budgets, including explanatory guides and analyse and monitor year end and monthly service charge expenditure, including monitoring outgoing costs and budgetary control in accordance with RICS guidance and investigate, Intermediate report or address any outstanding positions and backlogs
- Manage all allocated sites including regularly inspecting and recording your properties, appropriately monitor, report on, support and feedback to site teams and sample auditing your teams for condition, standards, and occupier compliance with covenants
- Oversee management of service providers and monitor performance against contracted SLAs and KPIs.
- In conjunction with the Senior Building Manager creates and manages plans and budgets to assist in financial planning of the properties and meets agreed targets of +/- variable budgets.
- In partnership with the Sustainability Team, develop and implement sustainability action plans, monitor resource consumption, improve recycling and reduced carbon emissions and waste
- Prepare, draft and set the service charge budget in conjunction with the Client and team. Manage expenditure in line with the agreed service charge and react to overspend as required
- Implement data collation services, technology and equipment to support each site including environmental management plans, invoice management and approval, risk management systems and utility metre readings
- Authorise and Review supplier payments including preparation and submission of funding requests to client
- Assist and complete various client and management reports as well as presenting said reports including Monthly, Quarterly and Management or Ad Hoc adhering to any legislative requirements including sustainability and health and safety
- Monitoring statutory and internal compliance, including meeting MAPP policies and procedures, RICS and ISO standards and any statutory timelines and escalation requirements

Values & Behaviour
- Exhibition of MAPP Values : Avoid Ambiguity, Appreciative, Adventurous, Authentic and Accountable
- Self-management, including showing initiative, being proactive and meeting deadlines.
- Embracing change including technology
- Engaging with the big picture.
- Great service delivery, including working in partnership with internal and external individuals and good written and verbal communication.
- Achieving results and prioritising work including attention to delivery to all stakeholders.
- Innovative solutions and problem-solving.
- Developing self and others, with willingness to learn.
- Interpersonal and relationship skills capable of communicating at various levels including meetings with occupiers, client, supplier and wider stakeholders.

Experience and Salary

Level of Experience / Certifications:
- 4 years experience of working in a similar role
- IOSH essential / NEBOSH desirable
Working Hours: 9am - 5.30pm Monday - Friday

Salary Range (Based on Experience)
£33,000 - £37,000 per annum, depending on experience.