University of Lincoln - Head of Operations






Situated in the heart of a historic city on the beautiful Brayford Pool Waterfront, the University of Lincoln is proud of its reputation for putting students at the heart of everything it does. We are ranked in the top 30 UK universities for student satisfaction in the Guardian University Guide 2023, listed in the world’s top 130 universities in the Times Higher Education’s (THE) Young University Rankings 2022, and hold a top five- star score overall in the QS Stars rating system of global universities. The University of Lincoln is a university of and for the 21st Century. Dynamic, enterprising, and globally connected. We nurture talent and ideas, contribute globally by creating and sharing knowledge, and demonstrably help to transform lives and communities for the better. We were established in 1996, in one building on a brownfield site. Charged with enriching the city’s economic, social, and cultural life, we were named the University of Lincoln in 2001. Since then, we have grown into a flourishing anchor institution that contributes over £400m to the local economy. Throughout this exciting period of development, we have been guided by a consistent set of principles: excellence in teaching, learning, and quality of student experience; responsiveness to the needs of communities and organisations; and working in partnership to make great things happen. ABOUT THE UNIVERSITY


This strategic plan, covering the period to 2027, marks a major point in our history as we focus on realising our long-term ambition of being seen as a university that contributes significantly to the nation’s success through regional regeneration and international connectivity. Achieving this vision will require us to look outwards, attracting talent and ideas from around the world, to improve communities beyond, as well as within, our city and region. We must deliver the most appropriate educational courses, provide the best student experience, and conduct the most relevant research. Our academic structures, support services, physical and digital infrastructure, and processes must be fit for purpose. By 2027, we expect to have a larger and more international student body with a higher proportion of postgraduate taught students; a greater diversity of programme types and delivery mechanisms; a larger research order book with more staff conducting internationally recognised research; more and stronger partnerships with external organisations; greater income from consultancy and licensing; and a higher proportion of international staff. At the same time, we must maintain our reputation for civic engagement, and for a committed staff community that delivers a supportive and stimulating student experience.











The University of Lincoln is a high-achieving centre of academic excellence which has been recognised nationally and internationally. It is an ambitious, fast-paced dynamic organisation with multiple stakeholders which strives always to improve the student and staff experience and engagement with the wider Lincoln community. The Estates Department comprises a high perform- ing team of estate professionals that continues to manage and develop a high-quality estate to sup- port the ambitions and strategy of the University. The University has an ongoing commitment to in- vest in its Estate and has developed a new estates strategy and campus masterplans under the direc- tion and leadership of a newly appointed Director of Estates and Deputy Director of Estates. Reporting to the Deputy Director of Estates, the Head of Operations will lead a diverse portfolio of FM services spanning security, cleaning, portering, helpdesk, estates systems, administration, post, car parking, waste management, landscaping and pest control. This is a new, key post in the Estates Leadership Team that will lead a range of services that play a crucial role in delivering an exceptional student, staff and visitor experience across cam- pus. The role represents a fantastic opportunity for an individual to step into a senior, strategic facilities management leadership role within a supportive and positive environment, with a University that has a diverse estate and bold ambitions.




Brayford Campus – The Campus is located on a former railway marshalling yard which had become largely derelict by the 1970s. The site was remediated by the County Council in the 1990s and the Brayford Way flyover constructed which improved access to the site. The first building was constructed in 1996 (Minerva Building). Since then a modern city centre campus has been constructed, which blends new buildings with the sympathetic restoration of two Victorian railway buildings –a goods warehouse (the University Library building) and Engine Shed (Students’ Union building). The University has recently opened a purpose-built facility to house the Lincoln Medical School which will be carbon neutral in operation – the first building of its kind in Lincolnshire. Riseholme Park Campus – This is a 400-acre campus to the north of Lincoln set in designated historic parkland devoted primarily to agricultural research. The site is home to the Lincoln Institute of Agri- food Technology (LIAT), a Barclays Eagle Lab and various agri-tech SMEs. It is also home to a working farm, and the newly acquired Lawress Hall, recently refurbished for Professional Service departments to relocate. Holbeach Campus – The Holbeach campus is c.50 miles to the south of Lincoln and is currently comprised of four buildings: Minerva House and the National Centre for Food Manufacturing (NCFM) on Park Road and on the Food Enterprise Zone (FEZ) – the newly completed Centre of Excellence for Agri-Food Technology and Institute of Technology.



Estates Department Structure January 2024

Director of Estates

Executive Assistant

Head of Sustainability

Head of Development

Head of Maintenance

Sustainability Manager

Sustainability Engineer

Energy and Carbon Manager

Project Manager

Project Manager

Quantity Surveyor

Project Engineer

Space Manager

Property Manager

Minor Projects Manager

Maintenance Manager

Contracts Manager

Space Planning Officer

Mechanical & Electrical Engineer

Riseholme Coordinator & Estates Communications Officer

Mechanical & Electrical Engineer Start date TBC

Property Management Technician

Energy and Carbon Officer New Post

Sustainability Projects Officer

Project Manager

Project Manager

PPM & Asset Officer

Space Planning Officer

Assistant Building Surveyor

Building Surveyor

Maintenance Auditor New Post

CAD Technician

Mechanical & Electrical Engineer (BMS)

LTM Projects Officer New Post

Contracts Support Officer (Temporary)

Assistant Engineer New Post


Deputy Director of Estates

Head of Operations New Post

Farm & Estate Manager

H&S Compliance Manager Interim Melissa Harris

The Department is divided into the following teams:

Systems and Estates Support A Central team that oversees all systems that support the management of the Estate and a team of administrators that provide support to the operation of the department. They lead on customer service improvements and deliver the Estates Support Desk service. Compliance Manages compliance with property related health and safety legislation and contractors working on the site. Property Oversee all landlord and tenant relationships on behalf of the University and provide commercial property advice as required. Sustainability Work on environmental management across the Estate. This includes a strong focus on energy management and meeting the University’s objectives for the reduction of carbon emissions. Riseholme Park This team comprises 5 full time staff; the team manages the livestock, oversees the arable land via a farm business tenancy, supports Bishop Burton College staff and student access to the shared facilities / land and maintains the grounds.

Facilities Security Manager

Assistant Farm & Estate Manager

H&S Compliance Officer

H&S Compliance Officer

Facilities Manager

Facilities Manager

Systems Manager

H&S Advisor

Access Systems Technician

Estates Support Team Leader

Contracts Manages our major Hard / Soft FM contracts and host of smaller contracts for performance against agreed standards and improving performance. Maintenance An in-house team manage aspects of the repair and maintenance of the built estate, i.e. building fabric, mechanical and electrical systems, plant and machinery. The team also manage a hard FM Services contract with Inviron who employ 40 members of staff for the University contract and deliver the majority of statutory planned preventative and reactive maintenance services across all three campuses. Facilities A team of Facilities Managers manage the delivery of security, porterage, cleaning, car parking and post room services to the University, through a Soft Services FM contract. Projects Delivers the major capital works conducted around the Estate, including new buildings and large-scale refurbishments. Space Oversee the allocation of all space. They undertake design work and lead on the upkeep of key property information, including floor plans.

Estates Data Analyst New Post

Grounds Manager

Estates Support Officer

Estates Support Officer

Senior Groundsperson

Senior Groundsperson

Senior Groundsperson New Post

Estates Support Officer





Carbon Reduction The University approved new carbon reduction targets in 2021/22: • 60% reduction in Carbon Emissions by 2030 (against our 2009/10 baseline). • Net Zero emissions by 2040. The Carbon Management Plan for 2030 was published and sets out the actions we are taking to reduce emissions in line with our 2030 target. As shown in figure 2, carbon emissions from energy and fuel use increased slightly from 6,634 tonnes CO2e in 2020/21, to 6,741 tonnes in 2021/22. This is due to an increase in GIA from new buildings such as St. Marks Student Accommodation and the acquisition of Lawress Hall at Riseholme. The amount of energy consumed across our estate increased from 33.4 GWh in 2020/21 to 35.4 GWh in 2021/22. Energy prices also increased significantly during this period. This presented challenges for budget forecasting and management. The Sustainability Team worked closely with Colleges and Departments to manage consumption and reduce energy wastage. The Sustainability Team are undertaking a Net Zero Feasibility Study, to develop a ‘glide path’ to Net Zero by 2040. This will be delivered by May 2023, alongside new Estates Masterplans for the Brayford and Riseholme campuses. The Environmental Sustainability Strategic Plan 2022/27 has been published, with the vision to be an institution where sustainability is a core value running throughout our activities and we are recognised for our local and global impact and leadership in the transition to net zero. Student engagement The Sustainability team have supported the development of Education for Sustainable Development and worked with academic colleagues to embed sustainability within teaching and learning.

At the University staff have access to an attractive and extensive reward and benefits package that enhances both their professional and personal lives. Professional services staff are afforded a generous annual leave entitlement of 30 days that is offered in addition to 14 bank holiday and concessionary days. The University of Lincoln offers the industry-leading range of pension schemes with generous employer contribution levels and a range of extra benefits. Pensions – Human Resources ( The University provides a varied and comprehensive offering to aid staff in personal and professional development as well as offering lifestyle and financial well-being schemes to staff. You can learn more about the comprehensive and diverse range of benefits here Benefits – Human Resources ( WORKING AT THE UNIVERSITY OF LINCOLN




• Develop and maintain close working relationships with key partners, both internal and external. For example, Finance, HR, ICT, University Colleges, The City of Lincoln Council, Lincolnshire County Council, Network Rail, Brayford Trust, Lincolnshire Fire and Rescue and Lincolnshire Police. • Develop a positive and effective working relationship with Health and Safety (H&S) to maintain compliance with legislation across the Estate. • Be a key member of and collaborate with all members of the Estate Senior Leadership team (SLT). • Generate reports and papers and present back to the Estates SLT, SLT, Board of Governors as required. • Monitor the industry and be aware of best practice and developments to ensure maximisation of resources in response to departmental requirements. Leadership & Team • Lead, motivate and develop a team of professional staff in all disciplines within the team. • Be a member of the department’s Senior Leadership Team and contribute to strategy and effectively manage work and resources both in the short and long term. • Be a beacon to other staff members and hold the team to account when necessary. • Be the university lead and contact point in relation to security and facilities management advice and support the university buildings, projects, staff, students, and visitors across university campuses • Be the University lead of all relevant security legislation and guidance. • Contribute to effective cross-functional team working across the Estates department and wider university. • Positively engage and participate in Estates meetings and other activities. • Support colleagues in Estates with service area related projects. • Responsible for addressing issues relating to performance, discipline, grievance, sickness or absence or other welfare issues. • Retain overall accountability for the contract management of facility services. • Undertake and encourage others to participate in Continuing Professional Development ensuring we have a skilled workforce for the dynamic university work environment. • Demonstrate and uphold the One Community values.


Head of Operations

facilities managers. The role will involve supporting the Contracts Manager in the management of the FM contracts, ensuring compliance with health & safety legislation and good practice. In addition the post holder will also be responsible for the Estates Support Team who operate the Estates Support Desk as well as the Systems Manager. The role will lead and manage a highly qualified, technical team and the post holder will ensure that the team is equipped to supply expert advice, support and managerial expertise to ensure that the University’s Strategic Plan and Departmental Objectives can be achieved. Reporting to the Deputy Director of Estates, the post holder will play a proactive role in embedding and promoting a positive facilities culture and will provide specialist advice and guidance to customers and key stakeholders. This will include reviewing existing infrastructure and procedures, interpreting, and advising on industry best practice. The post holder will be required to apply knowledge, experience, and judgement to resolve problems where guidance is not readily available or where situations are complex, new, or constantly changing. The role will be responsible for determining, agreeing and delivering high quality and complex service standards for internal and external customers through collaboration and agreement. This will be based on taking a strategic approach to exploring needs and adapting the service as appropriate. The post holder will be the University’s senior colleague responsible for security providing strategic direction, responding to and providing guidance and direction to existing and emerging legislation and good practice as well as acting as the University’s representative for security both internally and externally.




All Campuses




Deputy Director of Estates

CONTEXT The University of Lincoln is a high achieving centre of academic excellence which has been recognised nationally and internationally. It is an ambitious, fast-paced dynamic organisation with multiple stakeholders which strives always to improve the student and staff experience and engagement with the wider Lincoln community. The Estates Department comprises a high performing team of estate professionals that continues to manage and develop a high-quality estate. The University has an ongoing commitment to invest in its Estate through Masterplans which entail the completion of a number of multi-million pound projects both new build and refurbishment together with a host of minor capital and revenue projects. The Security and Facilities function is a well established team and an opportunity has arisen for a Head of Operations to lead and manage the Soft FM Facilities Team within the Estates department ensuring that service standards are delivered in a consistent manner across the estate and that the facilities activities within the estate continue to feed positively into the overall student and staff experience. The University operates 24/7 and the facilities service is critical to maintaining a safe and welcoming campus and supporting staff and students at all times. This role will need to review existing infrastructure and procedures, identify any potential risks and work with key stakeholders to implement improvements, which will require the ability to influence, lead and manage change. The current facilities service is predominantly outsourced, and the role will be responsible for managing the contracts, assessing monthly KPIs and ensuring all contracts deliver value for money. JOB PURPOSE The role supports the University’s Strategic Plan by taking overall management and responsibility for the effective and timely delivery of all security, cleaning, portering, post, car parking, waste management, landscaping and pest control through the management of the department’s

KEY RESPONSIBILTIES Strategic Management

• Responsibility to own and develop strategies to identify and review the needs of internal and external customers and ensure operations reflect needs and changing requirements. • Oversee the undertaking of complex, thorough evaluations and improvements of standards of service delivery SLAs, implementation and monitoring of action plans. Utilise the database of information from the Support Desk and the CAFM system to drive future improvements.



such as Digital CCTV systems, intruder alarms and alarm monitoring systems/software. • Work with Estates to ensure smart card access control systems are fit for purpose and support the security strategic plan. • Review tactical deployment of University security resources and advise on alternative strategies to combat changing patterns of crime. • To manage the pastoral support and advice to victims of crime, signposting to the appropriate support networks across the University when needed. Finance and Budgets • Play a key role in supporting the Deputy Director of Estates in the setting of annual budgets for the area of responsibility and to identify any anomalies and provide recommendations to rectify. • Obtain competitive quotations and/or tenders for facilities management services/equipment and related works. • Demonstrate an awareness of value for money in all financial activities, maximising opportunities within budget constraints. Other Duites • Be an active member of a professional Institution appropriate to the position and role. To ensure that you keep up to date with new legislation, Industry standards and best practice through continuing professional development. • Provide on-call cover and support to the University on a goodwill basis in the event of incidents that initiate the assembly of the University Incident Management team as detailed in the University Business Continuity Plans. • Maintain all records and archives as required by GDPR, University requirements and good practice. • Engage in appropriate training programmes in the University. • Participate in the annual staff performance and development review scheme. In addition to the above, undertake such duties as may reasonably be requested and that are commensurate with the nature and grade of the post

Liaison and Networking • Develop and maintain effective relationships with Professional Services Departments, contract partners and colleges. • Develop and maintain relationships with all external and internal stakeholders to promote effective and efficient working practices. • Actively participate when representing Estates and the university at meetings with relevant external stakeholders and ensure information and dialogue is shared with colleagues. • Cooperate with academic and professional services staff of the university to support them in the delivery of their services in an appropriate manner relevant to their needs. Requirement to effectively influence and positively manage change. • To attend conferences and be an active participant in order to keep up to date with best practice. Service Development • Effectively respond to customers’ needs and to adapt the service as required ensuring all key stakeholders are consulted and informed. • Assist with the preparation of specifications and obtain tenders/quotes from contractors for facilities management services. • Manage and monitor the health and safety of contractors engaged by the Facilities team, ensuring full compliance with the relevant departmental policies in this regard. • Develop and maintain procedures that support excellent customer service, ensuring the dissemination of accurate and useful information to customers. • Review and analyse the effectiveness of functions and services within area and provide the Deputy Director of Estates with reports/proposals on improvements and any likely cost implications. Security • Develop, promote and implement a university security strategy with performance indicators and improvement plans. • Lead the management, development and delivery of the University’s response for front line incident management. • Support the University’s incident management response by representing Estates on the Incident Management Team and at incident case meetings. • Investigate and manage incidents of University related crime including production of related reports and implement appropriate corrective and preventative actions. • Lead on and manage the strategic development and delivery of University security related systems


Scope and Dimension of the Role • The post holder will lead on security and facilities across the University estate and will assist in the formulation of strategies and priorities to enable the effective operation of these services. Estates services are provided 24 hours a day/365 days per year. At times this post is expected to work flexibly and work occasional weekend and evenings to meet service requirements and to respond to out of hours to incidents as required. KEY WORKING RELATIONSHIPS Internal • Director of Estates and Estates Senior Leadership Team

• Senior Leadership Team • Estates facilities managers

• Maintenance Team • Development Team • Sustainability Team

• Health and Safety Department • College Management Teams • Professional Services Staff • Students and Students’ Union

External • Service Providers • Contractors • Consultants • Commercial partners • External agencies • Statutory bodies • Tenants




QUALIFICATIONS Essential: • Educated to HND/HNC/degree level or equivalent • Security Industry Qualification and membership of relevant professional body EXPERIENCE Essential: • Leading and managing an effective team within a security setting. • Management of outsourced service contracts • Budget Management • Experience of line management • Incident response and incident management SKILLS & KNOWLEDGE Essential: • Computer/IT literate • CCTV and intruder alarm systems • Knowledge of relevant security legislation • Knowledge of building and facilities management systems • Effective planning and organisational skills

COMPETENCIES AND PERSONAL ATTRIBUTES Essential: • Inquisitive and methodical approach to problem solving • Ability to influence and manage change • Effective report writing • Ability to communicate at all levels • Ability to work on own and within a team • Ability to remain calm under pressure and deliver outcomes • Proactive and flexible • Inquisitive and methodical approach to problem solving • Demonstrates professionalism, tact, and diplomacy • Demonstratable commitment to providing a customer-orientated service • Ability to develop networks and build effective relationships BUSINESS REQUIREMENTS: Essential: • Willingness to work flexibly to assist with incidents and events Essential Requirements are those, without which, a candidate would not be able to do the job. Desirable Requirements are those which would be useful for the post holder to possess and will be considered when more than one applicant meets the essential requirements.

Desirable: • Knowledge of HE procedures and systems








We are One Community, with staff and students working together to create an environment in which all people can flourish based on their abilities and their diverse and rich experiences. Equality, diversity and inclusion are essential values for our University to deliver on its civic mission. We are a member of the Race Equality Charter and hold an Athena Swan Bronze Award. However we are not complacent; we know there is much more to do to tackle inequality, prejudice, and discrimination within our own community and wider society. Race Equality Charter The University of Lincoln, UK, has received the prestigious Race Equality Charter Bronze Award for its efforts to tackle racial inequality (REC). Staff and students from across the University have played a huge part in the University gaining this recognition, including the self-assessment team. The self-assessment team, led by Chief Operating Officer Simon Parks, was comprised of staff and students from across the university community, who directed our approach and gathered intelligence for

our submission. The Eleanor Glanville Centre has been instrumental in driving the REC forward and producing the University’s submission and action plan. Looking forward, the University will be establishing a formal committee, ensuring the hard work continues to tackle racial inequality. The University will also be consistently engaging with staff and students from across the University to ensure all voices are heard and all members of our One Community have the opportunity to contribute. One Community Values: Equality, Understanding, Listening, Kindness, and Acceptance. At the University of Lincoln we are One Community and strive to be kind, patient and supportive of each other. Our One Community Values define our One Community ethos and are a framework to ensure that respectful and inclusive behaviours are at the heart of all we do – for each other, our partners and our customers (internally and externally), both in our thoughts and our actions.

Access and Participation Our access and participation work reaches out into communities with traditionally low levels of access to higher education. We are a founding partner of LiNCHigher, the Lincolnshire outreach network which aims to raise awareness of, and aspirations to, higher education among local young people. We provide a Foundation Year for many of our undergraduate programmes and actively encourage applications from students from different backgrounds. Our sponsorship of the Lincolnshire Educational Trust (a family of Academy schools in southern Lincolnshire) works to raise educational aspirations and attainment in rural areas, while our involvement in the Lincolnshire Children’s University offers children from all backgrounds the opportunity to enrich their learning experiences. Find out more here Equality and Diversity | One Community | University of Lincoln

The Eleanor Glanville Centre The Eleanor Glanville Centre is our department for diversity and inclusion. Aligning with our motto, ‘Libertas per Sapientiam’ (‘Through Wisdom, Liberty’), our interdisciplinary research advances knowledge on critical issues of equality, diversity, and inclusion. The centre is named after Lincolnshire’s Lady Eleanor Glanville, a 17th Century pioneer – and ‘the first woman’ of British natural history. The Lincoln Equality of Attainment Project (LEAP) We are committed to the equality of attainment amongst all of our students, regardless of background or circumstances. We strive to provide a nurturing and inclusive learning community and a high-quality educational experience for everyone. We, like other UK universities, have identified differential outcomes in student performance between different groups on the basis of race, gender, socio-economic background and disability. This is a University-wide initiative examining the differential outcomes (attainment gaps) and working to address these through a range of initiatives including more inclusive curricula.



The University of Lincoln is being supported on this recruitment campaign by the search consultancy MRG. To arrange a confidential briefing conversation please contact our advisors David Craven 07932 717 438 James Gregory 07966 827 391 Applications should consist of a comprehensive CV (of not more than 4 pages) and a covering letter (of not more than 2 pages, addressing the Person Specification).

Applications should be sent to

The closing date for applications is 24th January 2024.


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