Senior Manager, Operations Infrastructure

Role overview

Facilities operations and team

• Design the facilities operating model, including ticketing, prioritisation, preventive maintenance, response SLAs, and weekly reporting.
• Set fulfilment-centre standards, inspect sites, and close out identified issues.
• Lead and develop the facilities team, delegating repairs and maintenance to staff and contractors.

Vendors and budget

• Manage third-party facilities vendors to contracted scope, quality, timelines, and cost.
• Review and renegotiate service contracts, procure equipment, own the facilities budget, verify invoices, and reduce unplanned repair costs.

Quality and compliance

• Maintain site frameworks for food safety and HACCP, age-restricted sales, alcohol licensing, health and safety, and fire safety.
• Keep fulfilment centres audit-ready with current certifications, risk assessments, training records, and documentation; liaise with regulators and local authorities.
• Use complaints, defects, and audit data to identify root causes and track improvement.

Site launches and improvements

• Lead new site openings and relocations from lease signature to trading, coordinating fit-out, commissioning, snagging, equipment, compliance sign-off, and handover on time and within budget.
• Lead network projects such as cold-room expansion, equipment refresh, and site standards improvements from business case to completion.
• Maintain a site-launch playbook to make subsequent openings faster and more predictable.

Requirements

• Background in project management, engineering, construction management, or operations consulting, with a track record delivering physical or multi-site projects end to end.
• Experience managing third-party vendors and budgets, improving service while maintaining cost, and leading a small team through staff and partners.
• Able to design processes, set SLAs, build budgets, use KPIs and data to find root causes, and demonstrate improvements.
• Clear communicator who can brief contractors, work with regulators, align stakeholders, and update senior leadership.
• Comfortable working in a fast-paced scale-up where processes and priorities change.

About Zapp