Background
The University of Cambridge is one of the world's oldest, most prestigious and internationally recognised universities. Founded in 1209, the University has built an unrivalled reputation for academic excellence, pioneering research and innovation, consistently ranking amongst the leading higher education institutions globally.
As part of its ambitious West Cambridge Masterplan, the University invested in the creation of the Shared Facilities Hub, a landmark development designed to transform the way researchers, academics, students and visitors interact across the expanding campus.
Following a highly competitive tender process, Maxwell Stephens was appointed as the exclusive recruitment partner to deliver the search for an Operations Manager to lead this flagship facility.
The Challenge
The Shared Facilities Hub represented a completely new concept for the University.
Rather than simply providing another academic building, the Hub was designed to become the social, operational and collaborative heart of the West Cambridge development bringing together departments, researchers, students and visitors within a modern, vibrant environment.
The successful Operations Manager would play a pivotal role in launching and managing this unique facility, taking responsibility for ensuring it operated to the exceptionally high standards expected of one of the world's leading universities.
The role required an individual capable of:
- Leading the day-to-day operation of the Shared Facilities Hub.
- Creating an exceptional customer experience for staff, students and visitors.
- Managing multiple soft and hard facilities management services.
- Building relationships across numerous University departments.
- Coordinating contractors and service partners.
- Managing operational budgets and service performance.
- Driving continuous improvement and innovation.
- Supporting the University's long-term vision for the West Cambridge campus.
Finding the right candidate was particularly challenging because technical Facilities Management experience alone would not be enough.
The University required someone who combined operational expertise with exceptional interpersonal skills, confidence, commercial awareness and the ability to become the public face of this exciting new development.
Our Executive Search Approach
Given the prestige of both the University and the opportunity itself, we anticipated significant interest from the market.
As expected, the campaign attracted an exceptionally high volume of applications from experienced Facilities Management professionals across the UK.
Rather than relying solely on CVs, Maxwell Stephens implemented a comprehensive assessment process to ensure only the strongest candidates progressed.
Our recruitment strategy included:
- Extensive market mapping and targeted advertising.
- Direct executive search of passive Facilities Management professionals.
- Initial screening interviews with more than 130 applicants.
- Dual-consultant interviews to ensure consistency, minimise unconscious bias and provide balanced candidate assessment.
- Detailed competency-based interviewing.
- Careful evaluation of leadership style, stakeholder management capability and cultural fit.
Throughout the process, we worked closely with the University to ensure every shortlisted candidate aligned not only with the technical requirements of the role but also with the vision and culture behind the Shared Facilities Hub.
The Outcome
The recruitment campaign resulted in the successful appointment of an exceptional Operations Manager who possessed the rare combination of operational expertise, leadership capability and customer-focused approach required for this landmark development.
The successful candidate demonstrated:
- Extensive Facilities Management and operational leadership experience.
- Outstanding stakeholder engagement and relationship-building skills.
- A proactive and highly collaborative leadership style.
- Strong commercial and operational awareness.
- The confidence and professionalism to represent the University within a highly visible public-facing environment.
- A genuine passion for delivering exceptional workplace and visitor experiences.
Since joining the University, the Operations Manager has played an important role in supporting the successful operation of the Shared Facilities Hub, helping establish it as a vibrant, welcoming and efficiently managed environment that reflects the University's commitment to innovation, collaboration and world-class research.
Delivering Leadership for One of the World's Leading Universities
Recruiting senior operational professionals for globally recognised institutions requires far more than simply matching qualifications to a job description.
It requires a deep understanding of organisational culture, leadership behaviours and the ability to identify candidates capable of shaping the future of complex environments.
By combining rigorous assessment, executive search expertise and specialist Facilities Management knowledge, Maxwell Stephens successfully delivered an outstanding Operations Manager who has helped support one of the most exciting developments within the University of Cambridge's long-term estate strategy.