Head of Operations - Italy

Head of Operations - Italy

Location: Milan, Italy

Salary: €70,000 to €75,000 per annum

Type: Full-time, Permanent

Role Overview

The Head of Operations, Italy will serve as the senior operational leader for Orla's business in Italy, acting as the ultimate decision-maker for all aspects of in-country operational delivery. This role carries full accountability for the day-to-day performance and operational excellence of all assets, ensuring properties are run to the highest standards of efficiency, compliance, and customer experience. Sales, Finance, Marketing, and Business Development are led by Orla's centralised teams and in-country offices; the Head of Operations, Italy will work in close partnership with these functions, leveraging the support of the group's strong centralised team of experts and specialists to ensure the country delivers exceptional operational results and upholds the highest standards of efficiency, profitability, and customer experience across the portfolio.

This is an exciting opportunity to contribute to the success of a pan-European organisation while working in a fast-paced and entrepreneurial environment.

Key Responsibilities

• Take full accountability for the day-to-day operational performance and excellence of all properties within the country.
• Lead and oversee the in-country Operations team and any other local operational functions, ensuring consistent, high-quality delivery across all properties.
• Develop and execute the country operational strategy in line with Orla's broader European objectives, ensuring alignment with business goals and market opportunities.
• Manage operational budgets and resource allocation effectively to drive efficiency and cost control, working closely with the central Finance and Commercial team on P&L performance.
• Ensure operational efficiency, regulatory compliance, and best-in-class standards across all properties and services.
• Support mobilisation of new properties, refurbishments, and capex/lifecycle works, partnering with Facilities and contractors to ensure planned works are delivered to standard.
• Build, develop, and inspire a high-performing local Operations team, fostering collaboration and accountability, including coaching Resident Managers/site leads and supporting succession planning.
• Act as the primary point of contact for investors, owners, universities, and key clients within the country, building and maintaining strong local stakeholder relationships.
• Collaborate with Orla's central Commercial, Marketing, Finance, and Business Development teams, ensuring operational delivery is aligned with the country's commercial and growth plans.
• Monitor on-the-ground operational performance, property standards, and resident needs, feeding local market insight back to central Commercial and Business Development teams.
• Support the central Business Development team by providing local operational and market insight for new assets, partnerships, or opportunities.
• Drive a strong customer experience culture, ensuring all operations reflect Orla's brand values and service standards.
• Report regularly to the European leadership team on country operational performance, key risks, and initiatives.

Qualifications & Experience

• Proven track record in a senior operational leadership role, ideally as a Head of Operations, Country Operations Manager, or equivalent within real estate, PBSA, residential, hospitality, or related sectors.
• Strong operational and commercial awareness, with experience managing budgets, cost control, and resource allocation across a multi-site portfolio.
• Deep understanding of property and portfolio operations, with strong working knowledge of how Sales, Marketing, Finance, and Business Development functions interact with day-to-day delivery.
• Demonstrated success in driving business transformation, market entry, or scaling operations within a competitive environment.
• Excellent strategic and analytical skills, with the ability to interpret complex data, market trends, and financial reports to inform decision-making.
• Outstanding leadership and people management skills, with a track record of building, motivating, and retaining high-performing teams.
• Strong stakeholder management and communication skills, with experience engaging investors, partners, and external stakeholders at senior levels.
• Strong knowledge of Italian regulatory, legal, employment (CCNL) and compliance frameworks relevant to real estate and residential operations, including health & safety obligations.
• Fluency in Italian and English is required; additional European languages are desirable.
• Willingness to travel extensively across the Italian portfolio.
• Degree in Business, Finance, Real Estate, or a related discipline; MBA or equivalent advanced qualification preferred.