Contract Delivery Manager

JLL; England; On-site; GBP 45,000 - 60,000; Full time

Job summary

A leading facilities management firm is seeking an experienced Contract Delivery Manager to oversee the FM contract at WestQuay Shopping Centre in Southampton. The role requires excellent communication and negotiation skills, with a focus on ensuring contractor performance and compliance with standards. Candidates should have a bachelor's degree and relevant experience in facilities management. This position involves regular site inspections and collaboration with the on-site team.

Qualifications

• Minimum 3–5 years experience in facilities management contract management.
• Strong understanding of FM services in retail or commercial property environments.
• Knowledge of health and safety regulations and compliance.

Responsibilities

• Monitor the FM contractor’s performance across all service areas including cleaning and maintenance.
• Coordinate planned and reactive maintenance activities with minimal disruption to retail operations.
• Manage the contract budget and review contractor invoices.

Skills

Contract KPIs and SLAs

Communication

Negotiation

Problem-solving

Education

Bachelor's degree in Business, Engineering, or Facilities Management

Job description

Contract Delivery Manager - Facilities Management Contract, WestQuay Shopping Centre, Southampton

We are seeking an experienced Contract Delivery Manager to oversee the facilities management contract at WestQuay Shopping Centre in Southampton. This role requires a dedicated professional responsible for ensuring the FM contractor delivers all services to the agreed standards, managing day‑to‑day contract performance, and maintaining effective relationships between all stakeholders.

Key Responsibilities

• Contract Performance Management: Monitor the FM contractor’s performance across all service areas including cleaning, maintenance, security, waste management, and utilities. Track KPIs and SLAs, conduct regular performance reviews, and ensure compliance with contractual obligations. Manage the monthly contract meetings, review service delivery reports, and implement corrective action plans when performance falls below agreed standards.
• Operational Oversight: Conduct daily liaison with the FM contractor’s management team, coordinate planned and reactive maintenance activities, and ensure minimal disruption to retail operations. Oversee contractor resource allocation, manage emergency response procedures, and ensure all works comply with health and safety requirements. Coordinate with tenants regarding FM activities affecting their operations.
• Financial and Commercial Management: Manage the contract budget, review and approve contractor invoices, and control additional works and variations. Negotiate costs for scope changes, monitor contract expenditure against budget, and identify cost‑saving opportunities while maintaining service quality. Prepare financial reports and manage the commercial relationship with the FM contractor.
• Quality Assurance and Compliance: Implement quality monitoring systems, conduct regular site inspections, and ensure all services meet WestQuay’s operational standards. Manage contractor compliance with policies, procedures, and regulations, coordinate audits and inspections, and maintain comprehensive service delivery documentation.
• Stakeholder Management: Act as the primary interface between WestQuay management, the FM contractor, and retail tenants, managing communications and resolving service‑related issues. Coordinate with internal teams and external stakeholders to ensure seamless service delivery.

Essential Requirements

• Bachelor’s degree in Business, Engineering, Facilities Management, or related field
• Minimum 3–5 years experience in facilities management contract management
• Strong understanding of FM services in retail or commercial property environments
• Excellent communication, negotiation, and problem‑solving skills
• Experience with contract KPIs, SLAs, and performance management
• Knowledge of health and safety regulations and compliance

Desirable Qualifications

• Professional FM or contract management qualification
• Experience with shopping centre or retail property operations
• Understanding of building services and maintenance systems

Working Conditions

This is a site‑based role at WestQuay Shopping Centre with standard working hours and occasional requirements for emergency response. The role involves regular site inspections and close collaboration with the on‑site FM team.