Deputy Service Manager (Total Facilities Management)

Government Recruitment Service; Birmingham; On-site; GBP 40,000 - 55,000; Full time

Job summary

A governmental organization in Birmingham is seeking a Deputy Service Manager to oversee the Total Facilities Management contract. This position is crucial for contract administration, supplier relationships, and ensuring compliance with NEC4 policies. The ideal candidate should have experience in contract management and stakeholder engagement. The role offers an opportunity to lead a dedicated team focused on delivering high-quality services across the DWP estate.

Qualifications

• Experience in contract administration and stakeholder engagement.
• Strong understanding of NEC4 contractual policies.
• Ability to manage and lead a small team.

Responsibilities

• Act as a delegated Service Manager for the TFM Contract.
• Manage regular joint meetings with the supplier.
• Enhance supplier relationships and improve performance.

Job description

For jobs located in Wales, the ability to speak Welsh is desirable.

The Department for Work and Pensions (DWP) is one of the government’s largest public service departments, serving over 20 million citizens with a sizeable annual budget.

The estate spans 1.4 million square metres across 800+ sites and supports around 78,000 colleagues.

Our vision includes DWP colleagues, supply chain, partners, and most fundamentally, the customers the Department exists to serve. They are the reason for our existence.

We are responsible for the day-to-day operation of our vast estate by managing a private sector supply chain that delivers essential services such as Security Guarding, Maintenance, Property and Leasehold Management, Construction, Cleaning, and Facilities Management.

DWP Estates is not just about maintaining buildings — it’s about transformation. Our strategic goals include:

• Transitioning to a smaller, more affordable, and adaptable estate to meet future needs
• Investing in infrastructure through planned replacement works
• Embedding sustainability in line with Government Greening Commitments (GGCs)
• Delivering cost-effective services while maintaining high standards
• Creating a professional, best-in-class working culture across the Government Property profession

Our Estates strategy ambitions have been refreshed to take us through to 2030:

• OPTIMISE: Continue to transition to a more affordable and adaptable DWP estate that creates productive environments

• INVEST: Investment in an improved environment that better meets the needs of customers and colleagues and minimises service disruption

• SUPPORT: the drive for sustainability throughout DWP

• DELIVER: Expertly deliver improving, cost-effective services for DWP

• THRIVE: Continue to develop a working culture for DWP Estates that is best in class across government

There is no better time to join the award-winning DWP Estates team.

The role of Deputy Service Manager is fundamental, primarily working within the Total Facilities Management (TFM) contract. The role sits within the Service Manager Function, part of the Estates Supplier Management & Assurance Team (ESMA) within DWP Estates Directorate. You will lead a small team and play a vital role in the detailed contract administration of our TFM contract, covering the entirety of the DWP estate.

You will work across boundaries with the supplier, finance, legal, and operational colleagues. Your main priority will be ensuring meticulous contract administration. Stakeholder engagement will be a key skill, and working with colleagues across functions to resolve challenging issues as they arise.

Key accountabilities

• Act as a delegated Service Manager for the TFM Contract, proactively managing contractual Early Warning Notices and Compensation Events based on detailed contract knowledge.
• Manage regular joint meetings with the supplier to drive contractual solutions within strict NEC4 timeframes.
• Understand end-to-end contract management discussions with suppliers, considering risks, mitigation, and payment processes, in collaboration with estate subject matter experts.
• Ensure compliance with NEC4 contractual policies across the contract, estate colleagues, and the supplier.
• Enhance supplier relationships by improving post-award performance and processes.
• Contribute to supplier negotiations and assessment activities to support future sourcing.
• Provide leadership to ensure team clarity, service delivery focus, and contribution to estate strategy.
• Promote a 'one team' culture across DWP Estates and supplier partners, encouraging collaboration and professional relationships.
• Lead strategic supplier review meetings and governance processes, ensuring results are achieved timely and procedures followed.
• Escalate contractual issues and communicate important messages effectively to stakeholders.
• Report and address deficiencies, implementing performance and quality improvements.
• Support negotiations for value-for-money settlements and savings initiatives.
• Champion the Authorities operating model and organizational plan.
• Support the strategic development of Supply Chain Management and ESMA senior management team, identifying professional development needs.