EMEA IFM Operations Lead

CBRE Group, Inc.; Greater London; Hybrid; GBP 90,000 - 120,000; Full time

Job summary

CBRE Group, Inc. in London seeks an EMEA IFM Operations Lead to drive facilities management across the client’s EMEA portfolio, integrating hard and soft services to deliver consistent, high‑quality service.

You will lead on‑site teams, oversee health and safety, manage budgets and SLAs, and work with CBRE account teams and suppliers to optimise performance. Strong leadership, stakeholder engagement and change management are essential.

Qualifications

• 10+ years of operational experience with emphasis on integrated FM services.
• Proven leadership/management skills across maintenance/engineering.
• Ability to engage and communicate across all levels.
• Ability to lead Change Management programmes.
• Demonstrable Health & Safety knowledge and/or experience.
• Proven track record of excellent internal and external customer service.
• Ability to analyze and present complex business documents.
• Ability to respond to highly sensitive issues.
• Ability to motivate and negotiate with key stakeholders.
• Demonstrate ability to solve complex problems and deliver options.

Responsibilities

• Integrate the overall service delivery model across hard and soft services.
• Act as single point of contact and build client relationships for IFM services.
• Lead on-site facilities management teams: staffing, training and development.
• Respond to issues; implement policy and regulatory compliance.
• Manage contractual relationships and monitor performance against KPI/SLA.
• Support account management to adapt services to client needs.
• Develop and maintain inspection and audit protocols for delivery improvement.
• Collaborate with client teams, CBRE Account Team, and management teams.
• Ensure timely production of contract-specific reports.
• Lead Health, Safety, Security & Environmental policy implementation.

Skills

Operational leadership

Change management

Health & Safety

Customer service

Communication

Financial analysis

Problem solving

Microsoft Office

Tools

Microsoft Office Suite

Job description

CBRE Global Workplace Solutions is a leading global provider of integrated facilities and corporate real estate management to serve commercial real estate needs of its clients worldwide. With services, insights and data that span every dimension of the industry, we create solutions for clients of every size, in every sector and across every geography.

We believe enduring success can only be built on a foundation of responsible business practices, and that everyone gains an advantage by adopting the values of RISE (Respect, Integrity, Service and Excellence).

The EMEA IFM Operations Lead is responsible for the delivery of all aspects of the facilities management scope of services across the client's EMEA portfolio of offices to ensure a consistent and high-level service delivery through developing an excellent relationship (partnership) with the internal client and external suppliers.

Lead the day-to-day delivery incorporating driving statutory compliance and governance, the management and development of staff, the continual development of our customer operational responsibility.

Key Responsibilities:

• Integrating the overall service delivery model - leveraging both technical engineering (hard services) and facilities management (soft services) to provide a holistic and unified property services solution.
• Acts as single point of contact and develops positive relationships with the client for all IFM services issues.
• Manages on site facilities management operation teams in terms of staffing, training, development, and performance.
• Responds to problems and concerns; implements policy, rules and regulations.
• Manages contractual relationships and works with the Client's Representative to assure excellent service delivery to Client's location; reviews and monitors performance in line with agreed KPI or SLA
• Supports account management team to monitor and modify the services deliverables in accordance with the change of Client's business needs.
• Implements the standards for inspection and audit protocols for the improvement and/or maintenance of operational delivery.
• Reviews and establishes procedure playbooks that demonstrate performance is being delivered consistently.
• Works collaboratively with various client teams, the CBRE Account Team, and any other central CBRE management teams.
• Ensures contract specific reports are produced and issued in a timely manner.
• Manages the effective implementation of Health, Safety, Security & Environmental policies and procedures to minimise the risk exposure to the Client.
• Reviews and manages contract documents to ensure consistency and adherence with client master contract and CBRE's corporate standards.
• Contributes to account commercial performance through identification of service efficiencies while protecting service levels and KPI performance.
• Develops and controls an annual facility budget, including direct and indirect contract service expenses, preventative maintenance costs, and project/capital items.
• Ensures superior delivery of all contract deliverables, including measurable value-add, innovation, continuous improvement and 'dark green' customer satisfaction feedback.
• Manages various third-party vendors who provide the IFM services; this includes participating in the development of RFP's, assisting in contract negotiations, and SOW, SLA, KPI development.
• Ensures all statutory compliance requirements are met.
• Demonstrates tangible leadership and relationship management skills both across primary client stakeholders and CBRE Account team.
• Ensures compliance in accordance with CBRE and account's International standards.

Essential Skills

• 10+ years operational experience with emphasis on integrated FM services
• Demonstrated leadership/management skills to deal with issues ranging from senior level to administrative across maintenance/engineering.
• Ability to engage and communicate across all levels within an organisation.
• Ability to lead Change Management programmes.
• Demonstrable Health & Safety knowledge and/or experience
• Proven record of providing excellent internal and external customer service
• Ability to comprehend, analyse, interpret and present complex business documents.
• Ability to respond effectively to highly sensitive issues.
• Ability to make effective and persuasive presentations on complex topics to employees, clients, top management and/or public groups.
• Ability to motivate and negotiate effectively with key employees, top management, and client groups to take desired action.
• Demonstrate an ability to solve complex problems and deliver a variety of options in complex situations.
• Sector expertise with strong experience successfully managing integrated facilities management.
• Experience in understanding, developing and exceeding client relationships.
• Ability to effectively respond to complex problems, inquiries or complaints from clients, line management and supply chain and provide innovative solutions.
• Ability to grow, develop and manage high performing teams.
• Analytically minded with strong financial and numerical skills
• Proficient in common application software - Microsoft Office Suite

Why CBRE

When you join CBRE, you become part of the global leader in commercial real estate services and investment that helps businesses and people thrive. We are dynamic problem solvers and forward-thinking professionals who create significant impact. Our collaborative culture is built on our shared values - respect, integrity, service and excellence - and we value the diverse perspectives, backgrounds and skillsets of our people. At CBRE, you have the opportunity to chart your own course and realize your potential. We welcome all applicants.

Applicant AI Use Disclosure

We value human interaction to understand each candidate's unique experience, skills and aspirations. We do not use artificial intelligence (AI) tools to make hiring decisions, and we ask that candidates disclose any use of AI in the application and interview process.