FM Service Delivery Manager

Global Guardians Management; Greater London; On-site; GBP 65,000 - 95,000; Full time

Job summary

Global Guardians is seeking an experienced FM Service Delivery Manager to lead day-to-day facilities and maintenance across a multi-property portfolio in London and the South East. You will manage a maintenance team of around 10 operatives and external contractors, ensuring safety, compliance, and timely occupancy.

This hands-on role demands strong contractor management, budget control, KPI reporting and continuous service improvement, with a focus on RAMS, COSHH and Health & Safety compliance.

Qualifications

• 5+ years’ experience managing a maintenance or facilities management team of 5+ people.
• 2+ years’ experience across residential, commercial or mixed property portfolios.
• Experience managing contractors and monitoring contractor performance.
• Experience planning maintenance programmes and managing competing priorities.
• Experience producing operational KPI reports and using data to improve performance.
• Experience managing maintenance budgets and controlling expenditure.
• Experience carrying out quality inspections.
• Strong knowledge of statutory property compliance and Health & Safety requirements.
• Practical experience preparing RAMS and COSHH Assessments.
• The ability to lead a team while remaining hands-on and operationally focused.
• Experience within property guardianship, social housing, property management, facilities management or property services would be advantageous.
• Experience using CAFM or property management software, particularly MyGlobe or similar systems.

Responsibilities

• Lead, motivate and manage the FM and Maintenance Team to achieve departmental and Company objectives.
• Plan, allocate and monitor workloads to maximise productivity and service delivery.
• Ensure sufficient resources are available to meet operational demand.
• Recruit, induct, train and develop maintenance operatives and contractors.
• Manage reactive, planned and preventative maintenance programmes.
• Ensure all properties remain safe, compliant, well maintained and fit for occupation.
• Ensure residential and commercial fit-outs are completed within agreed target timescales.
• Prioritise emergency maintenance issues and ensure they are resolved promptly.
• Coordinate attendance by the Maintenance Team at bailiff evictions and ensure works are completed effectively.
• Carry out regular quality inspections and ensure works meet required standards.
• Support the team with practical maintenance activities where operational demand requires.
• Monitor contractor performance, quality, responsiveness and value for money.
• Ensure compliance with relevant Health & Safety legislation and safe systems of work.
• Prepare, review and implement RAMS and Method Statements (RAMS).
• Prepare and maintain COSHH Assessments for relevant substances and maintenance activities.
• Ensure appropriate PPE is available and correctly used.
• Support accident investigations and implement corrective actions.
• Ensure statutory compliance works are completed within required timescales.
• Manage maintenance expenditure responsibly and monitor costs against budget.
• Identify opportunities to improve efficiency and reduce costs without compromising quality or compliance.
• Produce and analyse daily, weekly and monthly service delivery KPI reports.
• Maintain accurate maintenance records within MyGlobe.
• Use performance data to identify trends, improve reporting and drive operational improvements.
• Standardise maintenance procedures and improve property readiness across the portfolio.
• Work collaboratively with Operations, Guardian and Client Care, Quality, Partnerships, Finance, external clients and contractors.

Skills

Team leadership

Maintenance planning

Contractor management

KPI reporting

Problem solving

Communication

Hands-on leadership

Education

NEBOSH General Certificate

IOSH Managing Safely

First Aid at Work

CDM Regulations knowledge

Tools

CAFM software

MyGlobe

Job description

We are Global Guardians, the UK’s leading Property Guardianship Company with a mission to bring empty properties back to life for the benefit of local communities. We are dedicated to offering sustainable and affordable solutions for managing vacant buildings by placing working professionals as guardians into these properties, ensuring they are kept safe and secure.

We are looking for an experienced and proactive FM Service Delivery Manager to lead the day-to-day delivery of our facilities and maintenance services, ensuring all managed properties are safe, compliant, well maintained and ready for occupation.

Reporting to the Head of Operations, you will provide operational leadership to the maintenance team and external contractors, ensuring works are planned effectively, delivered safely, completed to a high standard and within agreed timescales and budgets.

This is a hands-on service delivery leadership role, ideal for someone who understands property maintenance, contractor management, statutory compliance and the importance of delivering consistent service standards across a busy property portfolio.

The Role

You will lead a maintenance team currently consisting of approximately 10 operatives, ensuring workloads are effectively planned, resources are appropriately allocated and maintenance activity supports the wider operational objectives of the business.

You will be responsible for driving service delivery performance across reactive, planned and preventative maintenance, property fit-outs, emergency works and compliance-related activity.

A key focus will be ensuring residential and commercial properties are prepared for occupation within target timescales, maintenance tickets are resolved promptly, contractors are held accountable and service quality continues to improve.

Key Responsibilities

• Lead, motivate and manage the FM and Maintenance Team to achieve departmental and Company objectives.
• Plan, allocate and monitor workloads to maximise productivity and service delivery.
• Ensure sufficient resources are available to meet operational demand.
• Recruit, induct, train and develop maintenance operatives and contractors.
• Manage reactive, planned and preventative maintenance programmes.
• Ensure all properties remain safe, compliant, well maintained and fit for occupation.
• Ensure residential and commercial fit-outs are completed within agreed target timescales.
• Prioritise emergency maintenance issues and ensure they are resolved promptly.
• Coordinate attendance by the Maintenance Team at bailiff evictions and ensure works are completed effectively.
• Carry out regular quality inspections and ensure works meet required standards.
• Support the team with practical maintenance activities where operational demand requires.
• Monitor contractor performance, quality, responsiveness and value for money.
• Ensure compliance with relevant Health & Safety legislation and safe systems of work.
• Prepare, review and implement Risk Assessments and Method Statements (RAMS).
• Prepare and maintain COSHH Assessments for relevant substances and maintenance activities.
• Ensure appropriate PPE is available and correctly used.
• Support accident investigations and implement corrective actions.
• Ensure statutory compliance works are completed within required timescales.
• Manage maintenance expenditure responsibly and monitor costs against budget.
• Identify opportunities to improve efficiency and reduce costs without compromising quality or compliance.
• Produce and analyse daily, weekly and monthly service delivery KPI reports.
• Maintain accurate maintenance records within MyGlobe.
• Use performance data to identify trends, improve reporting and drive operational improvements.
• Standardise maintenance procedures and improve property readiness across the portfolio.
• Work collaboratively with Operations, Guardian and Client Care, Quality, Partnerships, Finance, external clients and contractors.

What We’re Looking For

We are seeking an experienced facilities management, maintenance or property services professional who has previously led a team and is comfortable managing a busy, multi-property operational environment.

You will ideally have:

• At least 5 years’ experience managing a maintenance or facilities management team of 5+ people.
• At least 2 years’ experience working across residential, commercial or mixed property portfolios.
• Experience managing contractors and monitoring contractor performance.
• Strong experience planning maintenance programmes and managing competing priorities.
• Experience producing operational KPI reports and using data to improve performance.
• Experience managing maintenance budgets and controlling expenditure.
• Experience carrying out quality inspections.
• Strong knowledge of statutory property compliance and Health & Safety requirements.
• Practical experience preparing RAMS and COSHH Assessments.
• The ability to lead a team while remaining hands-on and operationally focused.
• Strong organisational, communication and problem-solving skills.
• A proactive approach to identifying issues and improving processes.

Experience within property guardianship, social housing, property management, facilities management or property services would be advantageous.

Experience using CAFM or property management software, particularly MyGlobe or similar systems, would also be beneficial.

Qualifications & Requirements

• Full UK Driving Licence.
• IOSH Managing Safely or equivalent.
• Demonstrable knowledge of Health & Safety legislation.
• Experience producing RAMS and COSHH Assessments.
• Good understanding of CDM Regulations.
• NEBOSH General Certificate.
• First Aid at Work.

This is a field-based operational role involving frequent travel to Company properties across London and the South East, with regular use of computer systems and mobile technology.

The role may require occasional manual handling, inspections of areas such as lofts, basements, plant rooms and roofs, and occasional attendance outside normal working hours in response to operational emergencies.

Working Hours: Monday–Friday, 8.5 hours per day, with hours scheduled between 08:00 and 18:00.