FM Service Support Manager

John Lewis Partnership; Dartford; Hybrid; GBP 46,000 - 74,000; Full time

Job summary

A leading UK retail company is seeking a Facilities Management Service Support Manager to oversee maintenance delivery across retail locations. This role involves ensuring compliance, managing budgets, and improving operational efficiency. The ideal candidate will have extensive experience in facilities management and strong stakeholder management skills. The position offers a hybrid working model and a competitive salary.

Qualifications

• Experience in an FM delivery operational role, ideally within a Retail business.
• Knowledge of maintenance systems to best practice standards.
• A proven track record of delivering outstanding maintenance services.

Responsibilities

• Oversight of third-party delivery of planned and reactive maintenance.
• Ensure compliance, safety, assurance, and insurance requirements are met.
• Budgetary management of revenue and capital spend.

Skills

FM delivery operational experience

Knowledge of maintenance systems

Outstanding maintenance services

Stakeholder management

Strong communication skills

Job description

Overview

Join our Facilities Management (FM) Team and help ensure the seamless, safe, and sustainable operation of our Waitrose Retail buildings. As an FM Service Support Manager, you will work with the Waitrose FM Service Delivery Lead to maintain high standards, keeping our buildings safe, compliant, and running smoothly. This role partners with our branches to align Hard and Soft Facilities Management Services and supports annual financial, safety, and sustainability targets. Night premium of £5.00 per hour applies for time worked between 22:00 and 06:00, including existing Partners enrolled on Enhanced Hours Premium arrangements.

Salary – £46,500 - £73,500

Contract type – This is a permanent position.

Working pattern/flexible working – Hybrid working model (office, home and other Partnership locations) based on personal needs and business requirements.

Location – Home worker contract; up to 2 days per week visiting Waitrose branches in the East region (approximately 180 branches from Norfolk to Scotland, including London). An essential use business car will be provided and a full UK driving license is required.

Key responsibilities

• Oversight of third-party delivery of planned and reactive maintenance for areas of responsibility.
• Ensure all compliance, safety, assurance and insurance requirements are delivered timely to keep the Partnership legally compliant and trading without risk.
• Oversee the resolution of service escalations.
• Budgetary management of revenue and capital spend for the area of responsibility.
• Accountability for key metrics and measures to track business benefit in support of the overarching strategy.
• Identify areas for improvement and opportunities for cost saving and innovation.

Essential skills and experience

• Experience in an FM delivery operational role, ideally within a Retail business or similar sector.
• Knowledge of implementing and managing maintenance systems to best practice standards; ability to shape and influence maintenance delivery.
• A proven track record of delivering outstanding maintenance services or demonstrated ability to do so.
• Commercial experience demonstrated through driving value for money.
• Stakeholder management and strong communication skills.
• Full UK driving license.

Desirable skills and experience

• RICS or IWFM (formerly BIFM) membership.
• Safety qualifications (NEBOSH).
• Experience of working client-side with an outsourced service provider.
• Experience and understanding of service contracts including output specifications and performance mechanisms.

Important points to note: Some roles are subject to pre-employment vetting (which may include DBS checks). If required, you will be informed and provided with information about vetting during recruitment. DBS checks will be carried out by a third-party registered body and financial probity checks may be required for some roles.

We encourage you to apply as soon as possible as vacancies can close early if there are a high number of applicants. We support flexible working where possible; discuss this with the hiring manager during your interview.

Additional information

Closing Date: 3 December 2025

Pay: £46,500.00 - £73,500.00 per annum

Hours of Work: 35

Job Level: Partnership Level 7

Where You'll Be Working: Home Worker, 1 Drummond Gate, London, SW1V 2QQ