Hard Services Manager

CBRE; City Of London; On-site; GBP 50,000 - 70,000; Full time

Job summary

A global facilities management provider is hiring a Hard Services Manager to lead service delivery, improve operational performance, and manage a contract team in the City of London. Candidates should possess extensive Facilities Management experience, strong leadership attributes, and a commitment to continuous improvement and innovation. Offering a full-time role with responsibilities spanning operational oversight and client relations.

Qualifications

• Extensive experience in Facilities Management or Critical Environments.
• Proven track record of team leadership and stakeholder management.
• Ability to make sound judgments and decisions under pressure.

Responsibilities

• Manage contract staff and maintenance of building services.
• Ensure customer focus and effective client relationships.
• Monitor and report on Key Performance Indicators (KPIs).

Skills

Experience in Facilities Management

Strong team leadership skills

Excellent communication skills

Innovative and solution focused

Education

Health and Safety training (NEBOSH/IOSH)

Tools

Microsoft Office Suite

Job description

Hard Services Manager

Job ID 221528

Posted 02-Jul-2025

Service line: GWS Segment

Role type: Full-time

Areas of Interest: Engineering/Maintenance

Location(s): London - England - United Kingdom of Great Britain and Northern Ireland

CBRE Global Workplace Solutions is a leading global provider of integrated facilities and corporate real estate management, we are recruiting a Contract Manager to join our team and deliver the IFM services located on the City of London client account.

As a Contract Manager you will be responsible for delivering the full suite of Facilities Management and Workplace services, working in partnership with all stakeholders to ensure a world class service is always delivered and maintained.

Constant innovation is key to our long-term success, and within the role you will be responsible for improving both operational and commercial performance through best practice, operational excellence and identifying opportunities for introducing new service lines and product offerings.

The role of the Contract Manager will be to supervise, plan, and co-ordinate all aspects of system operations, hard and soft service delivery, workplace experience and events. Planned preventative maintenance (PPM), reactive maintenance, M&E and help desk calls, and small project works. The successful candidate would be expected to be operationally hands on where necessary as well as having full managerial responsibilities.

Key Responsibilities

• Responsible for the contract management of the staff, operation and maintenance of all electrical and mechanical plants/services, soft services, events, building performance in order to meet contractual outputs and objectives.
• Line management responsibility for a contract team and indirectly for relevant sub-contractors, ensuring contracts are staffed by fully competent teams and that effective succession planning arrangements are in place.
• Provision of leadership and guidance, advice, coaching and direct support, where required to deliver best practice selection, training, assessment, and recognition/reward.
• Deliver effective business communication through advice, review, leadership and direct contribution to management and team meetings, briefings, consultation forums, correspondence, monthly and ad-hoc reporting and other publications.
• Ensure that all matters that may impact the smooth running of the building and facilities are immediately reported to both CBRE and key client contacts.
• Ensure a customer focus within all areas of operational activities, and that effective relationships are maintained with key client contacts.
• Support the Account Manager to development of contract financial plans for revenue and profit delivery, reduction of WIP, debt, cost reduction and contract growth, and ensure that these are met and exceeded.
• To conduct regular reviews of operating procedures making recommendations for improvement with appropriate working practices and emergency/contingency procedures within the critical systems.
• Ensure the provision of healthy and safe working conditions and regularly review the H&S policy.
• Work closely with subject matter experts to engage and drive innovation, sustainability and best practice across all services delivered on site.
• Ensure appropriate control systems to ensure statutory, policy and contractual commitments are met.
• Proactively identify and implement innovative solutions across both soft and hard services within the portfolio. This includes leveraging emerging technologies, industry best practices, and process enhancements to deliver improved service delivery, cost efficiencies, and enhanced user experience.
• Take full responsibility for monitoring, analysing, and reporting on Key Performance Indicators (KPIs) across the contract. Ensure all services meet or exceed agreed performance standards through continuous review, trend analysis, and implementation of corrective actions where necessary.
• Collaborate with the Account Manager to drive continual improvement in client scorecard results. This includes identifying underperforming areas, implementing targeted improvement initiatives, and ensuring all teams are aligned with performance expectations and strategic goals.
• Assist the Account Manager in promoting and delivering Responsible Procurement practices and Environmental, Social, and Governance (ESG) objectives. This includes supplier engagement, monitoring compliance with sustainability targets, and contributing to the delivery of social value and environmental stewardship across the contract.
• Promote and maintain the core Values of CBRE.

Person Specification

• Experience in Facilities Management, Building Services or Critical Environments.
• Strong team leadership and stakeholder management skills.
• Excellent communication, interpersonal and presentation skills (oral and written).
• Innovative and solution focused.
• Excellent judgement, decision making and influencing skills, particularly in complex and high-pressure situations.
• Possess an understanding of Health and Safety issues, NEBOSH / IOSH, or equivalent formal training would be desirable.
• Conversant with Microsoft Office (Word, Excel, Outlook, PowerPoint).
• A good level of English and Mathematics required.

CBRE, Inc. is an Equal Opportunity and Affirmative Action Employer (Women/Minorities/Persons with Disabilities/US Veterans)