Head of FM Contract Operations

ISS Facility Services UK; United Kingdom; Hybrid; GBP 85,000 - 115,000; Full time

Benefits offered by this job

Car allowance

Bonus

Job summary

ISS Facility Services UK is recruiting an established facilities professional to oversee a major Government FM contract across the UK, delivering hard and soft services from offices to labs and estates. The role is hybrid with national travel and reports to the Account Senior Leadership Team.

The post holder will lead the regional operations, drive a consistent operating model across regions, and ensure frontline delivery is evidenced with clear accountability and robust management information.

Qualifications

• A proven record of establishing and managing operational processes, controls, governance and assurance.
• Experience leading geographically dispersed teams and implementing consistent standards across multiple regions or contracts.
• Experience overseeing maintenance planning, corrective and reactive work management, backlogs and billable service activity.
• Experience with CAFM, CMMS, workforce management or comparable operational systems.
• capability in management information, performance analysis, reporting and data-led decision-making

Responsibilities

• Lead, develop and assure the operational support framework for FM service delivery across the contract.
• Establish processes, systems, information and controls to support frontline teams and ensure delivery is visible and evidenced.
• Lead Regional Contract Operations Leads and replicate the operating model across regions with four pillars: workforce readiness, service control, systems and insight, assets and assurance.
• Work with key account leadership to maintain contract-wide oversight, identify systemic risks, drive corrective action and improve effectiveness.
• Ensure Contract Operations enables, governs and assures frontline delivery with consistent standards and reliable MI.

Skills

Proven operational leadership

Geographically dispersed team lead

Maintenance planning oversight

CAFM/CMMS/workforce management

MI, performance analysis & reporting

Tools

CAFM/CMMS systems

Job description

• Hybrid role - home working with a level of national travel
• Salary plus car/allowance and bonus

Here at ISS, as leading Facilities Management (FM) provider, we are looking to recruit an established Facilities professional to join our major and high profile Government contract across the UK where we provide full "Hard and Soft" Facilities services across the estate, which consist of Offices, Labs, Fisheries, Farming buildings and more.

In this role you will be working within the Account Senior Leadership Team.

The role leads, develops and assures the operational support framework that enables effective Facilities Management (FM) service delivery across the contract. It establishes the processes, systems, information and controls required to support frontline teams and ensure delivery is consistent, visible and properly evidenced.

The postholder leads the Regional Contract Operations Leads, ensuring that the agreed operating model is replicated across each region. The model is built around four integrated pillars: workforce readiness; service control; systems and insight; and assets and assurance.

Working in partnership with the Key Account Portfolio Director, Key Account Management team, Regional Key Account Managers, Regional Facilities Managers and frontline FM teams, the postholder will maintain contract-wide oversight, identify systemic risks, drive corrective action and improve operational effectiveness.

The role’s purpose is to ensure that Contract Operations enables, governs and assures frontline delivery—providing consistent standards, reliable management information, clear accountability and effective operational control across the estate.

This is a fantastic role for either an established operational lead at perhaps Key Account Manager level, or an individual from a Contract Support role who has progressed into management, and is looking for that next step to SLT level.

• A proven record of establishing and managing operational processes, controls, governance and assurance.
• Experience leading geographically dispersed teams and implementing consistent standards across multiple regions or contracts.
• Experience overseeing maintenance planning, corrective and reactive work management, backlogs and billable service activity.
• Experience with CAFM, CMMS, workforce management or comparable operational systems.
• capability in management information, performance analysis, reporting and data-led decision-making

ISS is a global leader in workplace and facilities management, helping organisations create environments where people and businesses can thrive. We partner with clients across sectors—from healthcare to finance to deliver smart, sustainable solutions that improve everyday experiences.

We’re proud to be an inclusive employer, committed to diversity, wellbeing, and supporting the Armed Forces community.

As a Disability Confident employer, we’re committed to making our recruitment process accessible. If you require any adjustments, please contact our Resourcing Team—we’ll be happy to support you.