IFM Senior Facilities Manager

Mitie Group plc.; City of Westminster; On-site; GBP 45,000 - 60,000; Full time

Job summary

A facilities management company is seeking a Regional Facilities Manager for the London and South East region. You will oversee service delivery and manage stakeholder relationships, ensuring compliance with regulations and delivering high-standard services. Ideal candidates will possess excellent customer service and relationship management skills, along with a focus on continuous improvement. The role provides opportunities to influence operational resilience and customer satisfaction.

Responsibilities

• Manage FM service delivery and stakeholder relationships.
• Ensure Health and Safety compliance and promote a safety culture.
• Deliver high-standard FM services in collaboration with LBG colleagues.
• Conduct regular building inspections and ensure timely resolution of defects.
• Manage property integration plans and support business needs.
• Identify and implement continuous improvement opportunities.
• Manage building budgets and control costs.
• Oversee compliance with FM sector regulations and manage KPIs.
• Support team performance and training within policy and procedures.
• Manage call-outs, escalations, and third-party suppliers.

Skills

Excellent customer service skills

Commercially astute

Excellent relationship management

Highly customer-focused

Ability to work collaboratively

Job description

London, London & South East

Reporting to the Regional FM For London & South East

Job Overview

In this role, you will manage service delivery and stakeholder relationships for the London and South East Region across various office tiers and branches. You will oversee maintenance and repairs conducted by the team, Mitie Service Lines, and third-party suppliers, ensuring compliance with contractual requirements, timelines, and budgets.

Reporting to the IFM Regional Facilities Manager, you will collaborate with the Head of Operational Excellence, DMO, Operational Performance Team, Engineering SME, Projects, and Service Line Leads. Your focus will be on operational resilience, customer satisfaction, P&L responsibility, best practice implementation, standardization, and continuous improvement. You will also ensure adherence to internal and customer governance models, manage third-party suppliers to avoid compliance failures, demonstrate commercial acumen, and liaise with client stakeholders to prevent operational escalations.

Main Duties

1. Manage FM service delivery and stakeholder relationships.
2. Ensure Health and Safety compliance and promote a safety culture.
3. Deliver high-standard FM services in collaboration with LBG colleagues.
4. Conduct regular building inspections and ensure timely resolution of defects.
5. Manage property integration plans and support business needs.
6. Identify and implement continuous improvement opportunities.
7. Manage building budgets and control costs.
8. Oversee compliance with FM sector regulations and manage KPIs.
9. Support team performance and training within policy and procedures.
10. Manage call-outs, escalations, and third-party suppliers to ensure compliance and innovation.
11. Understand IFM operational delivery and contractual frameworks.

Skills and Experience

• Excellent customer service skills.
• Commercially astute with the ability to prepare, articulate, and present sound, profitable business cases.
• Excellent relationship management, communication, and negotiation skills, with the ability to build and maintain relationships.
• Highly customer-focused with the ability to exceed expectations.
• Ability to work collaboratively with other specialists to improve service delivery and address issues.