UK&I FM Operations Manager

CBRE Group, Inc.; Greater London; On-site; GBP 90,000 - 130,000; Full time

Job summary

CBRE Group, Inc. seeks an experienced UK&I Operations Manager to oversee facilities management across the client’s UK portfolio of offices, ensuring consistent, high-level service delivery and strong client-supplier partnerships.

The role requires managing M&E engineering standards, statutory compliance, and a dynamic team while driving continuous improvement in service quality and safety.

Qualifications

• 10+ years operational experience with integrated FM services.
• Demonstrated leadership/management across maintenance/engineering.
• Ability to engage and communicate across all levels within an organisation.
• Ability to lead Change Management programmes.
• Ability to manage multi-million Pound/Dollar budgets.
• Demonstrable Health & Safety knowledge (IOSH).
• Proven record of excellent internal and external customer service.
• Ability to write reports, manuals, speeches and articles.
• Ability to present complex topics to stakeholders.
• Ability to motivate and negotiate effectively with key employees.

Responsibilities

• Integrate service delivery model across hard and soft services to provide a unified FM solution.
• Act as single point of contact and maintain relationships with the client for all IFM services.
• Lead on-site facilities management teams in staffing, training, development and performance.
• Respond to problems; implement policy and regulations.
• Manage contractual relationships; review performance against KPIs/SLA.
• Support account management to adjust services to client business needs.
• Establish audit protocols and playbooks to ensure consistent delivery.
• Collaborate with CBRE and client teams to drive service excellence.
• Ensure governance, HSE, and environmental policy compliance across sites.
• Oversee contract documents for consistency with master contract and CBRE standards.
• Contribute to account's commercial performance and cost control.
• Develop and manage annual facility budgets including CAPEX/OPEX.

Skills

FM leadership

Leadership/Management

Cross-level communication

Change Management

Budget management

Health & Safety IOSH

Customer service

Report writing

Presentations

Negotiation

Problem solving

FM sector expertise

Client relationship management

Numerical skills

MS Office

Tools

Microsoft Office

Job description

The UK&I Operations Manager is responsible for the delivery of all aspects of the facilities management scope of services across the client’s UK portfolio of offices to ensure a consistent and high-level service delivery through developing an excellent relationship (partnership) with the internal client and external suppliers.

They are responsible for ensuring that all sites conform to our client’s Mechanical and Electrical (M&E) engineering infrastructure and FM standards/guidelines in terms of design, operational performance, and overall resilience. The global contract value is circa USD $19M. This role will have up to 5 direct reports and up to 13 indirect reports.

Lead the day-to-day delivery incorporating driving statutory compliance and governance, the management and development of staff, the continual development of our customer operational responsibility.

Key Responsibilities

• Integrating the overall service delivery model - leveraging both technical engineering (hard services) and facilities management (soft services) to provide a holistic and unified property services solution.
• Acts as single point of contact and develops positive relationships with the client for all IFM services issues.
• Manages on site facilities management operation teams in terms of staffing, training, development, and performance.
• Responds to problems and concerns; implements policy, rules and regulations.
• Manages contractual relationships and works with the Client’s Representative to assure excellent service delivery to Client’s location; reviews and monitors performance in line with agreed KPI or SLA
• Supports account management team to monitor and modify the services deliverables in accordance with the change of Client’s business needs.
• Implements the standards for inspection and audit protocols for the improvement and/or maintenance of operational delivery.
• Reviews and establishes procedure playbooks that demonstrate performance is being delivered consistently.
• Works collaboratively with various client teams, the CBRE FIL Account Team, and any other central CBRE management teams.
• Ensures contract specific reports are produced and issued in a timely manner.
• Manages the effective implementation of Health, Safety, Security & Environmental policies and procedures to minimise the risk exposure to the Client.
• Reviews and manages contract documents to ensure consistency and adherence with client master contract and CBRE’s corporate standards.
• Contributes to account commercial performance through identification of service efficiencies while protecting service levels and KPI performance.
• Develops and controls an annual facility budget, including direct and indirect contract service expenses, preventative maintenance costs, and project/capital items.
• Ensures superior delivery of all contract deliverables, including measurable value-add, innovation, continuous improvement and ‘dark green’ customer satisfaction feedback.
• Manages various third-party vendors who provide the IFM services; this includes participating in the development of RFP’s, assisting in contract negotiations, and SOW, SLA, KPI development.
• Ensures all statutory compliance requirements are met.
• Demonstrates tangible leadership and relationship management skills both across primary client stakeholders and CBRE Account team.
• Ensures compliance in accordance with CBRE and Fidelity International standards.

Essential Skills

• 10+ years operational experience with emphasis on integrated FM services
• Demonstrated leadership/management skills to deal with issues ranging from senior level to administrative across maintenance/engineering.
• Ability to engage and communicate across all levels within an organisation.
• Ability to lead Change Management programmes.
• Ability to manage multi-million Pound/Dollar budgets.
• Demonstrable Health & Safety knowledge and/or experience (IOSH minimum)
• Proven record of providing excellent internal and external customer service
• Ability to comprehend, analyse, interpret and present complex business documents.
• Ability to respond effectively to highly sensitive issues.
• Ability to write reports, manuals, speeches and articles using distinctive style.
• Ability to make effective and persuasive presentations on complex topics to employees, clients, top management and/or public groups.
• Ability to motivate and negotiate effectively with key employees, top management, and client groups to take desired action.
• Demonstrate an ability to solve complex problems and deliver a variety of options in complex situations.
• Sector expertise with strong experience successfully managing integrated facilities management.
• Experience in understanding, developing and exceeding client relationships.
• Ability to effectively respond to complex problems, inquiries or complaints from clients, line management and supply chain and provide innovative solutions.
• Ability to grow, develop and manage high performing teams.
• Analytically minded with strong financial and numerical skills
• Proficient in common application software - Microsoft Office Suite

Applicant AI Use Disclosure

We value human interaction to understand each candidate's unique experience, skills and aspirations. We do not use artificial intelligence (AI) tools to make hiring decisions, and we ask that candidates disclose any use of AI in the application and interview process.

No agencies please.

Please note: the job title shown above may be different to local job titles used in our business and issued on any contract of employment.

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