Job Description
Main Purpose of the Job
The NBI Partnership (NBIP) provides non-scientific services to research institutes based on the Norwich Research Park, a globally recognised centre for bioscience innovation. The park is home to leading research institutes - including the John Innes Centre (JIC), Quadram Institute Bioscience (QIB), Earlham Institute (EI), and The Sainsbury Laboratory (TSL) - supporting cutting-edge research in food security, health, and environmental sustainability. NBIP provides the facilities management (FM) services to the JIC’s, TSL’s and EI’s estates and buildings.
The Facilities Department ensures the seamless operation of NBIP and the Institutes it supports by managing essential support services, including:
• Facilities Helpdesk & Business Systems system – Overseeing service requests, fault reporting, and work coordination.
• Security & Access Management – Managing site security, access control, and emergency response.
• Soft Services Management – Ensuring effective delivery of cleaning, waste management, catering, reception, and porterage.
• Contract & Supplier Management – Managing outsourced service providers and ensuring compliance with SLAs.
• Business Continuity & Incident Management – Developing and maintaining business continuity plans for NBIP (BCP).
• Compliance, Insurance & Risk Management – Ensuring adherence to health, safety, and environmental policies.
• Mechanical, Electrical & Building Fabric Maintenance – Supporting maintenance and infrastructure services.
• Project Management & Minor Works – Overseeing small-scale facilities projects.
The FM Support Services Manager is responsible for the efficient and effective delivery of support services across NBIP and the Institutes. Reporting to the Head of Facilities, this role leads key functions including security, cleaning, waste management, catering, insurance, and supplier contract management to support the organisation’s research and operational needs.
This role manages three direct reports and oversees several key service partner contracts. It also serves as the primary liaison with Anglian Innovation Partnership (AIP) on matters such as catering, campus services, and car parking, including thoroughfare and grounds maintenance.
A strong leader with strategic thinking and stakeholder engagement skills, the FM Support Services Manager drives continuous improvement, service excellence, and compliance with industry standards.
Key Relationships
Internal: Head of Facilities (Line Manager), Reception Supervisor, Cleaning Supervisor, Janitor Supervisor, Contract Supervisor, FM Business Partner, FM Hub Manager, Maintenance Operations Manager, Minor works and Building Infrastructure Manager, Helpdesk & Business Systems Supervisor, Security, Cleaning, Reception, and Catering Teams, Operational and Lab Managers & Building Users, and EI’s Business Support team.
External: Service Providers & Contractors, Security Agencies & Emergency Services, Regulatory Bodies & Compliance Inspectors, Insurance Providers
Main Activities & Responsibilities
Person Profile
Education & Qualifications
RequirementIWFM or ILM Level 5 in Facilities Management (or equivalent experience)Qualification in Health & Safety compliance (, IOSH Managing Safely, NEBOSH Certificate)SIA accreditation
Specialist Knowledge & Skills
RequirementExperience in research, pharmaceutical, or public sector environmentsKnowledge of smart building technologies and sustainability initiativesKnowledge of FM software (, Concept Evolution, Planon, Maximo) and FM Operating modelsKnowledge and associated experience in service partner tendering and procurementAbility to develop Soft FM contract specifications and operating modelsAdvanced Microsoft Office skills (Excel, PowerPoint, Outlook) for reporting and analyticsAbility to generate and present performance reports and presentations to senior stakeholders
Relevant Experience
RequirementExtensive experience in facilities management, focusing on support services and operationsStrong track record in contract management, supplier performance monitoring, and budget oversightExtensive knowledge of GMP catering contract modelsProven ability to lead security, soft services, insurance administration, and business continuity functionsStrong experience in Soft FM and building managementExtensive experience in service partner contract management
Interpersonal & Communication Skills
RequirementExcellent stakeholder engagement and relationship management skillsStrong problem-solving and decision-making abilitiesAbility to communicate effectively with associated teams, researchers, and senior leadershipGood interpersonal skills, with the ability to work as part of a team
Additional Requirements
RequirementAttention to detailPromotes equality and values diversityWillingness to embrace the expected values and behaviours of all staff at the Partnership, ensuring it is a great place to workAble to present a positive image of self and the PartnershipAbility to maintain confidentiality and security of information where appropriate Willingness to work outside standard working hours when required