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 ensure maintenance and repairs are conducted by the team, Mitie Service Lines, and third-party suppliers in line 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 to ensure operational resilience, customer satisfaction, P&L responsibility, best practice implementation, standardisation, 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 effectively 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 policies and procedures.
10. Manage call-outs, escalations, and third-party suppliers to ensure compliance and innovation.
What we are looking for
* Understanding of IFM operational delivery and contractual frameworks.
* Excellent customer service skills.
* Commercially astute with the ability to prepare, articulate, and present a sound and profitable business case.
* Excellent relationship management, communication, and negotiation skills with the ability to build, manage, 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 service issues.
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