Contract Delivery Manager - Facilities Management Contract, WestQuay Shopping Centre, Southampton
Position Overview We are seeking an experienced Contract Delivery Manager to oversee the facilities management contract at WestQuay Shopping Centre in Southampton. This role requires a dedicated professional responsible for ensuring the FM contractor delivers all services to the agreed standards, managing day-to-day contract performance, and maintaining effective relationships between all stakeholders.
Key Responsibilities
Contract Performance Management The role involves monitoring the FM contractor's performance across all service areas including cleaning, maintenance, security, waste management, and utilities. You will track KPIs and SLAs, conduct regular performance reviews, and ensure compliance with contractual obligations. The position requires managing the monthly contract meetings, reviewing service delivery reports, and implementing corrective action plans when performance falls below agreed standards.
Operational Oversight You will conduct daily liaison with the FM contractor's management team, coordinate planned and reactive maintenance activities, and ensure minimal disruption to retail operations. The role involves overseeing contractor resource allocation, managing emergency response procedures, and ensuring all works comply with health and safety requirements. You will also coordinate with tenants regarding FM activities affecting their operations.
Financial and Commercial Management The position requires managing the contract budget, reviewing and approving contractor invoices, and controlling additional works and variations. You will negotiate costs for scope changes, monitor contract expenditure against budget, and identify cost-saving opportunities while maintaining service quality. The role involves preparing financial reports and managing the commercial relationship with the FM contractor.
Quality Assurance and Compliance You will implement quality monitoring systems, conduct regular site inspections, and ensure all services meet WestQuay's operational standards. The role requires managing contractor compliance with policies, procedures, and regulations, coordinating audits and inspections, and maintaining comprehensive service delivery documentation.
Stakeholder Management You will act as the primary interface between WestQuay management, the FM contractor, and retail tenants, managing communications and resolving service-related issues. The position involves coordinating with internal teams and external stakeholders to ensure seamless service delivery.
Essential Requirements
* Bachelor's degree in Business, Engineering, Facilities Management, or related field
* Minimum 3-5 years experience in facilities management contract management
* Strong understanding of FM services in retail or commercial property environments
* Excellent communication, negotiation, and problem-solving skills
* Experience with contract KPIs, SLAs, and performance management
* Knowledge of health and safety regulations and compliance
Desirable Qualifications
* Professional FM or contract management qualification
* Experience with shopping centre or retail property operations
* Understanding of building services and maintenance systems
Working Conditions This is a site-based role at WestQuay Shopping Centre with standard working hours and occasional requirements for emergency response. The role involves regular site inspections and close collaboration with the on-site FM team