Key information:
* Location: On-site with Nationwide travel at either London, Manchester or Birmingham offices
* Reports to: Managing Director, Praxis Facilities Management (PFM)
* Role title: FM Performance Manager
About:
The FM Performance Manager is responsible for evaluating, planning and implementing a robust facilities management delivery strategy across a national property portfolio. The FM Performance Manager is responsible for identifying, assessing, analysing, planning, implementing, and monitoring performance improvement initiatives within the facilities management function. The role aims to enhance operational consistency, efficiency, service delivery, and value-add initiatives, ensuring continuous improvement and alignment with organisational objectives.
A core focus of the role will be the continuous improvement of Managed and Soft FM performance through innovation in systems, adoption of emerging technologies, and improvements in operational management. The postholder will also play a key role in ensuring that PFM is equipped with the credibility, consistency, and the infrastructure required to support its continued expansion beyond the core Praxis portfolio.
Overview of Duties:
The FM Performance Manager is responsible for translating strategic FM priorities into operational excellence across a broad and growing national property portfolio – including major shopping centres, business parks, commercial offices, and public realm spaces. Acting as the senior lead for TFM and Soft FM Services, the role ensures that delivery is both robust and agile, adapting to site-specific requirements and service excellence.
They will oversee and co-ordinate all aspects of FM service delivery, working closely with internal and external stakeholders to embed a high-performance, customer-facing approach. They will influence and shape the customer centric culture across both directly managed and third-party instructed assets, setting expectations for leadership, conduct, and performance on the ground.
The role also carries responsibility for enabling future growth – ensuring that internal systems, compliance frameworks, and talent pipelines are capable of supporting new mandates and large-scale service mobilisation, while safeguarding the reputation and reliability of the wider Praxis group.
Key Responsibilities:
Health & Safety (H&S) Compliance
* Ensure full compliance with all relevant health, safety, and environmental legislation and standards across all FM services.
* Lead regular audits, risk assessments, and H&S reviews to proactively identify and mitigate risks.
* Promote a positive safety culture through training, toolbox talks, and visible leadership.
Financial Performance
* Monitor and manage budgets related to FM services, ensuring delivery within financial targets and identifying cost-saving opportunities.
* Track and report on financial KPIs, including cost per square metre, contract profitability, and variance analysis.
* Ensure appropriate procurement practices and contract management processes are followed.
Service Excellence & Continuous Improvement
* Establish, monitor, and improve service level agreements (SLAs) and key performance indicators (KPIs) for all TFM and soft services.
* Conduct root cause analysis and implement corrective actions for service failures or customer complaints.
* Drive a culture of continuous improvement using performance data, customer feedback, and industry benchmarks.
Standard Operating Procedures (SOPs)
* Develop, implement, and maintain robust SOPs for all FM operational activities to ensure consistency, compliance, and efficiency.
* Regularly review and update SOPs to reflect changes in legislation, best practices, and business needs.
* Ensure all staff are trained and competent in following approved procedures.
Operational Service Delivery
* Oversee day-to-day delivery of both hard and soft FM services, ensuring operations meet contractual, statutory, and stakeholder expectations.
* Lead service delivery teams and third-party suppliers, driving high performance and collaboration.
* Implement robust performance monitoring systems and reporting mechanisms to ensure visibility and accountability.
Customer Engagement & Stakeholder Management
* Act as the primary point of contact for client representatives and key stakeholders regarding service performance.
* Build and maintain strong relationships to understand evolving customer needs and enhance satisfaction.
* Manage service reviews, attend client meetings, and lead resolution of escalated issues.
Business Growth & Innovation
* Identify and support opportunities for additional service offerings or contract growth in line with client needs and business strategy.
* Champion innovation in FM service delivery, including adoption of technology, automation, and sustainable practices.
* Conduct competitor analysis and market research to inform strategic development and differentiation.
Requirements:
* Degree educated.
* Minimum of 5 years’ experience in facilities management, including both TFM and Soft FM service delivery.
* Proven track record in managing operational performance against KPIs and SLAs in a multi-site or large-scale environment.
* Demonstrated experience in leading service improvement initiatives and driving operational excellence.
* Solid understanding of health & safety legislation and compliance frameworks (e.g. ISO 45001, COSHH, RIDDOR).
* Experience in managing supplier contracts, procurement processes, and budget control.
* Strong stakeholder engagement and customer relationship management experience.
* Background in mobilising or transforming FM service models is a plus.
* Strong leadership and people management skills, with experience leading cross-functional teams and third-party suppliers.
* Excellent analytical and problem-solving skills; ability to interpret performance data and drive evidence-based decision making.
* Financial acumen and commercial awareness; comfortable working with budgets, forecasts, and cost models.
* Effective communicator, both written and verbal, with strong report-writing and presentation skills.
* Proficiency in FM software systems (e.g. CAFM/IWMS platforms) and Microsoft Office Suite.
Person Specification:
* Resilient, hands-on, and performance-driven
* Able to interpret complex data and drive continuous improvement
* Demonstrates strong service ethos with ability to engage and influence stakeholders
* Works well under pressure; adaptable to change and complexity
* Clear, confident communicator who can tailor messaging to different audiences
* Proactively identifies service improvements and business opportunities
* Excellent time and resource management skills
* Embodies integrity, accountability, and a commitment to excellence
Benefits:
* Competitive Salary + Discretionary Bonus
* 25 days holiday per year plus bank holidays
* PMI and Healthcare Cash Plan
* 5% Company Pension Contribution
* 3x Life Assurance