Job Title
Facility Manager
Job Description Summary
The Facility Manager is accountable for the strategic and operational leadership of the London workplace, ensuring facilities, workplace experience, front-of-house and meeting services are delivered to a high standard across a complex, client-facing environment. The role owns site performance, financial management, risk, governance and stakeholder confidence, while leading the on-site team and service partners through mobilisation, continuous improvement and day-to-day operational excellence.
Job Description
Core Responsibilities
Own the end-to-end operational performance of the London workplace, ensuring service priorities, issue resolution and mobilisation activity are coordinated effectively across the site.
Lead the delivery of integrated facilities, front-of-house, conference and meeting-room services in a high-profile, client-facing environment.
Develop and maintain the site operating plan, ensuring resources, service coverage and operational priorities align with client requirements.
Lead workplace change, mobilisation and service improvement activity, identifying and implementing opportunities to improve performance and workplace experience.
Ensure the London site is operationally prepared for business demand, planned events, client visits and changing workplace requirements.
Operational Leadership and Governance
Set the local operating rhythm for the London site, including governance, service reviews, performance reporting, risk tracking and corrective action management.
Use operational data, workplace insight and stakeholder feedback to make informed decisions, prioritise resources and drive measurable service improvement.
Translate governance outputs into practical actions for the site team, ensuring actions are owned, tracked and closed within agreed timescales.
People Leadership and Service Culture
Provide direct leadership, line management and performance oversight for the London workplace team.
Set clear objectives, manage performance, coach team members and support development and succession planning.
Plan resources and service coverage to maintain a consistent, high-quality customer experience.
Create a high-performing, accountable and customer-focused team culture, with clear service expectations, priorities and escalation routes across all on-site services.
Client Relationship and Stakeholder Management
Act as the primary senior on-site contact for client stakeholders, leading governance meetings, service reviews and performance reporting.
Own operational escalations and service recovery, ensuring issues are resolved promptly and lessons are embedded.
Provide advice and recommendations to senior client stakeholders on workplace operations, service strategy, risk and continuous improvement.
Make operational decisions within agreed authority levels and take accountability for outcomes.
Build trusted relationships across client, landlord and service partner contacts, ensuring operational issues are anticipated, communicated and resolved constructively.
Financial and Commercial Management
Own site-level budget management, forecasting, accruals, variance analysis and financial reporting, ensuring spend is controlled and aligned to client and contract expectations.
Lead supplier and service partner performance commercially, challenging cost, quality and value to support a high-performing and efficient workplace operation.
Identify financial, supplier or service risks early and agree practical mitigations with the client, account team and relevant service partners.
Risk, Compliance and Business Continuity
Maintain strong control of operational risk, statutory compliance, audit readiness, incident response and business continuity planning for the London site, with clear ownership for actions and obligations.
Knowledge, Skills & Experience
- Integrated soft services and workplace experience delivery
- Hard services awareness, statutory compliance and landlord interface management
- Asset management, planned maintenance and workplace operational readiness
- People leadership, resource planning and team performance management
- HSSE, operational risk, audit readiness and business continuity management
- CAFM/FAMIS systems experience, including the ability to use workflow, asset, compliance and performance data to track service delivery, manage priorities and support accurate reporting.
- Budget management capability, including forecasting, accruals, variance analysis, cost control and the ability to explain financial performance clearly to client and internal stakeholders.
- Stakeholder engagement and relationship management, including the ability to build confidence with senior client stakeholders, manage expectations, influence operational decisions and communicate service performance clearly.
- Supplier and service partner management, including performance review, issue resolution, contractual compliance, value-for-money challenge and collaborative delivery of workplace service improvements.
Essential
Significant facilities management experience within a complex corporate office or similarly demanding client environment.
Demonstrable experience leading facilities or workplace teams, including objective setting, coaching and performance management.
Proven experience managing senior client stakeholders, operational escalations and service-review forums.
Budget ownership, forecasting, supplier performance and delivery against contractual KPIs and SLAs.
Evidence of leading operational improvement, workplace change or service transformation.
Required
Supporting a major office mobilisation, relocation or workplace transformation.
IWFM, IOSH, NEBOSH or another relevant facilities or health and safety qualification.
Cushman & Wakefield is an equal opportunity / affirmative action employer. All qualified candidates will receive consideration for employment without regard to ethnicity, gender, gender identity or expression, sexual orientation, age, disability, religion, marital status, or any other legally protected characteristic. Cushman & Wakefield is committed to equity in employment, and our goal is to have a diverse, inclusive and barrier-free workplace. If you are a person with a disability and need any other accessible accommodations during the hiring process, you are invited to bring this to the Talent Acquisition Advisor’s attention once they have made contact.
INCO: “Cushman & Wakefield”