Job Overview

• Create a welcoming atmosphere and personalised service for each individual external and internal guest having an eye for detail and responding appropriately to External visitors, client, colleague needs and feedback.
• Demonstrate flexibility and adaptability when personalising external and internal client needs and the changing demand and priorities of the business.
• Manage and motivate a team, ensuring they have the skills and resources needed to deliver exceptional services.
• Build and maintain relationships with stakeholders, including clients, colleagues, and external partners.
• Can-do approach and passion for exceptional service to create an amazing impression every time.
• Have an eye for detail, understanding of processes, and strong leadership to ensure the smooth running and strategic direction of the IFM delivery

As the Facilities Manager, you will manage and deliver the Facilities Management services for the agreed (Soft and Hard) – Tier 1 Offices/Tier 2 offices/ Tier 3&4 offices and allocated branches ensuring the team, Mitie Service Lines and 3rd party suppliers maintain and repair the services of the facility in line with the clients' contractual requirements, agreed timescales and budget. This role will report to the IFM Region.

The Facilities Manager and work closely alongside Head of Operational Excellence, DMO, Operational Performance Team, Engineering SME, Projects and dedicated building/ regional Service Line Leads to ensure operation resilience, customer satisfaction (NPS), P&L responsibility, implementation of best practice, standardisation and consistency, continuous improvement. You will ensure internal, customer governance model fully adhered too for the offices and branches monitoring KPI failures and 3rd party supplier management ensuring no compliance failures. As the Facilities Manager, you will have a commercial Acumen and successfully liaise with client stakeholders mapping avoiding operational escalations.

Main Duties

You will manage building Facilities Management service delivery and relationship management with key building stakeholders for Office. Develop strong working relationships with the key business stakeholders to fully understand their requirements, as well as manage Health and Safety ensuring processes and procedures are adhered to creating a safety culture. The Facilities Manager will manage and deliver the FM services to a high standard working in a matrix with LBG colleagues / stakeholders.

You will also be responsible for:

• Identify and report any business/ operational risks following processes.

• Proactively undertake daily/ weekly building inspections and report and defects identified via helpdesk ensuring timely resolution within agreed SLA's and ensure building is ‘fit for purpose'.
• To pro-actively manage the delivery of property integration plans managing and resolving any business issues throughout via the PWR process
• To support property integration plans in conjunction with the business and other property teams that support both the property exits and business needs, in line with LBG Workplace Strategy Programme
• Identify/deliver opportunities to deliver continuous improvement liaising with Line Manager to ensure consistency across the portfolio.
• Manage building budget within building to within cost scope/ identify any scope creep/ costs outside of budget and follow change control process for any contractual changes with approvals in place before execution. Any under/ overspends to be clearly identified and communicated.
• Clear understanding and sound knowledge of the FM sector and the regulatory framework within which the sector is required to work, which balances a focus on LBG offices.
• Manage building KPIs, control actions, audit actions and oversight requirements to ensure they are within the "appetite" of both LBG and Mitie
• Support continual advance of the Mitie team/ Service Lines within policy, procedures, and delivery.
• Ensure training is achieved within the required timeline with no failures.
• Support the IFM Regional Facilities Manager in establishing clear performance targets (SMART) for the team which will significantly improve performance and measure success factors.
• To identify growth through extending current areas and developing new services and new markets – Mitie First
• Manage and support call out/ escalations for the building.
• Manage 3rd party suppliers to ensure no breach of policy and drive innovation/ best practice.

What we are looking for

• Understanding of IFM operational delivery and contractual frameworks.
• Excellent customer service skills
• Commercially astute and able 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 these relationships. Highly customer focus and the ability to exceed expectations.
• Ability to work collaboratively with other specialists to improve service delivery and address service delivery issues.