Job Description

About the Role:
Reporting to the Deputy Account Director, owning the smooth running of onsite operations with a focus on delivering concierge-style service that feels like 5* standards. Managing service delivery, client relationships, contractors, statutory compliance, contractual obligations, health & safety, and leading the onsite team.
Key Responsibilities:

• Full responsibility for all onsite services, ensuring operations run like a luxury hotel.
• Manage reactive fixes and planned maintenance to maintain high standards and client satisfaction.
• Serve as the main contact for clients, visitors, and the team, ensuring seamless, personal interactions.
• Build strong partnerships with client contacts to align on service expectations.
• Ensure all contractual obligations and statutory compliance requirements are consistently met or exceeded.
• Coordinate across all FM service lines for consistent, top-quality delivery.
• Minimise disruptions, especially around critical operations, while maintaining luxury service standards.
• Continuously seek opportunities to improve the customer experience and add value onsite.
• Maintain robust safety, security, and resilience plans, regularly tested to ensure 24/7 peace of mind.
• Support project delivery alongside the projects team, upholding high standards.
• Conduct regular site walks to identify and resolve issues with hotel-quality attention to detail.
• Provide accurate KPI and service level reporting to keep stakeholders informed.
• Manage work orders effectively to prevent service breaches and ensure smooth operations.
• An experienced knowledge of engineering, technical, compliance and operations in a similar role.

What's Needed:

• Proven track record in facilities management with a focus on high-end, hospitality-style service.
• Strong operational knowledge covering maintenance, statutory compliance, and contractual obligations in client-centric environments.
• Experience managing budgets and balancing cost control with premium service delivery.
• Skilled at managing contractors and suppliers to meet exacting service standards.
• Ability to perform under pressure while maintaining exceptional service quality.
• Strong leadership and communication skills to motivate teams and build client relationships.
• Confident problem solver with calm decision-making, including in emergencies.
• Proficient with Word, Excel, and reporting tools.
• Safety-conscious with relevant certifications (IOSH or NEBOSH preferred).
• Technical compliance knowledge essential.
• Diplomatic, flexible, and proactive mindset.

Additional Info:
Availability for out-of-hours support is essential, supporting other sites as and when required and willingness to take on reasonable ad hoc tasks as needed

Skills Required