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London, London & South East

Reporting to the Regional FM For London & South East

Maternity Cover from 1st May 2025 for 12 Months
Job Overview

In this role, you will Manage service delivery and stakeholder relationship Manager for London and South East Region for various office tiers and branches, ensuring maintenance and repairs are conducted by the team, Mitie Service Lines and 3rd party suppliers in line with contractual requirements, timelines and budget. Reporting to the IFM Regional Facilities Manager, you will collaborate with the Head of Operational Excellence, DMO, Operational Performance Team, Engineering SME, Projects and Service Line Leads to ensure operational resilience, customer satisfaction, P&L responsibility, best practice implementation, standardisation and continuous improvement. You will also ensure adherence to internal and customer governance models, manage 3rd party suppliers to avoid compliance failures, demonstrate commercial acumen and liaise successfully with client stakeholders to prevent operational escalations.

Main Duties
* Manage FM service delivery and stakeholder relationships.
* Ensure Health and Safety compliance and promote a safety culture.
* Deliver high-standard FM services in collaboration with LBG colleagues.
* Conduct regular building inspections and ensure timely resolution of defects.
* Manage property integration plans and support business needs.
* Identify and implement continuous improvement opportunities.
* Manage building budget and control costs.
* Oversee compliance with FM sector regulations and manage KPIs.
* Support team performance and training within policy and procedures.
* Manage call-outs, escalations, and 3rd party suppliers to ensure compliance and innovation.

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.
* 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.