Facilities Manager

About the Role

Reporting to a Senior Client Services Manager, responsible for managing local client relationships and delivery of Instant services (including hard FM and soft services) to local clients. Full ownership for delivering solutions to time, budget and client satisfaction, identifying opportunities to sell additional services, and ensuring commercial performance of contracts.

Responsibilities

• Deliver contracted Facilities Management services to assigned customers with exceptional customer service while driving best-in-class H&S practices.
• Undertake account and client relationship management, building strong working relationships with key client contacts, decision makers and influencers.
• Proactively manage client expectations to ensure they are exceeded, resolve client escalations with landlords or service providers.
• Support introduction, implementation and ongoing delivery of FM contracts and services, and support contract extension/renewal activities.
• Recognise and facilitate the sale and implementation of additional services to clients; support Client Account Team with account development plans.
• Work with global, regional and local teams on client tenders and pitches as required.
• Provide accurate monthly and quarterly forecasting, reporting and invoicing using iWMS and other software.
• Work with the global Supply Chain team on procurement, mobilisation and ongoing supplier management; manage outsourced service providers and SLAs/KPIs on site for hard and soft services delivery.
• Ensure compliance with statutory, client and Instant health & safety and operational policies; manage operational budgets and landlord relationships.
• Manage procurement of small items/services, churn works, moves and changes and move management.

Qualifications

• Background delivering hard and soft Facilities Management solutions with extensive outsourced FM service delivery experience.
• Proven account development experience and superior client relationship management skills.
• Experience managing service providers, SLAs/KPIs and working with procurement/supply chain functions.
• Some experience of P&L / operational budget management and accurate forecasting/reporting.
• Excellent communication, interpersonal and organisational skills; able to prioritise workload, multi-task, show initiative and solve problems.
• Good working knowledge of health & safety in the workplace is desirable.

About the Company

We are The Instant Group, now part of IWG, connecting organisations with office space, coworking memberships, virtual offices and meeting rooms. We provide data, consulting in portfolio strategy, procurement and sustainability, and work with landlord, operator and investor partners globally. Our teams operate across virtual and physical offices in London, Paris, New York, Hong Kong, Singapore, Sydney and beyond.

Benefits

• Carbon neutral workplaces globally and a climate action plan with an objective of Net Zero emissions by 2040.
• Recognised with Leading Employer Awards (2022 and 2023) and named one of the Best Places to Work in Property.