Facilities Management Operations & Systems Lead

Our client is recruiting an FM Ops & Systems Lead to provide strategic leadership, governance and continuous improvement across the connected service areas: FM Helpdesk Management, CAFM Systems Governance and Optimisation, overseeing relevant building management processes.

You will lead the FM Helpdesk / CAFM functions, ensuring consistent, customer-focused services and effective governance across the organisation. The role is accountable for defining standards, operational frameworks and performance measures that support stakeholder requirements, business objectives and operational resilience.

As business partner for the CAFM platform, you will set its strategic direction and ensure it remains secure, compliant, fit for purpose and aligned with operational, audit, reporting and regulatory requirements. You will also work closely with stakeholders, such as Directors, Building Managers, Health & Safety, Engineering, Quality stakeholders to improve and standardise building management processes, particularly those supporting planned and reactive maintenance.

Key responsibilities

• Lead and develop the FM Helpdesk Manager and CAFM Systems, setting priorities, standards and development plans, while acting as the senior escalation point for service-delivery and operation functions.

• Overseeing strategy, governance, administration, utilisation and future development, together with data integrity, information security, system performance and regulatory compliance.

• Lead the evaluation and development of reporting tools, automations and system integrations, working with H&S, Mechanical Engineering and other stakeholders to support statutory compliance, audit, risk and reporting requirements.

• Establish and report on KPI frameworks, analysing operational performance, stakeholder feedback and service trends. Produce management information and strategic recommendations to improve customer experience and support business planning.

• Manage the budgets and financial governance of the FM Helpdesk and CAFM functions, including forecasting, expenditure management and service-charge allocation.

Our client is looking for a collaborative leader who can build trusted relationships, communicate clearly, influence and negotiate effectively, and mediate between different stakeholder requirements.

You will bring:

• Proven experience leading operational, systems, governance or support functions within Facilities Management, Property Management, Building Services or a related environment.

• Experience leading and developing managers and specialist teams, driving performance, accountability, change and continuous improvement.

• Significant experience of CAFM systems governance, administration and strategic development, supported by a strong understanding of data governance, information security and operational or asset information.

• Experience developing and standardising operational processes, procedures and governance frameworks, with strong knowledge of PPM, reactive maintenance, engineering-resource management and statutory compliance.

• Experience managing audits, quality-management systems, regulatory compliance programmes and ISO standards, together with a strong understanding of Health & Safety legislation and compliance frameworks.

• Excellent analytical, reporting and problem-solving skills, including the use of KPIs and business intelligence to support decisions and service improvement.

• Strong stakeholder-management and communication skills, with the confidence to engage effectively at all organisational levels.

• Proven experience managing budgets, financial performance, expenditure and service-charge allocations in a multi-stakeholder environment.

• High proficiency in Microsoft Office, particularly Excel, PowerPoint and Word.

Experience with Power BI, Concept Evolution, SFG20, Yardi or comparable CAFM and reporting systems would be advantageous.

Four days in the office and one day working from home, with individual flexible-working requests considered.

• Training through individual and group learning, e-learning, mentoring, cross-department experience and on-the-job development.

• Support towards relevant accreditations, chartered status and further job-related education.

• Pension and insurance plans, health benefits, subsidised gym membership, store discounts and family-leave benefits.

The successful candidate will be expected to work in line with the organisation’s Health & Safety, ESG and ISO 9001 quality requirements. Our client values excellence, collaboration, engagement, ownership and innovation, and welcomes applicants from diverse backgrounds, perspectives and experiences.