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