Head of Facilities Management

Head of Total Facilities Management (Closing date 15th January)

£55,383.24 to £59,202.77 DOE

Norwich

Norse Groups TFM department have an excellent opportunity available for a Head of Total Facilities Management to join the team in Norwich on a permanent basis.

As Head of Total Facilities Management, you will be responsible for providing effective leadership and management of contractual delivery of TFM services for a defined client portfolio, taking ownership of all aspects of the operation including commercial, financial, operational and compliance whether delivered internally through in‑house provision or utilising 3rd party contractors. Alongside this your day‑to‑day duties will include:

• Lead end‑to‑end delivery of TFM services across your client portfolio, ensuring service standards, responsiveness and operational consistency.
• Establish and maintain effective client governance, including performance reviews, escalation and service recovery where required.
• Maintain a strong understanding of contract scope, service lines and operational dependencies.
• Ensure delivery is joined up across multi‑disciplined teams.
• Hold accountability for portfolio P+L, budgets, forecasts and financial controls, taking corrective action to protect performance.
• Own the performance framework across the portfolio, using agreed KPIs, trends and insights to drive improvements and evidence value.
• Prepare, present and sign off annual business plans and budgets across the client basis.
• Lead and support new client set‑up and partnerships across the division from early engagement through negotiation, mobilisation, business‑as‑usual delivery and, if required, demobilisation.
• Deputise for the Operations Director as required and contribute to the wider leadership agenda.

We are looking for a talented individual that can demonstrate extensive previous Management experience within a similar environment as well as an ambition to develop within a national organisation. We are looking for you to demonstrate:

• Extensive senior management experience with demonstrable leadership of multi‑site FM contracts (local & remote) with end‑to‑end accountability for outcomes: delivery, margin, and client governance.
• Demonstrable experience of producing and owning budgets and forecasts, including corrective action to protect margin.
• Evidence of building and maintaining high‑performing teams: recruitment, performance management, development, and employee relations.
• Evidence of strong client‑facing capability: stakeholder management, negotiation, escalation management, and service recovery.
• Management‑level working knowledge of maintenance and engineering services at management level.
• Demonstrable accountability for statutory compliance assurance and H&S governance within FM delivery.
• Proven commercial contract management experience, including negotiation and control of variations/change, performance mechanisms and contract governance.
• Proven delivery of FM service mobilisations (and where relevant demobilisations), including transition planning and maintaining service continuity (including exposure to TUPE where applicable).
• Strong experience managing third‑party delivery and supply chain performance, including contractor competency assurance, value control and performance governance.
• Experience of leading change or improvement activity within a service environment.
• Demonstrable experience using CAFM and performance reporting frameworks to manage delivery, including data quality and reporting governance, KPI definition and data‑driven decision making.
• Excellent organisational and leadership skills demonstrating credibility and gravitas with the ability to engage effectively, at all levels with multiple stakeholders.
• An articulate communicator, confident liaising with decision makers at all levels with strong networking and negotiation skills with the ability to inform, persuade and influence decision makers or other stakeholders including own team.
• An inspirational leader with the ability to lead and motivate a number of multi‑disciplined teams, promoting personal development and employee well‑being whilst maintaining performance levels.
• Ability…