is responsible for driving continuous improvement, operational excellence, quality assurance and cost optimisation across Facility Management operations.
The role works closely with operational, technical and commercial teams to assess actual service delivery, identify performance and cost gaps, improve processes and ensure consistent compliance with contractual requirements, internal standards and industry best practices.
This is a highly field-driven and analytical role, requiring regular engagement with operational sites, clients and internal stakeholders across both Hard and Soft FM Services.
Key Responsibilities Operational Excellence & Site Performance Conduct regular site visits and operational assessments to evaluate actual service delivery and performance. Identify gaps between reported performance and actual site conditions. Review Hard and Soft FM service delivery and recommend practical improvements. Identify operational risks and support site teams in implementing effective corrective measures. Challenge existing working practices where required and promote greater consistency across FM contracts. Support the standardisation of processes, procedures and operational best practices across sites. Process Improvement & Continuous Improvement Lead continuous improvement and process optimisation initiatives across FM operations. Analyse existing workflows and identify opportunities to improve efficiency, productivity, quality and cost. Develop and implement improved processes in coordination with operational and functional teams. Lead Root Cause Analysis (RCA) for recurring operational failures and service issues. Ensure corrective and preventive actions are implemented and monitored through to closure. Apply Lean, Six Sigma, TQM and other recognised process improvement methodologies where appropriate. Quality Assurance, Audits & Compliance Conduct structured operational, quality and performance audits across FM contracts. Identify non-conformances and areas for improvement. Develop, monitor and close corrective action plans. Ensure operational activities comply with contractual requirements, internal procedures and relevant industry standards. Support implementation and maintenance of applicable ISO management systems and FM best practices. SLA, KPI & Performance Management Review and optimise SLA and KPI frameworks in line with contractual requirements. Analyse operational performance and identify trends, recurring issues and areas requiring management intervention. Develop dashboards, reports and performance presentations. Translate operational data into clear and actionable recommendations for management and site teams. Support continuous improvement of service quality and client satisfaction. Commercial & Cost Optimisation Support budgeting, estimation and pricing activities from an operational and technical perspective. Review existing cost structures, resource assumptions and estimation methodologies. Identify inefficiencies, cost leakage, overestimation and opportunities for optimisation. Recommend cost-effective operational solutions without compromising service quality or contractual compliance. Support alignment between commercial assumptions and actual operational requirements. Contribute to cost reduction and efficiency initiatives across both live contracts and new bids/tenders. Client & Stakeholder Engagement Engage with clients and key stakeholders to understand operational concerns and service expectations. Support proactive resolution of service delivery issues. Work closely with Operations, Technical, Commercial, Estimation, QHSE and other functional teams. Promote a culture of continuous improvement, accountability and operational excellence across FM operations. ESG & Sustainability Support sustainability and ESG initiatives across FM contracts. Identify opportunities for improved energy efficiency, waste management and environmental performance. Support compliance with environmental and sustainability requirements. Contribute to relevant ESG, energy and sustainability reporting. Qualifications & Experience EducationBachelor’s Degree in one of the following or a related discipline:
Mechanical Engineering Electrical Engineering Industrial Engineering Environmental Engineering Building Services Engineering Facilities/Asset Management Engineering ExperienceMinimum 8–10 years of relevant experience within Facility Management.
Strong experience in process improvement, operational excellence and/or Total Quality Management (TQM). Demonstrable experience working directly with FM site operations. Strong understanding of both Hard and Soft FM Services. Experience conducting operational audits, quality assessments and performance reviews. Experience managing SLA/KPI frameworks and corrective action processes. Exposure to estimation, budgeting, resource optimisation and operational cost analysis is highly desirable. Certifications Lean Six Sigma Black Belt – highly preferred/required Strong Lean Six Sigma Green Belt candidates with demonstrable process improvement experience may be considered. ISO 9001 Internal Auditor certification preferred. Recognised Facility Management certification is advantageous. Technical KnowledgeCandidates should demonstrate good working knowledge of:
Hard Services / MEP maintenance Soft Services operations Asset and maintenance management Cleaning standards and best practices Waste management and environmental practices Quality Management Systems Root Cause Analysis SLA and KPI development Process mapping and optimisation Cost and resource optimisation CAFM/CMMS environmentsKnowledge of relevant international standards is advantageous, including:
ISO 9001 – Quality Management ISO 14001 – Environmental Management ISO 41001 – Facility Management ISO 45001 – Occupational Health & Safety ISO 50001 – Energy Management Systems & ToolsStrong proficiency in:
Microsoft Excel Microsoft Power Point Microsoft WordExperience with some of the following is advantageous:
Power BI or similar data visualisation tools Microsoft Visio or equivalent process mapping tools CAFM/CMMS platforms MS Project Primavera P6 Asana Jira Trello Root Cause Analysis tools including 5 Whys and Fishbone Analysis Key Competencies Highly proactive and comfortable working independently Field-driven with a strong understanding of actual site operations Analytical and data-driven Commercially aware and cost-conscious Confident challenging existing processes and operational practices Strong in problem-solving and Root Cause Analysis Capable of influencing operational teams and stakeholders Focused on measurable and sustainable improvement Able to manage multiple contracts, priorities and improvement initiatives simultaneously Strong in reporting, presentation and stakeholder communicationThe role requires an individual who can combine technical FM knowledge, process improvement expertise and commercial awareness to deliver measurable improvements in service quality, efficiency, compliance and cost performance. #J-18808-Ljbffr
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