Connecting Talent to opportunity

Connecting Talent to opportunity

FM Delivery Manager


Job Description:

Summary At HMRC we are committed to creating a great place to work for all our colleagues; an inclusive and respectful environment that reflects the diversity of the society we serve.

We want to maximise the potential of everyone who chooses to work for us and we offer a range of flexible working patterns and support to make a fulfilling career at HMRC accessible to you.

Diverse perspectives and experiences are critical to our success and we welcome applications from all people from all backgrounds with the experience and skills needed to perform this role.

Are you looking for an organisation that cares about the work-life balance of its workforce? An employer who offers structured personal development, progression opportunities and outstanding training? Well look no further!

Life moves fast at HMRC which is why we’re the largest Landlord in Government! We’re looking to recruit Property Specialists, Project Managers, Facilities Managers and Engineers along with candidates with expertise in a wide range of property related services that can work at pace in a fast paced and agile workplace. Job description To ensure delivery of an excellent facilities management service to our customers for both Hard and Soft FM Services in order that customers can perform at their best, enabling the delivery of HMRC business objectives.

• To support the lead in delivering proactive supplier relationships management to deliver services in line with agreed contract performance levels and customer requirements.
• Supporting the development/evolution of our customer focused services
• Oversee performance of the hard and soft FM contractors, ensuring coordinated joined up delivery to our customers
• To support the lead to integrate contractor delivery in the Regional Centre and Specialist Sites whilst ensuring robust management of performance on legacy contracts across the estate
• Input into the review and report on supplier performance to the Estates Area G7 FM Lead, acting to drive continuous improvement
• Supportive leadership and direction of Band O’s, whilst ensuring a collaborative and joined up approach with the rest of the onsite Regional Estates Team and the wider Estates business operation
• Take proactive ownership to manage customer complaints through to timely and successful resolution
• Ensure provision of high quality and consistent communications with customers and key stakeholders including the current HMRC SRM community
• Support escalations through the contractual process as required, managing and owning escalated issues to resolution where appropriate and ensuring effective risk management is applied
• Oversee day to day performance to ensure the successful delivery of services to a changing portfolio of properties across the region.

Responsibilities As our FM Delivery Manager you will be responsible for, but not limited to:

• Provide a visible presence for our customers ensuring the best quality of service and excellent customer communications
• Collaborate with others to integrate customer services at the local level including:
o With Support Services (access control, mail, FF&E, utilities)
o With Project Delivery (projects including Workplace Improvement Programme and office closures)
o With CDIO (IT service delivery)
o With Estates Transformation (testing and commissioning of new facilities)
• Support with customer feedback and Level 2 complaints
• Provide a proactive local interface with hard and soft FM suppliers and landlords integrating service provision to customers
• Assure hard and soft FM supplier and landlord performance
• Support the monitoring of suppliers KPI’s; supervising regular supplier assessment, analysis and reporting
• Plan, approve and deliver Minor New Works within budget
• With Project Delivery, plan and support project delivery and office closures
• With Estates Transformation, carry out testing and commissioning of new facilities
• Support the mobilisation of new service providers and de-mobilisation of existing suppliers
• Collate and inform appropriate management information to enable the effective management of the estate and suppliers
• Identify and manage customer service and FM risks
• Self-Management and Development
• Manage and develop staff.

Essential Criteria

• Recent substantial experience within a facilities management / contract management function
• Clear demonstration of FM Skills in both meeting customer needs and managing supplier relationships
• Contract/Supplier Management
• Demonstration of strong customer relationship management and customer service ethos
• Understanding key performance related schedules within contracts including assurance of KPIs/SLA’s

Essential Qualifications:

If not already held, you must be willing to obtain IWFM Level 4 certificate within 24 months of taking up post.

Candidate must demonstrate previous experience in a relevant facilities management post.

Once in post, the successful candidate will be required to successfully obtain National Security Vetting clearance at Security Check (SC) level. The offer of permanent employment in this role is conditional upon achieving the required level of vetting clearance.

Our Offer

While we work hard at HMRC we respect your work-life balance and offer flexible working conditions reflecting the best in the sector.

We offer you structured personal development, progression opportunities, and outstanding training. Benefits • Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension
  • Job Type

    Permanent, Full Time

  • Work Authorisation


  • Industry Sector Property