EMEA Service Delivery Manager (Technical) in London

Govern an FM contract which ensures all EMEA locations have a maintenance, life‑cycle management strategy and engineering plan for technical assets (HVAC, Building Management Systems, etc.). You will partner with the worldwide team and local leaders to deploy existing Cisco policies and procedures using your industry expertise and knowledge, ensuring owned and leased workplaces are safe and functional. Establish business relationships to better align current services today and to ensure complete support of the business units as they constantly evolve and innovate.

YOU WILL BE RESPONSIBLE FOR:

• Contractual execution against existing critical metrics and SLAs.
• Strategic Asset OPEX & CAPEX investment plans, including due diligence, developing multi‑year programmes, prioritising work into projects, and presenting and aligning the plan for the project teams to deliver.
• Driving continuous improvements in service levels, operating costs, energy & sustainability, quality and safety.
• Monitoring and reporting on significant events impacting business operations.
• Budget and spend management, and prioritising needs, contract variations, work orders and financial approvals.
• Owning business continuity plans associated with FM hard services.

COMPLEXITY OF JOB:

Solve complex problems and identify viable and often innovative options, using analytical skills and judgment to recommend appropriate solutions. Translate strategy into clear operating plans that promote operational excellence in service delivery with measurable results. Apply expertise in facility management to identify areas of risk or concern.

INDIVIDUAL SKILLS:

• Broad technical knowledge of infrastructure and asset management, able to build investment strategies to minimise business impact while ensuring cost‑efficient maintenance and repair solutions in partnership with service providers.
• Understand portfolio management, acquisition and disposition, project/program management, design and construction, change management, and facilities management.
• Able to continuously adjust to meet new evolving needs for both owned and leased properties.
• Able to communicate effectively, lead cross‑functional teams and deliver training.
• Work virtually with EMEA‑wide teams, operating amidst change and re‑prioritisation.
• Familiarity with AI‑driven workplace tools, IWS technologies, or smart building IoT platforms.

WHO YOU'LL WORK WITH:

Reports to EMEA Workplace Services Leader. The WPR Delivery team provides local focus and relevance in various geographic regions, including all real estate transactions, capital investment programme management, and facility maintenance, operation, EHS, and procurement. We partner with suppliers to ensure quality, innovation and scalability with Cisco’s business and apply customer‑driven feedback to continuously improve and exceed client and employee expectations.

WHO YOU ARE:

An experienced professional, commercially aware with broad technical knowledge and understanding of facilities service delivery and performance management. Partners with senior‑level management to create and analyse business cases for technical projects, obtains consensus to business requirements, and develops fully integrated launch plans. Experienced in leading asset management and procurement strategies, translating these into clear operating plans. Delivers against critical metrics and SLAs with a primary focus on driving corporate process standards. Understands FM service delivery concepts and is able to explain them effectively to management or cross‑functional teams. Competent in financial analysis, budget management and modelling, large‑scale asset capital planning and feasibility studies.

EXPERIENCE:

Awareness of industry best‑in‑class facilities management service delivery and risk management, including BMS, HVAC, asset maintenance, etc. and critical infrastructure environments such as network labs and data centres.

KNOWLEDGEABLE IN THE FOLLOWING AREAS:

• High‑demand, revenue‑dependent, 24x7 data centres and R&D Lab environments.
• Mechanical, electrical, plumbing and building systems.
• Lab and data centre design methodology.
• Building controls and building management systems.
• Environmental compliance programmes and renewable energy management.
• Life‑cycle management, equipment cost & total cost of ownership.
• Financial management (including profit and loss, cost control and budgets).
• Managing services across multiple sites.

SKILLS:

Broad knowledge and experience in facilities management at both the strategic and tactical levels, with the ability to translate clearly. Deep knowledge of project and programme management methodologies. Analytical ability to evaluate multiple sources of complex information and assess alternative solutions before confirming the path forward. Excellent written and interpersonal communication skills in English. Provides leadership across functional areas and programs that touch strategic outsourcing and partner management and enablement across multiple fields. Ability to communicate with all levels of the organization.

EDUCATION:

Bachelor’s degree, plus 12 years of proven facility management experience and related experience. Industry knowledge and involvement in CIBSE, IWFM, IFMA, CoreNet and/or similar organisations. Health & safety accreditation (NEBOSH, IOSH or similar).