EMEA Service Delivery Manager (Technical) in London

Workplace Resources (WPR) are looking for a dynamic Service Delivery Manager (Technical Services) for the EMEA region. Ideally suit a Country or Regional FM or Project Manager looking to take the next step in their career.

What You'll Do

• Govern an FM contract that ensures all EMEA locations have a maintenance life cycle management strategy and engineering plan for technical assets (HVAC, Building Management Systems etc).
• 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

• Delivery of FM hard services via outsourced Service Providers, including 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/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, prioritising needs, contract variations, work order 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 judgement 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.
• An understanding of portfolio management, including acquisition and disposition, project/program management, design and construction, change management, and facilities management.
• Able to continuously change to meet new evolving needs for both owned and leased properties.
• Able to communicate effectively and lead cross‑functional teams and deliver training.
• Work virtually with EMEA‑wide teams, operating amidst change and re‑prioritisation.
• IT & Tech Literacy: Familiarity with AI‑driven workplace tools, Integrated Workplace Management Systems (IWMS), 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 program 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 the business cases for technical projects, develops and obtains consensus to business requirements, and develops fully integrated launch plans.
• Experienced in leading Asset Management & Procurement strategies, and translating these into clear operating plans.
• Delivering against critical metrics and SLAs with a primary focus on driving corporate process standards.
• Understand FM Service Delivery concepts with the ability to explain this 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, Data Centers, etc.

Knowledgeable In The Following Areas

• High‑demand, revenue‑dependent, 24×7 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 programs 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 level, with the ability to translate this clearly.
• Deep knowledge of project/program management methodologies.
• Analyse multiple sources of complex information and evaluate several alternative solutions before confirming a path forward; service and support/solution skills.
• Explains complicated information and optimally lays out pros and cons of alternatives to consider.
• Financial Analysis Business fundamentals including present value and bringing value propositions.
• Understands and contributes to business objectives and strategy and recognises impact on both client and service provider deliverables.
• Provides leadership across functional areas and programmes that touch strategic outsourcing and partner management and enablement involving multiple fields.
• Excellent written and interpersonal communication skills in English.
• Ability to communicate to all levels of the organization.

EDUCATION

• Bachelors, plus 12 years of facility management and related proven experience.
• Industry knowledge and involvement in CIBSE, IWFM, IFMA, CoreNet and/or similar organisations.
• Health & Safety accreditation (NEBOSH, IOSH or similar).

Why Cisco?

At Cisco, we’re revolutionising how data and infrastructure connect and protect organisations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint. Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere. We are Cisco, and our power starts with you.