Facilities Management - Regional Delivery Manager

Explore the world of HMRC Estates, where we lead the way in government property transformation. As a key player in one of the UK's largest property programmes, HMRC Estates offers safe, inclusive workplaces and exceptional career development opportunities. Our team is dedicated to delivering high-quality, user-friendly services that enable our colleagues to thrive in an environment where they truly belong.

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? 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 do this by taking equality, diversity and inclusion into account in everything we do. Diverse perspectives and experiences are critical to our success and we welcome and encourage applications from all people from all backgrounds with the relevant experience and skills.

In this role, you will ensure delivery of an excellent facilities management service to our customers for both Hard and Soft FM Services, enabling customers to perform at their best whilst delivering HMRC business objectives. You will be based from Lynx House Portsmouth and have day to day accountability and responsibility for Facilities Management related requirements in Southampton, Eastbourne and one other HMRC site within the Portsmouth Region on a monthly basis or as per operational requirement.

• Support the FM Regional Delivery lead in delivering proactive supplier relationships management to deliver services in line with agreed contract performance levels and customer requirements.
• Oversee performance of the hard and soft FM contractors, ensuring coordinated joined up delivery to our customers.
• Support the FM Regional Delivery 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 FM Lead, acting to drive continuous improvement.
• 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.
• Support escalations through the contractual process as required, managing and owning 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.
• Support the monitoring of suppliers KPI’s; supervising regular supplier assessment, analysis and reporting.
• Plan, approve and deliver Minor New Works within budget.
• Collaborate with others to integrate customer services at the local level including Support Services (access control, mail, FF&E, utilities), Project Delivery (projects including Workplace Improvement Programme and office closures), CDIO (IT service delivery), and Estates Transformation (testing and commissioning of new facilities).

Although the role holder has overall responsibility for managing the FM services within the Region, they will often be required to reach across to support the wider team, and carry out other tasks to contribute towards the day to day running of the Estate, including responding to customer enquiries, maintaining processes within the building and any other tasks directed by the Facilities Management Lead or Head of Estate to support the team.

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

• IWIFM Certificate Level 4 or equivalent, if not already held candidates must be willing to obtain within 24 months of take up duty.

Due to operational needs, these posts are full-time; however, applicants who need to work a more flexible arrangement are welcome to apply. We can’t guarantee that we can meet all requests to work flexibly as any agreement will be subject to business ability to accommodate.

• Leadership
• Making Effective Decisions
• Managing a Quality Service

We’ll assess you against these behaviours during the selection process.

As part of the application process, you will be asked to provide a name-blind CV including your job history and previous experiences, and a 500-word personal statement describing how your skills and experience would be suitable for the advertised role, making reference to the essential criteria and person specification outlined in the advert.

We acknowledge that AI can assist you in your application. Find our guidelines here.

Successful candidates must undergo a criminal record check and meet the security requirements before they can be appointed.

The Civil Service embraces diversity and promotes equal opportunities. We run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.