Head of FM Operations

NATS is the UK's leading air navigation service provider, handling over 2.4 million flights each year. We provide air traffic control services from two control centres and at airports around the UK. We also provide a wide range of commercial products and solutions internationally. Our people are at the heart of our purpose to advance aviation and keep the skies safe.

Job Overview

The Head of FM Operations is a senior leadership role within the Property and FM team. The role leads, directs, and manages the NATS FM service and ensures compliance with all statutory and NATS safety requirements. The role holder will need to effectively balance service requirements with customer satisfaction, cost, and carbon emissions as well as demonstrate excellent people leadership and stakeholder management skills to drive both internal and external engagement.

Key Duties Include

• Acts as the internal Landlord Agent, owning the full spectrum of facilities services - including accommodation maintenance, site security, cleaning, catering, and logistics - across all NATS sites, covering operational, office, and technical accommodation.
• Drives the identification and implementation of opportunities for innovation and improvement to elevate service standards.
• As Statutory Duty Holder, responsible for ensuring property compliance with all relevant health and safety regulations, conducting risk assessments, and implementing necessary measures to maintain a safe and legally compliant work environment.
• Directs and oversees accommodation usage across the estate, maximising usage and ensuring the FM service is in line with benchmarks and reflects industry trends.
• Owns and drives the delivery of exceptional customer satisfaction for internal stakeholders and tenants across the estate.
• Leads the introduction of change into the workplace environment ensuring projects are effective in delivering their stated benefits.
• Is accountable for the outsourced service provider annual budget and utilities budget.
• Drives the development and delivery of the service, owning accountability for achieving the agreed annual budget.
• Shapes and implements an energy purchase / hedging strategy ensuring utilities costs are accurately forecast, measured, and monitored.

Essential Experience

• A facilities management professional with extensive facilities management experience.
• Qualified to degree level in a relevant discipline (or equivalent) or equivalent experience, with membership of a relevant professional body (e.g. RICS, IWFM, ICFM).
• Excellent planning and organisational skills, including project management.
• Regulated business requirements.
• Extensive experience of leading, managing, and developing multidisciplinary teams.
• Excellent stakeholder management, negotiation and communication skills; able to influence at all levels, both internally and externally.
• Strong financial acumen with significant experience managing budgets.
• Proven experience of Microsoft Excel (should be able to join data from different sources together and be familiar with pivot tables).
• Demonstrable behaviours aligned to Level 3 of the NATS behaviours framework.

Additional Information

We are proud to offer a fantastic total reward package to help you thrive both personally and professionally. We have adopted agile working to provide greater flexibility and increased choice over working arrangements, with the opportunity for this role to work in our modern office facilities as well as remotely. If you share our passion to advance aviation and keep the skies safe - we would like to hear from you whatever your age, sex, race, faith, sexual orientation, gender identity, gender expression, visible or invisible disability. Individuals that bring different perspectives, skills, life experiences and backgrounds help us be at the forefront of our industry.