Head of Total Facilities Management

Norwich Norse Group’s TFM department has an excellent opportunity available for a Head of Total Facilities Management to join the team in Norwich on a permanent basis.

Responsibilities

• Lead end‑to‑end delivery of TFM services across your client portfolio, ensuring service standards, responsiveness and operational consistency.
• Establish and maintain effective client governance, including performance reviews, escalation and service recovery where required.
• Maintain a strong understanding of contract scope, service lines and operational dependencies, ensuring delivery is joined up across multi‑disciplined teams.
• Hold accountability for portfolio P+L, budgets, forecasts and financial controls, taking corrective action to protect performance.
• Own the performance framework across the portfolio, using agreed KPIs, trends and insights to drive improvements and evidence value.
• Prepare, present and sign off annual business plans and budgets across the client baseline.
• Lead and support new client set‑up and partnerships across the division from early engagement through negotiation, mobilisation, business‑as‑usual delivery and, if required, demobilisation.
• Deputise for the Operations Director as required and contribute to the wider leadership agenda.

Qualifications

• Extensive senior management experience with demonstrable leadership of multi‑site FM contracts (local & remote) with end‑to‑end accountability for outcomes: delivery, margin, and client governance.
• Demonstrable experience of producing and owning budgets and forecasts, including corrective action to protect margin.
• Evidence of building and maintaining high‑performing teams: recruitment, performance management, development, and employee relations.
• Evidence of strong client‑facing capability: stakeholder management, negotiation, escalation management and service recovery.
• Management‑level working knowledge of maintenance and engineering services at management level.
• Demonstrable accountability for statutory compliance assurance and H&S governance within FM delivery.
• Proven commercial contract management experience, including negotiation and control of variations/change, performance mechanisms and contract governance.
• Proven delivery of FM service mobilisations (and where relevant demobilisations), including transition planning and maintaining service continuity (including exposure to TUPE where applicable).
• Strong experience managing third‑party delivery and supply chain performance, including contractor competency assurance, value control and performance governance.
• Experience of leading change or improvement activity within a service environment.
• Demonstrable experience using CAFM and performance reporting frameworks to manage delivery, including data quality and reporting governance, KPI definition and data‑driven decision making.
• Excellent organisational and leadership skills demonstrating credibility and gravitas with the ability to engage effectively, at all levels with multiple stakeholders.
• An articulate communicator, confident liaising with decision makers at all levels with strong networking and negotiation skills with the ability to inform, persuade and influence decision makers or other stakeholders, including own team.
• An inspirational leader with the ability to lead and motivate a number of multi‑disciplined teams, promoting personal development and employee well‑being whilst maintaining performance levels.
• Ability to evaluate, identify and capitalise upon opportunities for continuous improvement.
• Able to develop long‑term succession planning across multiple teams, defining personal development plans, contingency planning and business continuity process across the business.
• Capable of creating and managing performance targets and standards that reflect the operational needs, taking into account commercial objectives and client expectations.

How To Apply

Please submit both a CV and a cover letter. Please read the job description and person specification in full before applying. In your cover letter, you must clearly demonstrate how you meet all essential criteria for the role.

Our Offer

• £55,383.24 to £59,202.77 DOE
• 25 days annual leave + bank holidays
• Pension Royal London 5% + 5% 4+4
• Sickness scheme
• An enhanced DBS check will be required for our successful candidate, payment will be met by the employer.

We are committed to employment practices and behaviours which encourage diversity, promote equality of treatment and eliminate unlawful and or unfair discrimination. We reserve the right to close this vacancy once we have received sufficient applications. If you have not been contacted within two weeks of the closing date, please assume that your application has not been successful and will not be progressed to the next stage.