Head of Total Facilities Management in Norwich

The Norse Groups TFM department have a permanent opportunity to join the team in Norwich. As Head of Total Facilities Management, you will be responsible for providing effective leadership and management of contractual delivery of TFM services for a defined client portfolio, taking ownership of all aspects of the operation including commercial, financial, operational and compliance whether delivered internally or via third‑party contractors.

Your day‑to‑day duties include:

• 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.
• Ensure 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 base.
• 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.

Our Successful Candidate – Must demonstrate extensive previous management experience within a similar environment and an ambition to develop within a national organisation.

Key qualifications:

• Extensive senior management experience with demonstrable leadership of multi‑site FM contracts.
• 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.
• Strong client‑facing capability: stakeholder management, negotiation, escalation management, and service recovery.
• Management‑level working knowledge of maintenance and engineering services.
• Accountability for statutory compliance assurance and H&S governance within FM delivery.
• Commercial contract management experience, including negotiation and control of variations/change, performance mechanisms and contract governance.
• Delivery of FM service mobilisations (and, where relevant, demobilisations), including transition planning and maintaining service continuity.
• 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.
• Experience using CAFM and performance reporting frameworks to manage delivery, including data quality, reporting governance, KPI definition and data‑driven decision making.
• Excellent organisational and leadership skills with credibility and gravitas at all stakeholder levels.
• Articulate communicator, confident liaising with decision makers at all levels with strong networking and negotiation skills.
• Inspirational leader able to motivate multi‑disciplined teams, promote personal development and employee well‑being while maintaining performance.
• Ability to evaluate, identify and capitalise upon opportunities for continuous improvement.
• Capability to develop long‑term succession planning across multiple teams, defining personal development plans, contingency planning and business continuity processes.
• Capable of creating and managing performance targets and standards that reflect operational needs while accounting for commercial objectives and client expectations.

How To Apply

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

Our Offer

Salary: £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 the successful candidate; payment will be met by the employer. We are committed to employment practices and behaviours that encourage diversity, promote equality of treatment and eliminate unlawful and unfair discrimination. We reserve the right to close this vacancy once sufficient applications have been received. 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.