Head of Facilities Management and Real Estate - Procurement

CBRE Global Workplace Solutions is a leading global provider of integrated facilities and corporate real estate management. We are recruiting a Operations Director for one of our clients in the technology sector to join the team leading the UK Portfolio and a significant HQ Trophy Asset in the Centre of London, the successful candidate will be responsible for overseeing all operational and financial activities associated with running expansive portfolio of upwards of 2 million square feet with a P&L of $45m+.

The role will ensure the operational proficiency in managing sites and the account across the portfolio delivering a full range of FM services: soft and hard services, assignments, optional services, energy & sustainability and projects.

The ideal candidate will bring extensive experience in creating and delivering five-star, luxury service environments, specifically drawing from the hospitality sector, such as high-end hotels or globally recognised venues. This role demands a proactive, strategic leader who can merge high-level service standards with corporate operational efficiency to create a truly exceptional workplace.

Develop and implement a comprehensive Workplace Experience strategy, leveraging best practices from the luxury 5-star hotel industry to ensure all touchpoints exceed expectations.

● Lead, mentor, and inspire the Workplace Experience and facilities team to consistently deliver service levels comparable to a leading luxury hotel.

● Establish and monitor key performance indicators (KPIs) focused on employee satisfaction, service quality, and operational efficiency.

● Design and execute bespoke service protocols for VIP guests, executives, and large internal events, ensuring flawless delivery every time.

● Proven experience of standing up and mobilising a trophy asset and leading the team to a successful 'Industry Recognised' launch

Oversee all aspects of facility management, including maintenance, space planning, security, and cleaning services, ensuring operational effectiveness and compliance.

● Manage a multi-million-pound operational budget, driving cost efficiencies without compromising the quality of the workplace experience.

● Develop and manage vendor relationships, ensuring all external service providers adhere to the highest standards of quality and service professionalism.

● Implement a continuous improvement program, regularly soliciting feedback and using data analytics to refine service offerings and improve the physical environment.

Stakeholder Management and Communication

● Serve as the primary point of contact for executive leadership regarding the Headquarters physical environment and workplace experience.

● Collaborate with People Teams, IT, and other internal departments/Service Pillars to ensure the workplace supports business objectives and employee well-being initiatives.

● Effectively communicate strategy, updates, and performance metrics to all stakeholders, including through regular review meetings and reports.

● To provide best practices along with an effective and efficient service in response to changing customer needs. Customer satisfaction is to be maintained at the highest level by providing a high quality and proactive service

● Ensure account savings glidepath is achieved

● Manage and implement an account strategic development plan.

● Create and develop account succession plan & innovation charter

Commercial Acumen

● Commercially astute to oversee all financial activities associated with running a $40M+ account

● Be responsible for the P&L performance and all associated cost controls for the account.

● Ensure the planning arrangements are in line with forecast/s and profit targets

● Able to challenge and improve all aspects of cost and performance of the business

● Demonstrate strategic planning ability

● Ongoing development of the relationship with client and their teams to ensure full understanding of the clients' needs, through effective relationship management.

● Identify growth opportunities and realise these.

● Ownership and ongoing development of the account financial / commercial plan

● Adopt a "one team approach" by integrating supply partner management

● Maintain open, professional relationships with the client's supply partners

● Be a strong negotiator and demonstrate excellent networking skills

● Represent account and within local regional division

● Minimum of 8 years of progressive experience in senior operational and management roles within large-scale, high-end service environments.

● Demonstrable and extensive experience in a 5-star or luxury hotel environment (General Manager, Director of Operations, or similar) is a mandatory requirement. Experience must include strategic input on guest experience and service design.

● Hands on experience of launching a trophy asset or major revenue from fi t out to Launch

● Proven track record of managing a large, complex physical facility (e.g., a large hotel, corporate campus, or luxury residential tower).

● Experience managing substantial operational budgets and capital improvement projects.

● Networked in the Hospitality Industry or Workplace Experience sectors

Exceptional leadership and people management skills with a passion for service excellence managing upwards of 100 direct staff members

● Deep understanding of health, safety, and compliance regulations relevant to large commercial properties in the UK.

● Hands-on general management experience in delivering services and profitability in a FM arena, responsible for 100 - 150 staff and having been responsible for P&L circa $40m

● Highly customer focused, with good Customer Relationship Management experience

● Combination of a bachelor's degree in engineering, business, real estate and/or operational experience in facilities management.

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