Job Title: Integrated Facilities Management (IFM) Director
Reporting to: Managing Director, PFM
Location London or Manchester - Working pattern - On-site at either Head Office with regional travel
Assets: With our strategy around retail we will need the ideal candidate to have some experience in shopping centres.
Main Purpose
Lead the delivery of high-quality, compliant, and customer-focused facilities management services across a diverse portfolio of offices and shopping centres. The role will drive the change from a mixed delivery model to a fully integrated TFM operation, ensuring consistent standards, robust systems and processes, and the effective use of technology.
Implement operational change, standardisation, culture development support new business development and continuous improvement initiatives to deliver safe, efficient, and value-for-money services while enhancing the customer experience. Maximise in-house service delivery models, insourcing where necessary to improve quality, control, and cost efficiency.
Overview of Duties
Provide operational leadership for the delivery of Integrated Facilities Management (IFM) services across a large, multi-site portfolio. Overseeing the integration of directly delivered and contract-managed services, maximising in-house delivery models where these offer quality, control, or cost benefits, and embedding consistent operating standards, systems, and processes. Champion customer service, compliance, and innovation, leveraging technology such as CAFM to enhance efficiency and transparency, while building and developing a high-performing operational team.
Key Responsibilities
Operational Change Management & Service Mobilisation
- Lead the transition to a consistent, integrated FM operating model, optimising directly delivered and contract-managed services
- Drive the maximisation of in-house delivery models, identifying opportunities to insource services where this delivers strategic, operational, or commercial benefits
- Embed a culture of continuous improvement and service excellence across all FM operations
- Lead a multi-year transformation programme to re-architect FM service delivery models across the business
- Drive insourcing/outsourcing strategies to optimise cost, quality, and control, including re-engineering supply chain models
- Lead workforce upskilling to ensure future capability in integrated FM delivery
Increase revenues and profitability
- Identify internal and external opportunities for revenue growth increasing profitability
- Support the development of new service offerings for PFM to increase attractiveness to new markets and increase profitability
Standards, Systems & Processes
- Define, implement, and maintain consistent operating standards across all sites, aligned to statutory requirements, industry best practice, and company policy
- Embed sustainability and ESG considerations into all FM standards and processes, including energy efficiency, waste reduction, responsible procurement, and carbon reduction initiatives, ensuring alignment with Praxis’ wider EST strategy
- Work with the Praxis Senior Leadership Team to agree, develop, implement and embed standardised FM processes, procedures, and performance frameworks to ensure industry-leading, consistent levels of delivery
Technology & CAFM Utilisation
- Hold core accountability for CAFM and FM technology implementation – full lifecycle rollout experience must be evidenced as an essential requirement
- Oversee the selection, implementation, and optimisation of FM technology platforms, including CAFM and mobile workforce management tools
- Ensure data accuracy, robust performance reporting, and integration of technology into daily operations to drive efficiency, statutory compliance and continuous improvement
Customer Service & Stakeholder Engagement
- Ensure FM services enhance the experience of tenants, customers, and colleagues through proactive communication and responsive service delivery
- Act as the senior customer service lead for PFM, managing escalations and fostering positive relationships with key stakeholders
- Hold an expanded remit to act as the senior client-facing lead for external revenue contracts, building and maintaining relationships with new and existing clients to support business growth
- Represent PFM in external forums and client engagements, ensuring service delivery standards drive customer retention and new contract opportunities
People Leadership & Performance Management
- Lead, inspire, and develop FM operational teams, ensuring clear objectives, regular performance reviews, and effective succession planning
- Establish and deliver training programmes to build technical, customer service, and compliance capabilities
- Drive the upskilling of the workforce in integrated service delivery to ensure future capability
- Create a pipeline of capable leaders by embedding structured succession planning and professional development frameworks
Financial & Contract Management
- Manage operational budgets, ensuring cost control, accurate forecasting, and delivery of value for money
- Oversee supplier relationships, contract performance, and commercial negotiations to ensure high service quality and contractual compliance
- Evaluate service delivery models to determine where insourcing offers better value or quality outcomes
Skills and experience:
- Proven leadership experience in multi-site, multi-service FM operations including Hard FM and soft services within a TFM environment
- Experience with retail & shopping centres
- Experience with service charge budgets
- A track record of external business development, including winning new FM contracts and generating revenue growth across multiple sectors
- Success in the delivery of multi-year transformation programmes and service mobilisation in complex portfolios, as well as insourcing/outsourcing strategies and the redesign of operating models
- Demonstrable experience in maximising in-house delivery models to improve service quality, control, and cost efficiency
- Core accountability for CAFM and FM technology implementation with evidenced experience in full lifecycle roll-out
- Demonstrable commitment to customer service excellence, imparting this ethos throughout PFM
- Results orientated, demonstrating a commitment to the delivery of KPIs, SLAs and objectives
Personable Attributes:
- Excellent stakeholder engagement and communication skills including effective influencing, negotiation and presentation skills
- Commercially astute with strong budget and contract management experience
- Strategic thinker with a pragmatic hands-on approach
- Ability to demonstrate credibility and gravitas
- Competent developer of people, training the teams in an informative and engaging manner
- Ability to work in a fast-paced environment, maintaining a calm and rational demeanour and approach to objectives
- Keeps abreast of advances in the FM world to ensure PFM retains a competitive advantage
- Flexible approach to work and the ability to travel to UK wide sites to meet the needs of the business
- Committed to working in accordance with the Praxis values.
Our Values
- Professionalism | We seek to outperform expectations with individuals able to express themselves whilst always upholding the highest professional standards
- Ownership | Every asset, problem or opportunity is treated as though it is our own. The group delivers all real estate services in house and never outsources responsibility or blame
- Entrepreneurialism | We challenge convention constantly encouraging imaginative solutions and rigorous debate in pursuit of better performance. Everyone is empowered to make decisions
- Meritocracy | Results, hard work and good ideas trump age, experience, and meaningless job titles. We have built a diverse team where everyone encouraged to work collaboratively to reach their full potential
- Action This Day | We never put off anything until tomorrow that can be done today
Benefits
- Competitive salary + discretionary bonus
- 25 days holiday + bank holidays
- Private Medical Insurance & Healthcare Cash Plan
- 5% employer pension contribution
- 3x life assurance
This is an opportunity to make a meaningful impact within a forward-thinking real estate business.
Applications:
We will contact successful candidates within one week of receiving their application. If you do not hear from us within this timeframe, unfortunately your application has not been successful on this occasion.
We regret that we are unable to provide individual feedback at this stage, though we are working towards being able to share more detailed feedback in future.
