Facilities Management Director

Facilities Management Director – CBRE Global Workplace Solutions (GWS)

We are recruiting an Operations Director for a technology sector client to lead the UK Portfolio and a significant HQ Trophy Asset in the Centre of London. The successful candidate will oversee all operational and financial activities associated with a portfolio of upwards of 2 million square feet, with a P&L of $45 million+.

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

We are seeking an experienced and dynamic Operations Director to lead the Workplace Experience strategy and execution for our prestigious, large‑scale London Headquarters. The candidate must merge high‑level service standards with corporate operational efficiency to create a truly exceptional workplace.

Key Accountabilities

• 5‑Star Workplace Experience Strategy and Leadership
• Develop and implement a comprehensive Workplace Experience strategy, leveraging best practices from the luxury 5‑star hotel industry to exceed all touchpoints.
• Lead, mentor, and inspire the Workplace Experience and facilities team to consistently deliver service levels comparable to a leading luxury hotel.
• Establish and monitor 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.
• Proven experience of standing up and mobilising a trophy asset and leading the team to a successful ‘Industry Recognised’ launch.

Operational Excellence

• 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 quality.
• Develop and manage vendor relationships, ensuring external service providers adhere to the highest standards.
• Implement a continuous improvement program, soliciting feedback and using data analytics to refine service offerings and improve the 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 to support business objectives and employee well‑being initiatives.
• Effectively communicate strategy, updates, and performance metrics to all stakeholders through regular meetings and reports.
• Create a customer‑responsive culture, providing solutions that respond to changing needs.
• Maintain high levels of customer satisfaction and account savings glidepath.
• Manage and implement an account strategic development plan, including succession planning and innovation charter.

Commercial Acumen

• Astute oversight of all financial activities for a $40 M+ account, including P&L performance, cost controls, and forecast alignment.
• Generate cross‑selling business from other CBRE lines and challenge/improve cost and performance aspects.
• Demonstrate strategic planning and ongoing development of client relationships.
• Identify growth opportunities and realise them while ensuring continuity and professionalism with supply partners.
• Represent the account within the local regional division and meet KPIs and contractual obligations.

Experience Required

• Minimum of 8 years of progressive experience in senior operational and management roles within large‑scale, high‑end service environments.
• Extensive experience in a 5‑star or luxury hotel environment (General Manager, Director of Operations, or similar), with strategic input on guest experience and service design.
• Hands‑on experience launching a trophy asset or major revenue programme from fit‑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.

Skills and Competencies

• Exceptional leadership and people management skills, passion for service excellence, managing up to 100 direct staff.
• Superior communication and interpersonal skills, influencing stakeholders at all levels.
• Strategic thinker with a hands‑on, detail‑oriented execution style.
• Deep understanding of health, safety, and compliance regulations for large commercial properties in the UK.
• Proven leader of people, business, and operations, motivating teams to operational targets.
• Enthusiastic, confident professional with ability to set deliverables and influence through engagement.
• Hands‑on general management experience delivering services and profitability in FM arena, managing 100–150 staff and P&L around $40 m.
• Good understanding of contracts, negotiations, organization, and communication.
• Ability to solve advanced problems in complex situations.
• Highly customer‑focused with CRM experience.
• Combination of a bachelor’s degree in engineering, business, real estate, and operational experience in facilities management.
• Skilled communicator and presenter in large groups and one‑on‑one settings.

Location: London, United Kingdom

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