GLOBAL HEADQUARTERS SERVICES DIRECTOR

Job Summary

The Global Headquarters Services Director is responsible for overseeing the strategic coordination and performance of all facilities-related services across a global corporate headquarters campus. This role serves as the central point of accountability for integrated workplace and facilities service delivery, ensuring alignment across multiple operational workstreams, vendors, and stakeholder groups.

This position leads through an outsourced service delivery model and is responsible for managing the performance of a contracted facility management partner that oversees day-to-day campus operations. The Global Headquarters Facilities Services Director provides governance, operational oversight, strategic direction, and stakeholder management to ensure safe, efficient, compliant, and high-quality workplace environments that support business operations and employee experience objectives.

The role requires strong cross-functional leadership, vendor governance expertise, business partnership skills, and the ability to coordinate complex operational activities across multiple service areas.

Key Responsibilities:

Property & Asset Management

• Support the business in the ongoing development of business strategy in line with current and emerging needs.
• Contribute to and maintain building/estate development plans, as well as supporting the change management process and associated Service Level Agreements (SLAs) ensuring risks are mitigated.

Building Maintenance

• Be fully accountable for the aesthetics of the buildings ensuring a high visual standard is maintained and oversee regular inspections for all properties, guaranteeing these are conducted at regular intervals and that any observations or issues are actioned accordingly.
• Oversee and Manage contractors. Alongside FM Service provider, to ensure work is carried out to a high standard.

Space Management

• Contribute to the property, facilities and procurement department strategy by managing space and occupancy in the most efficient way and working alongside colleagues delivering space management projects and changes.
• Work collaboratively with department colleagues and other departments to determine population and occupancy projects alongside level of staffing required and space planning.

Third Party Supplier Management

• Leading the FM Service Provider relationship and contract with proactive management of various third-party contracts and providers of outsourced services, recommending service provider corrective action where needed.
• Key point of liaison for FM Service provider in overseeing all contractors and key business stakeholders, as well as a point of escalation for all issues.

Project Management

• Directly manage planned and ad-hoc projects; this may involve replacement of plant & equipment, minor fit out works, support to an external Projects Management Team (in all cases where the CMD Regulations apply), furniture moves, painting and decorating etc. Ensuring that the aims of the budget and aims of the project are met and heritage requirements and quality standards adhered to. Control measures include:
• Space plans kept up to date.

Team Management

• Ensure a customer focused approach to FM is instilled in the team, leading the FM Service provider contract and relationship.
• Drive innovation and continuous improvement of people, systems, processes and services.

Budget Management

• Play an active role in closely managing the OPEX and CAPEX budgets for the department.
• Work closely with the Head of Department to set and plan annual budgets.

Welfare and Statutory Compliance

• Ensure that statutory requirements and company policies and procedures are followed, and deadlines met.
• Monitor, interpret and implement changes in regulatory requirements as well as coordinating completion of annual compliance reports, contracts and documentation working closely with FM Service providers.

Sustainability

• Energy & waste management at the site and carry out reviews of best practice for ongoing environmental improvements.
• Make periodic checks of systems operating outside of working hours.
• Active involvement in the promotion of Sustainability & Waste Management in all areas of the role and ensuring reporting is suitably defined and delivered.

Preferred Qualifications:

• Educated to degree level or equivalent with excellent MS office skills.
• Previous senior facilities management experience with responsibility for multi properties within a complex estate environment, including line management responsibility.
• Working in an FM outsource Service provider model.
• Workplace and space management experience.
• Significant contractor management and that of multiple service agreements.
• Excellent customer service, interpersonal, communication and people engagement skills.
• Good analytical, planning and organizational skills.
• Ability to interpret and utilize financial and commercial information.
• Capability to manage multiple workloads and shifting priorities.
• Positive approach to learning in role and identifying own training needs as appropriate.
• Self-motivated and able to work under own initiative within a team environment.
• Experience of managing conflicting expectations of senior management and consumers.
• CAFM / Space Management software system experience

• CAD experience