DIO - Soft FM Facilities Manager

Do you want to work for the Defence Infrastructure Organisation (DIO) and care for the Defence Estate? DIO enables Defence to live, work, train and deploy, all with sustainability in mind. From net carbon zero accommodations to runways for the F35 fighter jets; our outputs are unique in the UK and across the globe!

Learn more about Defence Infrastructure in our Candidate Information Guide attached.

Regional Delivery is a large, complex, and geographically dispersed operation within the DIO covering circa 58,000 assets, across over 500 sites and 275,000 Ha of freehold and leasehold estate in the UK and a further 580,000 Ha overseas; with a multitude of multi-million contracts to manage. We deliver soft and hard facilities management services including building, maintaining, and servicing the majority of MOD's built assets, Training Estate, tenanted estate and USVF built estate.

This position is advertised at 37 hours per week.

The Ministry of Defence supports flexible working where business needs allow however due to the volume, complexity and nature of the work, the role is not suitable for reduced hours or job share arrangements.

The DIO Soft FM Facilities Manager is responsible for Soft FM delivery within their delegated area of responsibility across the Scotland South Service Delivery Area (SDA). The Soft FM Facilities Manager is responsible for contract management, stakeholder engagement, performance assurance, risk management and issue resolution activities across their SDA reporting to the Senior Facilities Manager (SFM).

Soft FM outputs are delivered via a contracted Industry Partner that is assured by DIO as the contract authority. The contract delivers a core set of standardised Soft FM services including catering, retail and leisure, cleaning and associated services including window cleaning, laundry, dry cleaning, tailoring, short term catering, portable ablutions and waste management.

Key responsibilities include:

• Acting as a key customer interface and Soft FM subject matter expert across sites
• Proactively address challenges in a timely manner and raise as appropriate, engaging others as necessary
• Facilitate the explanation of issues in a way that the customer can understand. Listen and understand the needs of Customer groups, balancing these within contract deliverables
• Providing an active presence on site(s) to develop and maintain effective relationships with customers, suppliers and site users
• Conduct weekly and monthly site governance meetings where required, ensuring a high level of interaction and support, in accordance with DIO Standard Operating Procedures (SOPs)
• Ensure that the mandated monthly performance reports are produced by the Industry Partner and available one week prior to SFM Monthly Meetings
• Be the key contact for issues raised and facilitate resolutions for service delivery issues, using available data to inform decision making
• Ensure all assurance activities are being undertaken to ensure contracted services are delivered to Key Performance Indicators
• Utilise the Defence Share portal for input of early warnings, occurrences and other contractual events where identified
• Process paperwork for official functions and portable ablutions
• Manage requests for contract amendments for all core and enabling services
• Undertake assurance activities for contract management, catering, retail, leisure and waste
• Undertake any other tasks reasonably expected of the role to support Defence and wider government objectives

This is an opportunity to manage high-profile Soft FM service delivery across a diverse Defence estate, working with military units, stakeholders and industry partners to ensure the effective delivery of essential services.

The DIO Soft FM Manager occupies a pivotal position between the customer and Industry Partner and is key to managing their relationship and as such will act as the DIO interface between both parties. They will act as the DIO Point of Contact for delivery of Soft FM services within their SDA working closely with the Industry Partner and End User to ensure the satisfactory provision of the contracted services as detailed in the Soft FM Service Information Packs.

Essential Criteria:

• Facilities management, property management, building services or operational estate management experience
• Experience in customer relationship management and stakeholder engagement
• Experience managing suppliers, contractors or service providers, including performance monitoring and issue escalation
• Adaptability to manage changing priorities and tight deadlines
• Competent user of Microsoft Office 365 with aptitude for working with bespoke Defence digital tools and data systems
• Full UK driving licence is required as some sites across the Scotland South Service Delivery Area are not accessible by public transport

Desirable Experience

• Experience of commercial and contract management.

Desirable Qualifications

• Membership of the Institute of Workplace and Facilities Management (IWFM), or an equivalent relevant professional body. Candidates who are actively working towards achieving a recognised professional qualification are also encouraged to apply.