Service Manager

Service Manager (Hard FM)
Dorset | -40,000 - -44,000 | Permanent | Full Time
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The Role
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An opportunity has arisen for an experienced Hard FM Service Manager to join a leading facilities management provider supporting a large and complex operational estate. Acting as the primary interface between the client, operational stakeholders and maintenance teams, you will take ownership of the delivery of Hard Facilities Management services, ensuring reactive, planned and statutory maintenance activities are delivered safely, compliantly and in accordance with contractual requirements. This position requires a technically competent facilities professional with experience managing maintenance operations across complex estates. You will oversee engineering teams and specialist contractors, drive KPI performance, maintain statutory compliance and ensure maintenance programmes align with the operational requirements of the site. Alongside day-to-day service delivery, you will support estate improvement projects, lifecycle planning and ongoing compliance management whilst maintaining excellent relationships with senior stakeholders.
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Key Responsibilities
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• Lead the delivery of planned, preventative and reactive Hard FM maintenance across a complex operational estate.
• Act as the primary operational contact for all Hard Facilities Management matters, building strong relationships with senior stakeholders and site management.
• Manage the performance of directly employed engineers and specialist subcontractors, ensuring contractual service levels and KPIs are consistently achieved.
• Oversee statutory maintenance programmes, ensuring inspections, testing and compliance activities are completed in accordance with current legislation and contractual obligations.
• Manage maintenance delivery through CAFM systems, ensuring work orders, compliance documentation and asset records remain accurate and up to date.
• Coordinate planned maintenance activities to minimise operational disruption whilst maintaining building compliance and asset reliability.
• Monitor contractor performance, quality of work, safety standards and contractual compliance across multiple disciplines.
• Ensure Safe Systems of Work, risk assessments, permits to work and site safety procedures are fully implemented throughout maintenance activities.
• Investigate service issues, customer concerns and operational challenges, implementing corrective actions to improve service delivery.
• Develop and maintain maintenance schedules, forward works plans and site-specific maintenance programmes.
• Prepare Statements of Need, technical reports and supporting documentation for additional works, lifecycle replacement and estate improvement projects.
• Support the delivery of Billable Works and planned improvement projects from initial scope through to completion.
• Identify opportunities to improve asset performance, operational efficiency and energy performance across the estate.
• Support statutory compliance responsibilities relating to asbestos, legionella and other building compliance disciplines.
• Produce performance reports, compliance updates and operational data for client and management review meetings.
• Participate in the out-of-hours on-call rota, providing operational support during emergency maintenance situations.

• Previous experience managing Hard Facilities Management services within a commercial, defence, public sector or other highly regulated environment.
• Strong understanding of reactive, planned and statutory building maintenance.
• Experience managing engineering teams, supervisors and specialist maintenance contractors.
• Knowledge of CAFM systems and planned maintenance management.
• Strong understanding of statutory compliance, building regulations and maintenance legislation.
• Experience managing KPIs, SLAs and contractual service delivery.
• Excellent stakeholder management skills with the ability to build effective working relationships across operational and senior management teams.
• Technical qualification within Building Services, Mechanical, Electrical or a related Engineering discipline.
• IOSH Managing Safely (or equivalent).

• Emergency First Aid qualification.
• Fire Safety training.
• Experience acting as, or supporting, Asbestos Responsible Person and Legionella Responsible Person duties would be advantageous.
• Full UK driving licence.