Head of FM / Maintenance - Multi-site Leisure

Head of FM / Maintenance - Multi-site Leisure/Hospitality

Location: London – Head Office, London

We’re supporting a well-established and highly regarded hospitality group in the appointment of a Senior Facilities Management specialist to lead its FM function within the wider Estates team.

This is a senior role with responsibility for the overall performance and development of the Facilities Management operation across a substantial multi-site hospitality portfolio. You will oversee the Estates Helpdesk and Reception functions, whilst providing leadership across maintenance, compliance, contractor performance and service delivery.

The role will combine strategic leadership with operational oversight, ensuring the FM function is structured, measurable and aligned with the wider needs of the business. You will be responsible for driving service standards, improving contractor performance, using FM data to identify trends and opportunities, and helping shape the longer-term Facilities and Estates strategy.

Key Responsibilities

• Lead and develop the Facilities Management function , including the Estates Helpdesk and Reception teams.
• Set and drive FM strategy, service standards and operating processes across the portfolio.
• Oversee reactive and planned maintenance programmes through an established contractor network.
• Lead the contractor management strategy , ensuring suppliers deliver against agreed KPIs, SLAs, quality and value-for-money expectations.
• Take overall responsibility for statutory compliance, Health & Safety and FM-related risk across the estate.
• Oversee key compliance areas including contractor accreditation, SafeContractor , pest control and other specialist services.
• Work closely with the Property and Estates teams on M&E, kitchen maintenance and wider building projects.
• Use Access Maintain to monitor performance, analyse FM data and identify recurring issues, trends and opportunities for improvement. Previous Pronett / Access Maintain experience would be advantageous.
• Develop meaningful FM reporting and management information , providing insight to senior stakeholders and supporting strategic decision-making.
• Build strong relationships with operational teams, surveyors, contractors and senior management, ensuring FM services support the wider commercial and operational objectives of the business.
• Identify opportunities to improve service delivery, efficiency, cost control and contractor performance .
• Provide leadership and direction to the FM team, creating a culture of accountability, continuous improvement and high service standards.

You’ll ideally have:

• Significant experience in multi-site Facilities Management , ideally within hospitality, retail, leisure or another customer-facing environment.
• Experience leading FM teams, helpdesks and outsourced contractor networks .
• Strong technical understanding of M&E, building services and kitchen maintenance .
• Proven experience developing and managing contractor performance, KPIs and SLAs .
• Strong knowledge of statutory compliance, Health & Safety and facilities risk .
• The ability to use FM data and management information to identify trends, challenge performance and influence strategy .
• Excellent senior stakeholder management and communication skills.
• A commercially minded approach, with the confidence to challenge existing practices and identify opportunities to improve the FM operation.
• Strong leadership skills and the ability to bring structure, accountability and consistency to a busy, operationally critical function.

The Opportunity

This is an excellent opportunity for an experienced FM leader to take genuine ownership of the Facilities Management function within an established and highly regarded hospitality business .

The role offers the opportunity to move beyond traditional operational FM and have a strategic influence on how facilities services are delivered across the portfolio , with responsibility for improving service levels, compliance, contractor performance, data and operational efficiency.

It would suit an ambitious Head of FM / Senior Facilities Manager / Maintenance Leed who wants to make a visible impact and play a key role in shaping the future FM strategy of the business.

A multi-site Retail / Leisure / Hospitality background is extremely desirable.