FM Regional Delivery Manager In this role, you will ensure delivery of an excellent facilities management service to our customers for both Hard and Soft FM Services, enabling customers to perform at their best whilst delivering HMRC business objectives. Main Responsibilities To support the FM Regional Delivery lead in delivering proactive supplier relationships management to deliver services in line with agreed contract performance levels and customer requirements. Supporting the development/evolution of our customer focused services. Oversee performance of the hard and soft FM contractors, ensuring co-ordinated joined up delivery to our customers. To support the FM Regional Delivery lead to integrate contractor delivery in the Regional Centre and Specialist Sites whilst ensuring robust management of performance on legacy contracts across the estate. Input into the review and report on supplier performance to the Estates Area FM Lead, acting to drive continuous improvement. Supportive leadership and direction of Administrators, whilst ensuring a collaborative and joined up approach with the rest of the onsite Workplace Operations Team and the wider Estates business operation. Take proactive ownership to manage customer complaints through to timely and successful resolution. Ensure provision of high quality and consistent communications with customers and key stakeholders. Support escalations through the contractual process as required, managing and owning escalated issues to resolution where appropriate and ensuring effective risk management is applied. Oversee day to day performance to ensure the successful delivery of services to a changing portfolio of properties across the region. Person specification The role typically requires skills in operations, project management, finance, procurement, and people management. Industry knowledge of regulations and best practices is also important. We're looking for an experienced facilities leader with a track record in large, complex organisations. Strategically commercial, you'll have robust vendor management experience coupled with technical knowledge around compliance, safety regulations and asset/property management. With a collaborative, solutions-focused approach, you'll actively tune into business needs and overcome challenges with sound judgement. Essential Criteria: Recent substantial experience within a facilities management / contract management function. Clear demonstration of FM Skills in both meeting customer needs and managing supplier relationships. Demonstration of strong customer relationship management and customer service ethos. Understanding key performance related schedules within contracts including assurance of KPIs/SLAs. Desirable Criteria: IWIFM Certificate Level 4 or Equivalent. ADZN1_UKTJ