Technical Services Lead - Facilities Management

The company

At Fora, we’re fueled by a desire to enhance the way people work. We’re here for the progressives, the forward thinkers, the status quo-challengers, the creators and the innovators. With signature hospitality, a likeminded community of members and a re-energising wellness experience, Fora takes the grind out of daily work-life, so members can focus on what’s important – working productively, healthily and happily.

Our journey began over 20 years ago, when we opened our first location on London’s City Road. Since then, our collection has grown to over 60 distinctive workspaces across London, the UK and Germany, totaling 3.2 million sq ft of real estate. And in the last two decades we’ve welcomed nearly 30,000 members through our doors and boast market-leading retention rates. 

As a trusted workspace provider for teams of all sizes, from established brands to new ventures, our uniquely designed, flexible office spaces come with a range of exceptional on-site amenities and a dedicated Member Experience team to take care of all the day-to-day details. Ocado, The British Fashion Council and Pangaia are just some of the businesses who call a Fora workspace home.

Fora is part of The Office Group, backed by Blackstone and Brockton Capital. We have ambitious plans to expand our collection of workspaces in the future, pioneering industry change through our conscious design and construction practices, and creating workspaces that empower our members to work in their own unique way. 

The Role

We are looking for a proactive and experienced Technical Service Manager to lead the delivery of technical services across a high-profile, 2.0 million sqft real estate portfolio in London.

In this pivotal role, you will be accountable for ensuring the effective operational management of all technical service contracts, including planned preventative maintenance, reactive works, client-driven enhancements, compliance, Lifecycle planning and capital expenditure projects.

You will be stepping into a fast-paced, high-performance environment and will lead an established, well-structured, and high-performing team. Strong leadership, technical expertise, and operational oversight will be essential to drive continued excellence across the portfolio.

Key Responsibilities

• Lead and manage the Technical Service Team, providing guidance, support and development opportunities.

• Effectively lead and manage the external service partners to ensure contracts are being fulfilled and.
• Continually review contractor KPI and SLA performance statistics and act accordingly to maximise operational performance.
• Build collaborative relationships between internal and external resources, making sure customer experience is at the forefront of all thought process’ and decision making.
• Continually evaluate internal and external process to improve serviced delivery.
• Develop strategic plans to pre-emptively improve the portfolio performance and reduce downtime.
• Develop and implement service procedures, policies, and standards.
• To manage internal client expectations within the contract, take ownership of client escalations and deliver satisfactory resolutions.
• Manage escalations efficiently to resolve complex technical issues and communicating to all stakeholders regularly throughout the process.
• Lead our in-house energy management council and develop improve plant control strategies and plans to reduce energy consumption.
• Compile monthly and quarterly operational reports on department performance
• Tender and project manage mechanical and electrical upgrades across the estate
• Work closely with M&E consultants to design and scope up capital expenditure projects
• Work closely with the health and safety manager to maintain compliance and create a positive culture of health and safety in the workplace
• Build lifecycle planning to forecast capital expenditure and pre-emptively manage the estates infrastructure
• Collaborate with other departments, to provide technical guidance and streamline service processes.
• Manage both operational and capital expenditure in line with approved budgets
• Constantly strive to identify areas of change/improvement that will benefit the delivery of FM services
• Oversee all building systems, including life safety, mechanical, electrical, lifts, plumbing, BMS & EMS software
• Enhance the capability for existing buildings, contributing where required to the development of new SMART building technology platforms, data analysis and on-site operational enhancement projects.
• Support the mobilisation of new buildings, ensuring a smooth transition from development to operational building, and identifying all systems defects within the first 12 months.

Requirements

• Proven experience in a technical service management role.

• Experience of large portfolio management experience
• Experience managing maintenance contracts from a client or contractor side.
• Strong leadership skills with the ability to motivate and develop a team.
• Line management experience.
• Experience managing facilities projects relating to technical services.
• Mechanically or electrically qualified (F-Gas or 18th addition).
• Bachelor’s degree or similar in Facilities Management, Engineering or Business management, or demonstrable work experience in the above fields.
• IOSH or NEBOSH

Benefits

At The Office Group, we know that work isn’t just about working. We offer all of our employers a fantastic range of benefits, including;

• 4 days in the office 1 WFA
• Bonus
• 28 days annual leave
• Holiday buy in scheme
• Birthday Leave
• 2 weeks work from anywhere
• Annual leave purchase scheme
• Healthshield
• Study support
• 5% Pension scheme
• Life Assurance
• Discounted Gym membership
• Season Ticket Loan
• Cycle to Work Scheme
• 25% Discount at Fora Cafes