Hard FM Manager

Job overview

The postholder will act as the Trust’s Intelligent Client Contract and Performance Manager for designated outsourced Hard Facilities Management services. The postholder will be primarily based at Highgate Mental Health Centre; however, they may be required to work across Chase Farm Hospital, St Ann’s Hospital and associated community sites as service demands require.

Working with a high degree of autonomy within Trust policies, statutory frameworks and contractual requirements, the postholder will provide specialist operational oversight, technical assurance and contract management to ensure external service providers deliver safe, effective, compliant and value-for-money services. The role is responsible for interpreting and challenging contractor performance, assuring statutory compliance, managing contractual relationships, identifying service risks and driving continuous improvement. The postholder is not responsible for the direct delivery or day-to-day supervision of maintenance services.

The postholder will embed the Trust values and The North London Way across all aspects of the function.

Main duties of the job

• Act as the Trust's Intelligent Client for outsourced Hard FM contracts, ensuring services are delivered safely and effectively and in accordance with contractual requirements.
• Monitor and challenge contractor performance against KPIs, service specifications, statutory requirements and quality standards.
• Provide technical assurance of statutory maintenance, PPM, reactive maintenance and lifecycle activities.
• Monitor compliance with legislation, HTMs, HBNs and H&S requirements.
• Undertake audits, inspections and assurance reviews to verify compliance and service quality.
• Monitor maintenance backlogs, asset condition and risks, ensuring mitigation measures are implemented.
• Act as liaison between Trust stakeholders and Hard FM service providers.
• Investigate estates-related incidents, complaints, service failures and contractual non-compliance.
• Prepare performance, compliance and assurance reports for senior management and governance groups.
• Support compliance with CQC standards, PAM, ERIC and other regulatory requirements.
• Monitor contractor financial performance, review quotations, validate invoices and ensure value for money.
• Support the Hard FM Supervisor.
• Utilise CAFM systems and performance data to support contract management.
• Develop local procedures, contract management processes and service improvement initiatives.

Detailed job description and main responsibilities

Contract Management and Performance Manage and monitor outsourced Hard FM contracts to ensure services are delivered in accordance with contractual requirements, KPIs and service standards. Lead contract review meetings, challenge poor performance and drive service improvement. Support contract mobilisation, variations and service developments.

Technical Assurance and Compliance Provide assurance that statutory maintenance, PPM, reactive maintenance and lifecycle activities are delivered in accordance with legislation, NHS guidance and contractual requirements. Monitor compliance with relevant statutory, regulatory and NHS estates standards. Undertake audits, inspections and assurance reviews of contractor performance and compliance.

Operational Assurance Monitor the delivery of planned and reactive maintenance services across designated sites. Review contractor resources, resilience arrangements, maintenance backlogs and asset-related risks. Ensure maintenance records, asset information and performance data are accurate and up to date.

Quality, Risk and Governance Investigate service failures, incidents, complaints and contractual non-compliance. Identify and escalate risks, ensuring corrective actions are implemented. Prepare performance, compliance and assurance reports for senior management and governance groups. Support compliance with CQC standards, PAM, ERIC and other regulatory requirements.

Stakeholder Management Act as the key liaison between the Trust, clinical services, corporate departments and outsourced Hard FM providers. Develop effective working relationships with stakeholders whilst maintaining appropriate contractor challenge and accountability. Ensure customer feedback and service issues are effectively managed and resolved.

Financial and Commercial Management Monitor contractor financial performance and value for money. Review quotations, contract variations and expenditure. Validate invoices and support budget monitoring and forecasting activities.

Leadership and Service Development Line manage and support the Hard FM Supervisor. Promote high standards of performance, safety and continuous improvement. Develop and implement contract management processes, local procedures and service improvement initiatives. Utilise CAFM systems and performance data to support effective contract management and service delivery.

Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.