Job Title: Integrated Facilities Management (IFM) Director Reporting to: Managing Director, PFM Location Manchester or London – Working pattern – On-site at either Head Office with regional travel
Lead the delivery of high-quality, compliant, and customer-focused facilities management services across a diverse portfolio of offices and shopping centres. Implement operational change, standardisation, culture development support new business development and continuous improvement initiatives to deliver safe, efficient, and value-for-money services while enhancing the customer experience. Maximise in-house service delivery models, insourcing where necessary to improve quality, control, and cost efficiency.
Provide operational leadership for the delivery of Integrated Facilities Management (IFM) services across a large, multi-site portfolio. Overseeing the integration of directly delivered and contract-managed services, maximising in-house delivery models where these offer quality, control, or cost benefits, and embedding consistent operating standards, systems, and processes. Champion customer service, compliance, and innovation, leveraging technology such as CAFM to enhance efficiency and transparency, while building and developing a high-performing operational team.
Operational Change Management & Service Mobilisation
Lead the transition to a consistent, integrated FM operating model, optimising directly delivered and contract-managed services Drive the maximisation of in-house delivery models, identifying opportunities to insource services where this delivers strategic, operational, or commercial benefits Embed a culture of continuous improvement and service excellence across all FM operations Lead a multi-year transformation programme to re-architect FM service delivery models across the business Drive insourcing/outsourcing strategies to optimise cost, quality, and control, including re-engineering supply chain models Identify internal and external opportunities for revenue growth increasing profitability Support the development of new service offerings for PFM to increase attractiveness to new markets and increase profitability
Define, implement, and maintain consistent operating standards across all sites, aligned to statutory requirements, industry best practice, and company policy Embed sustainability and ESG considerations into all FM standards and processes, including energy efficiency, waste reduction, responsible procurement, and carbon reduction initiatives, ensuring alignment with Praxis’ wider EST strategy Work with the Praxis Senior Leadership Team to agree, develop, implement and embed standardised FM processes, procedures, and performance frameworks to ensure industry-leading, consistent levels of delivery
Hold core accountability for CAFM and FM technology implementation – full lifecycle rollout experience must be evidenced as an essential requirement Oversee the selection, implementation, and optimisation of FM technology platforms, including CAFM and mobile workforce management tools Ensure data accuracy, robust performance reporting, and integration of technology into daily operations to drive efficiency, statutory compliance and continuous improvement
Customer Service & Stakeholder Engagement
Ensure FM services enhance the experience of tenants, customers, and colleagues through proactive communication and responsive service delivery Act as the senior customer service lead for PFM, managing escalations and fostering positive relationships with key stakeholders Hold an expanded remit to act as the senior client-facing lead for external revenue contracts, building and maintaining relationships with new and existing clients to support business growth Represent PFM in external forums and client engagements, ensuring service delivery standards drive customer retention and new contract opportunities
People Leadership & Performance Management
Lead, inspire, and develop FM operational teams, ensuring clear objectives, regular performance reviews, and effective succession planning Establish and deliver training programmes to build technical, customer service, and compliance capabilities Drive the upskilling of the workforce in integrated service delivery to ensure future capability Create a pipeline of capable leaders by embedding structured succession planning and professional development frameworks
Financial & Contract Management
Oversee supplier relationships, contract performance, and commercial negotiations to ensure high service quality and contractual compliance Evaluate service delivery models to determine where insourcing offers better value or quality outcomes
Proven leadership experience in multi-site, multi-service FM operations including Hard FM and soft services within a TFM environment Success in the delivery of multi-year transformation programmes and service mobilisation in complex portfolios, as well as insourcing/outsourcing strategies and the redesign of operating models Demonstrable experience in maximising in-house delivery models to improve service quality, control, and cost efficiency Core accountability for CAFM and FM technology implementation with evidenced experience in full lifecycle roll-out Demonstrable commitment to customer service excellence, imparting this ethos throughout PFM Commercially astute with strong budget and contract management experience Competent developer of people, training the teams in an informative and engaging manner Flexible approach to work and the ability to travel to UK wide sites to meet the needs of the business Ownership | Every asset, problem or opportunity is treated as though it is our own. The group delivers all real estate services in house and never outsources responsibility or blame Entrepreneurialism | We challenge convention constantly encouraging imaginative solutions and rigorous debate in pursuit of better performance. Competitive salary + discretionary bonus~25 days holiday + bank holidays~ Private Medical Insurance & Healthcare Cash Plan~5% employer pension contribution~3x life assurance
Any CVs submitted without prior agreement from a member of our HR or Talent Acquisition team will be treated as unsolicited, and Praxis will not be liable for any associated fees or introductions….