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About the Role

This role provides strategic leadership, governance, and continuous improvement for FM Helpdesk Management, CAFM Systems Governance & Optimisation, and Centralisation of Relevant Building Management Processes. You will lead the Facilities Management (FM) Helpdesk and Computer Aided Facilities Management System (CAFM) functions, ensuring consistent, customer-focused services, effective governance, and regulatory compliance. The role defines service standards, operational frameworks, and performance measures to support business objectives and operational resilience. You will provide strategic direction for CAFM technology, ensuring platforms are secure, compliant, and fit for purpose, overseeing system governance, data integrity, and development. This role also leads the development, standardisation, and continuous improvement of building management processes, focusing on Planned Preventative Maintenance (PPM) and Reactive Maintenance service delivery to drive consistency, efficiency, and best practice.

Responsibilities

Provide leadership, direction, and line management to the FM Helpdesk Manager and CAFM Systems Administrator, establishing departmental priorities, performance standards and development plans.
Provide strategic oversight of the FM Helpdesk function, ensuring consistent, customer-focused, and compliant service delivery, acting as the senior escalation point for significant issues.
Define and maintain service standards, operational policies, business continuity arrangements, and standardised ways of working.
Function as the business owner for CAFM systems, defining strategy, governance, standards, and future development.
Oversee the administration, utilisation, and continuous improvement of CAFM platforms, ensuring effective data governance, information security, system performance, and regulatory compliance.
Work closely with Health & Safety, Mechanical Engineering and other stakeholders to ensure CAFM systems support statutory compliance, audit requirements, risk management, reporting obligations, and operational objectives.
Lead the evaluation, implementation, and optimisation of CAFM functionality, reporting tools, automations, and system integrations.
Maintain oversight of sensitive operational, compliance and asset-related information, supporting audits, investigations, insurance-related reporting, and risk management activities.
Lead the review, development, and implementation of centralised and standardised building management processes, focusing on streamlining, Planned Preventative Maintenance (PPM), reactive maintenance service delivery, engineering resource deployment, and related compliance activities.
Develop and maintain governance frameworks, procedures and controls that promote consistency, efficiency, compliance, and best practice across operational functions.
Lead the coordination of internal and external audits relating to FM Helpdesk operations, CAFM systems and associated business processes.
Monitor audit findings, corrective actions, and improvement initiatives, working collaboratively with Quality, Health & Safety, and operational teams.
Establish, monitor, and report on KPI frameworks, analysing operational performance, stakeholder feedback, and service trends.
Produce management information, performance reporting, and strategic recommendations.
Manage the budgets and financial governance of the FM Helpdesk and CAFM functions, including forecasting, expenditure management and service charge allocation.

Requirements

Proven experience leading operational, systems, governance or support functions within Facilities Management, Property Management, Building Services or a related environment.
Experience in leading and developing managers and specialist teams, driving performance, accountability, change and continuous improvement.
Significant experience of CAFM systems governance, administration and strategic development.
Strong understanding of data governance, information security, compliance requirements and the management of operational and asset-related information.
Experience developing, implementing and standardising operational processes, procedures and governance frameworks.
Strong knowledge of Planned Preventative Maintenance (PPM), reactive maintenance service delivery, engineering resource management and statutory compliance requirements.
Demonstrable experience managing audits, quality management systems, regulatory compliance programmes and ISO standards within a Facilities Management, Building Management or Engineering environment.
Strong understanding of Health & Safety legislation and compliance frameworks.
Excellent analytical, reporting and problem-solving skills, with experience using performance data, KPIs and business intelligence to drive decision-making and service improvement.
Strong stakeholder management, communication and influencing skills.
Proven experience managing budgets, financial performance, expenditure and service charge allocations within a multi-stakeholder environment.
Highly proficient in Microsoft Office applications, particularly Excel, PowerPoint and Word.
Experience of Power BI, Concept Evolution, SFG20, Yardi or similar CAFM and reporting systems would be advantageous.
All staff are required to fulfil their legal duty to take reasonable care for the health and safety of themselves and others.
All staff members must understand and adopt the company's ESG Strategy into their respective roles.
All staff are mandated to comply with system requirements as detailed within the Company Quality Manual & Policies.
Commit to Excellence: Act with integrity and deliver high performance, Put customers at the heart of what we do, Resolve issues by providing high quality solutions.
Foster Collaboration: Collaborate with others across the business, Encourage inclusive networks and treat others with respect and fairness, Use knowledge to work effectively with suppliers / contractors.
Encourage Engagement: Confident in making decisions appropriate to the role, Learn from mistakes and listen to constructive feedback, Prioritise safety and actively support community, wellbeing and sustainability programmes.
Take Ownership: Take pride in delivering high quality service which exceeds expectations, Committed to opportunities for self-development, Take responsibility for own performance.
Embrace Innovation: Embrace change and innovation, Proactively suggest ways to improve our business, See new challenges as opportunities to deliver effective change.

Skills

Interpersonal skills
Listening skills
Communication skills
Relationship building
Influencing
Negotiation
Mediation
CAFM systems governance
CAFM systems administration
CAFM systems strategic development
Data governance
Information security
Compliance management
Operational process development
Standardisation of processes
Governance framework development
PPM knowledge
Reactive maintenance knowledge
Engineering resource management
Statutory compliance
Audit management
Quality management systems
Regulatory compliance programmes
ISO standards
Health & Safety legislation
Analytical skills
Reporting skills
Problem-solving skills
Performance data analysis
KPI analysis
Business intelligence
Stakeholder management
Budget management
Financial performance management
Expenditure management
Service charge allocation
Microsoft Office Suite (Excel, PowerPoint, Word)
Power BI (advantageous)
Concept Evolution (advantageous)
SFG20 (advantageous)
Yardi (advantageous)

Location

4 days in office, 1 day working from home

Work Type

Full-time
Maternity Cover
Hybrid

Experience Level

Subject to experience

Salary/Compensations

70-75k

Benefits

Generous pension plans
Insurance plans
Health benefits
Subsidised gym membership
Store discounts
Family leave
Learning and development opportunities
Classroom training
E-learning training
Mentoring
Cross department experience
On the job learning
Support for accreditations
Support for chartered status
Sponsorships
Further educational opportunities

About the Company

Canary Wharf Management Limited is committed to building a safe, happy and healthy community for its employees.
The company recognises the importance of embracing diverse experience, skills and perspectives at all levels and operating in an inclusive working environment.
The company has developed a comprehensive ESG Strategy and requires all staff to understand and adopt it.
The company is dedicated to quality management in line with the latest ISO 9001 requirements.

Equal Opportunity

We welcome applicants with diverse backgrounds, perspectives and skills and are committed to fostering a culture whereby everyone can reach their full potential.
As an inclusive employer, we recognise the positive impact flexible working can have on an individual, their wellbeing, engagement and productivity. Therefore, we are open to consider flexible working arrangements, both temporary or permanent.