Job Title: Integrated Facilities Management (IFM) DirectorReporting to: Managing Director, PFMLocation Manchester or London - Working pattern - On-site at either Head Office with regional travelMain PurposeLead the delivery of high-quality, compliant, and customer-focused facilities management services across a diverse portfolio of offices and shopping centres. The role will drive the change from a mixed delivery model to a fully integrated TFM operation, ensuring consistent standards, robust systems and processes, and the effective use of technology.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.With our strategy around retail we will need the ideal candidate to have some experience in shopping centres.Overview of DutiesProvide 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.Key ResponsibilitiesOperational Change Management & Service MobilisationLead the transition to a consistent, integrated FM operating model, optimising directly delivered and contract-managed servicesDrive the maximisation of in-house delivery models, identifying opportunities to insource services where this delivers strategic, operational, or commercial benefitsEmbed a culture of continuous improvement and service excellence across all FM operationsLead a multi-year transformation programme to re-architect FM service delivery models across the businessDrive insourcing/outsourcing strategies to optimise cost, quality, and control, including re-engineering supply chain modelsLead workforce upskilling to ensure future capability in integrated FM deliveryIncrease revenues and profitabilityIdentify internal and external opportunities for revenue growth increasing profitabilitySupport the development of new service offerings for PFM to increase attractiveness to new markets and increase profitabilityStandards, Systems & ProcessesDefine, implement, and maintain consistent operating standards across all sites, aligned to statutory requirements, industry best practice, and company policyEmbed 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 strategyWork 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 deliveryTechnology & CAFM UtilisationHold core accountability for CAFM and FM technology implementation – full lifecycle rollout experience must be evidenced as an essential requirementOversee the selection, implementation, and optimisation of FM technology platforms, including CAFM and mobile workforce management toolsEnsure data accuracy, robust performance reporting, and integration of technology into daily operations to drive efficiency, statutory compliance and continuous improvementCustomer Service & Stakeholder EngagementEnsure FM services enhance the experience of tenants, customers, and colleagues through proactive communication and responsive service deliveryAct as the senior customer service lead for PFM, managing escalations and fostering positive relationships with key stakeholdersHold 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 growthRepresent PFM in external forums and client engagements, ensuring service delivery standards drive customer retention and new contract opportunitiesPeople Leadership & Performance ManagementLead, inspire, and develop FM operational teams, ensuring clear objectives, regular performance reviews, and effective succession planningEstablish and deliver training programmes to build technical, customer service, and compliance capabilitiesDrive the upskilling of the workforce in integrated service delivery to ensure future capabilityCreate a pipeline of capable leaders by embedding structured succession planning and professional development frameworksFinancial & Contract ManagementManage operational budgets, ensuring cost control, accurate forecasting, and delivery of value for moneyOversee supplier relationships, contract performance, and commercial negotiations to ensure high service quality and contractual complianceEvaluate service delivery models to determine where insourcing offers better value or quality outcomesSkills and experience:Proven leadership experience in multi-site, multi-service FM operations including Hard FM and soft services within a TFM environmentExperience with shopping centresA track record of external business development, including winning new FM contracts and generating revenue growth across multiple sectorsSuccess 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 modelsDemonstrable experience in maximising in-house delivery models to improve service quality, control, and cost efficiencyCore accountability for CAFM and FM technology implementation with evidenced experience in full lifecycle roll-outDemonstrable commitment to customer service excellence, imparting this ethos throughout PFMResults orientated, demonstrating a commitment to the delivery of KPIs, SLAs and objectivesPersonable Attributes:Excellent stakeholder engagement and communication skills including effective influencing, negotiation and presentation skillsCommercially astute with strong budget and contract management experienceStrategic thinker with a pragmatic hands-on approachAbility to demonstrate credibility and gravitasCompetent developer of people, training the teams in an informative and engaging mannerAbility to work in a fast-paced environment, maintaining a calm and rational demeanour and approach to objectivesKeeps abreast of advances in the FM world to ensure PFM retains a competitive advantageFlexible approach to work and the ability to travel to UK wide sites to meet the needs of the businessCommitted to working in accordance with the Praxis values.Our ValuesProfessionalism | We seek to outperform expectations with individuals able to express themselves whilst always upholding the highest professional standardsOwnership | 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 blameEntrepreneurialism | We challenge convention constantly encouraging imaginative solutions and rigorous debate in pursuit of better performance. Everyone is empowered to make decisionsMeritocracy | Results, hard work and good ideas trump age, experience, and meaningless job titles. We have built a diverse team where everyone encouraged to work collaboratively to reach their full potentialAction This Day | We never put off anything until tomorrow that can be done todayBenefitsCompetitive salary + discretionary bonus25 days holiday + bank holidaysPrivate Medical Insurance & Healthcare Cash Plan5% employer pension contribution3x life assuranceThis is an opportunity to make a meaningful impact within a forward-thinking real estate business.Applications:We will contact successful candidates within one week of receiving their application. If you do not hear from us within this timeframe, unfortunately your application has not been successful on this occasion.We regret that we are unable to provide individual feedback at this stage, though we are working towards being able to share more detailed feedback in future.