FM Support Services Manager

The NBI Partnership (NBIP) provides non-scientific services to research institutes based on the Norwich Research Park, a globally recognised centre for bioscience innovation. The park is home to leading research institutes - including the John Innes Centre (JIC), Quadram Institute Bioscience (QIB), Earlham Institute (EI), and The Sainsbury Laboratory (TSL) - supporting cutting-edge research in food security, health, and environmental sustainability. NBIP provides the facilities management (FM) services to the JIC's, TSL's and EI's estates and buildings.

The Facilities Department ensures the seamless operation of NBIP and the Institutes it supports by managing essential support services, including:
• Facilities Helpdesk & Business Systems system - Overseeing service requests, fault reporting, and work coordination.
• Security & Access Management - Managing site security, access control, and emergency response.
• Soft Services Management - Ensuring effective delivery of cleaning, waste management, catering, reception, and porterage.
• Contract & Supplier Management - Managing outsourced service providers and ensuring compliance with SLAs.
• Business Continuity & Incident Management - Developing and maintaining business continuity plans for NBIP (BCP).
• Compliance, Insurance & Risk Management - Ensuring adherence to health, safety, and environmental policies.
• Mechanical, Electrical & Building Fabric Maintenance - Supporting maintenance and infrastructure services.
• Project Management & Minor Works - Overseeing small-scale facilities projects.

The FM Support Services Manager is responsible for the efficient and effective delivery of support services across NBIP and the Institutes. Reporting to the Head of Facilities, this role leads key functions including security, cleaning, waste management, catering, insurance, and supplier contract management to support the organisation's research and operational needs.

This role manages three direct reports and oversees several key service partner contracts. It also serves as the primary liaison with Anglian Innovation Partnership (AIP) on matters such as catering, campus services, and car parking, including thoroughfare and grounds maintenance.

A strong leader with strategic thinking and stakeholder engagement skills, the FM Support Services Manager drives continuous improvement, service excellence, and compliance with industry standards.

Key Relationships Internal: Head of Facilities (Line Manager), Reception Supervisor, Cleaning Supervisor, Janitor Supervisor, Contract Supervisor, FM Business Partner, FM Hub Manager, Maintenance Operations Manager, Minor works and Building Infrastructure Manager, Helpdesk & Business Systems Supervisor, Security, Cleaning, Reception, and Catering Teams, Operational and Lab Managers & Building Users, and EI's Business Support team.

External: Service Providers & Contractors, Security Agencies & Emergency Services, Regulatory Bodies & Compliance Inspectors, Insurance Providers

Main Activities & Responsibilities Leadership & Strategic Management
• Oversee and manage security, soft services, and supplier contracts.
• Develop and implement strategic plans to enhance the efficiency and effectiveness of support services.
• Ensure facilities operations align with the Institutes' research and operational objectives as well as NBIPs objectives.
• Lead, mentor, and develop the FM Support Services Team, ensuring high performance and engagement.
• Manage support services budgets with full accountability for cost control.
• Oversee key service partner contracts including security, catering, waste, and insurance.
• Deputise for the Head of Facilities on matters related to support services.
• Serve as primary liaison with AIP, focusing on catering, campus services, and car parking.
• Support NGI and capital projects by developing and improving waste, cleaning, and catering strategies.
• Act as client lead and owner of the CCTV and access control systems, working with the EI Business Support team as needed who locally manage systems within the EI Building. Operational Management
• Analyse Business Systems data to identify trends, improve response times, and enhance efficiency.
• Work with the FM Business Partner to provide data-driven insights for performance monitoring.
• Drive continuous improvement to ensure customer-focused service delivery. Soft Services Management
• Oversee cleaning, catering, waste management, and front-of-house services, ensuring high standards.
• Implement best practices for sustainability, waste reduction, and operational efficiency.
• Conduct regular site audits to ensure compliance and contractual performance.
• Develop and sustain relationships with key stakeholders. Security & Access Management
• Manage site security services, including contracted security staff, access control, and CCTV.
• Ensure robust incident response procedures, coordinating with emergency services when necessary.
• Work with internal stakeholders to manage security risks, access controls and mitigate threats.
• Oversee visitor management protocols, ensuring compliance with site security policies. Business Continuity & Incident Management
• Work with the FM Business Partner and Head of Facilities to develop and implement BCP strategies.
• Lead and coordinate incident response, ensuring effective communication and resolution during critical events.
• Strong focus on fire evacuation and incident response, both in and out of hours.
• Help coordinate NBIP's BCP drills and emergency preparedness exercises with security, H&S, and FM teams.
• Ensure NBIP's BCP strategies align with overall organisational resilience and Institutes' BCPs. Contract & Supplier Management
• Oversee outsourced service contracts for security, cleaning, waste, catering, and other support services.
• Monitor contractor performance, ensuring compliance with SLAs, KPIs, and regulatory standards.
• Conduct quality assurance audits to ensure high service delivery and value for money.
• Support procurement activities, ensuring contracts align with NBIP's operational and financial objectives. Compliance & Risk Management
• Ensure facilities support services comply with health, safety, and environmental regulations.
• Work with the Facilities Compliance Team to maintain documentation, audits, and inspections.
• Develop and implement risk management strategies to mitigate operational vulnerabilities within FM Support Services team and wider NBIP facilities team
• Promote a strong health & safety culture across all FM support services and contractors.
• Serve as the primary contact for day-to-day insurance matters. Continuous Improvement & Innovation
• Identify and implement best practices to enhance service efficiency.
• Explore smart building technologies and automation to improve performance.
• Drive sustainability initiatives within soft services and security operations.
• Foster a culture of continuous improvement, ensuring staff and contractors contribute to service enhancements. Additional Duties
• Support budget planning and financial reporting for facilities support services.
• Participate in cross-functional projects, ensuring facilities support is integrated into organisational planning.
• Provide regular reports and updates to the Head of Facilities on KPIs and service improvements.
• As agreed with the line manager, any other duties commensurate with the nature of the post.

Person Profile Education & Qualifications Requirement Importance IWFM or ILM Level 5 in Facilities Management (or equivalent experience) Essential Qualification in Health & Safety compliance (e.g., IOSH Managing Safely, NEBOSH Certificate) Essential SIA accreditation Desirable

Specialist Knowledge & Skills Requirement Importance Experience in research, pharmaceutical, or public sector environments Essential Knowledge of smart building technologies and sustainability initiatives Essential Knowledge of FM software (e.g., Concept Evolution, Planon, Maximo) and FM Operating models Essential Knowledge and associated experience in service partner tendering and procurement Essential Ability to develop Soft FM contract specifications and operating models Essential Advanced Microsoft Office skills (Excel, PowerPoint, Outlook) for reporting and analytics Essential Ability to generate and present performance reports and presentations to senior stakeholders Essential

Requirement Importance Extensive experience in facilities management, focusing on support services and operations Essential Strong track record in contract management, supplier performance monitoring, and budget oversight Essential Extensive knowledge of GMP catering contract models Essential Proven ability to lead security, soft services, insurance administration, and business continuity functions Essential Strong experience in Soft FM and building management Essential Extensive experience in service partner contract management Essential

Interpersonal & Communication Skills Requirement Importance Excellent stakeholder engagement and relationship management skills Essential Strong problem-solving and decision-making abilities Essential Ability to communicate effectively with associated teams, researchers, and senior leadership Essential Good interpersonal skills, with the ability to work as part of a team Essential

Additional Requirements Requirement Importance Attention to detail Essential Promotes equality and values diversity Essential Willingness to embrace the expected values and behaviours of all staff at the Partnership . click apply for full job details