Facilities Manager (Retail - Soft & Hard Services)

JOB TITLE: Facilities Manager (Retail - Soft & Hard Services)

LOCATION: London Designer Outlet, HA9 0FD

HOURS: Monday - Friday 40 hours (Flexible for the needs of the business)

Salary: £60,000 - £65000 per annum

ROLE OVERVIEW AND PURPOSE

The Facilities Manager will lead the safe, compliant, efficient and commercially effective delivery of integrated facilities management services at London Designer Outlet, Wembley Park. The role has responsibility for both soft & hard services, with four direct reports, and will ensure the site delivers an excellent experience for the client, retailers, visitors and wider stakeholders. 

Working as a key member of the site leadership team, the Facilities Manager will provide visible operational leadership across maintenance, cleaning, security, guest services and related service partners. The role will maintain high standards of presentation and compliance, strengthen business continuity and emergency preparedness, and drive a collaborative, accountable and continuously improving culture. 

The successful candidate must have a strong soft services background, with a degree of hard services experience, ideally within the retail environment.

KEY RESPONSIBILITIES 

• Operational leadership: Lead day-to-day hard and soft facilities services across the destination, ensuring safe, reliable and efficient delivery against contractual, statutory and client requirements. 

• Service delivery and assets: Oversee planned and reactive maintenance, building systems, plant, equipment, cleaning, security, housekeeping and guest services. Monitor CAFM or equivalent systems, contractor performance and service continuity. 

• People leadership: Lead, coach and develop four direct reports and their wider teams. Set clear expectations, manage performance and attendance, plan resources and rotas, support succession, and ensure colleagues are trained and competent. 

• Financial and commercial management: Own operational budgets and contribute to forecasting, P&L performance and annual planning. Review quotations, variations and capital requests; monitor expenditure; identify value opportunities; and ensure procurement and approval controls are followed. 

• Safety, compliance and resilience: Maintain robust arrangements for statutory compliance, risk assessments, method statements, permits to work, contractor control, fire safety, environmental requirements and safe systems of work. Lead incident investigations, emergency response, business continuity and follow-up actions. 

• Client and stakeholder management: Act as a principal operational contact for the client and build effective relationships with landlord representatives, retailers, contractors, suppliers, emergency services, local authorities and Wembley Park stakeholders. 

• Performance and customer experience: Use audits, KPIs, SLAs, feedback and reporting to maintain high standards of cleanliness, safety, presentation and service. Resolve issues promptly, communicate risks clearly and deliver practical continuous improvement. 
  
   

Requirements

• Significant experience managing integrated facilities operations in a complex retail, commercial property, shopping centre, mixed-use or comparable environment. 

• Demonstrable leadership across both hard and soft services, including maintenance, cleaning, security and customer-facing operations. 

• Strong budget, forecasting, P&L, procurement and contractor management experience. 

• Good knowledge of health and safety, statutory compliance, fire safety, permit-to-work systems, risk management and business continuity. 

• Proven ability to lead, coach and develop managers and operational teams, with a strong focus on accountability, engagement and inclusion. 

• Excellent client, stakeholder and communication skills, including the ability to produce clear reports, presentations and performance updates. 

• Good Microsoft 365 and operational systems experience, including CAFM or an equivalent platform. 

• Ability to support out-of-hours issues, emergency response and major incident management when required. 

• Desirable: IWFM, IOSH, NEBOSH, ILM, project management or equivalent qualifications; experience of lifecycle planning, service transitions, capital projects or high-profile destination environments

Benefits

Store discounts, Employee discount

We’re proud to offer a great range of benefits including:

• 24/7 GP: Both you and your immediate family can speak to a UK-based GP from the comfort of your own home
• Mental Health support and Life Event Counseling
• Get Fit Programme
• Financial and legal support
• Cycle to work scheme
• Access to Lifeworks, our innovative employee app where you can find:

• Perks: discounts, gift cards, cashback, and exclusive offers
• Life: Search for resources and tools on topics ranging from family and life to health, money and work
• Support: Online chat or telephone service for urgent support in a crisis

For more information about ABM’s benefits, visit our careers page

ABOUT US

ABM is one of the world’s largest providers of integrated facility services. A driving force for a cleaner, healthier, and more sustainable world, ABM provides essential services that improve the spaces and places that matter most. ABM offers a comprehensive array of facility services that includes cleaning, engineering, parking, electrical & lighting, energy solutions, HVAC & mechanical, security, and mission critical solutions. ABM delivers these custom facility solutions to properties across a wide range of industries – from commercial office buildings to schools, airports, hospitals, data centres, manufacturing plants and distribution centres, entertainment venues and more. In the UK we’re proud to service icon sites across the country with more than 10,000 team members. For more information, visit .

ABM are committed to employment practices that promote diversity and inclusion in employment regardless of age, disability, gender reassignment, sex, marriage and civil partnership status, pregnancy and maternity status, race, religion or belief. We are proud members of the Armed Forces Covenant Employer Recognition Scheme.