IFM Platform Lead

Job Title

EMEA IFM Platform Lead

Job Description Summary

Job Description

EMEA IFM Platform Lead

Global Occupier Services

London

Cushman & Wakefield is a global leader in commercial real estate services, helping clients transform the way people work, shop, and live. The firm’s 53,000 employees in more than 70 countries provide deep local and global insights that create significant value for occupiers and investors around the world.

Cushman & Wakefield is among the largest commercial real estate services firms with revenues of $10.1 billion across core services of agency leasing, asset services, capital markets, facilities services (branded C&W Services), global occupier services, investment management (branded DTZ Investors), tenant representation, and valuations & advisory.

We have an exciting opportunity for a talented Integrated Facilities Management Regional Leader to join our market-leading Global Occupier Services business based in London working across EMEA.

Role Purpose

The EMEA IFM Regional Leader will be a critical leader, reporting to the International IFM Platform Leader. This individual will be a dynamic leader who thrives in a matrix environment, welcomes new challenges and is passionate about delivering the best innovative services to our clients. He/she will have IFM oversight of the EMEA region, responsible for enabling operational excellence and working in partnership with the Account teams to consistently exceed our clients’ expectations wherever possible. This individual (and their team) will provide support to the Account and Solutions teams related to all aspects of account life cycle including, but not limited to, new business solutions/sales, organic growth/expansion (geography/scope), service levels, contract renewals, team development, governance, innovation, and best practices.

Key Responsibilities

Platform strategy and operating model

• Demonstrates a Client-Driven approach by marshalling the firm’s resources across all core capabilities and corporate functions to ensure superior service to both internal and external clients
• Collaborate with Enterprise Client Sales and Solutions to build and win new client relationships. Support the development of new facility management business opportunities with an emphasis on operational feasibility and overall profitability. Support the due diligence process, provide input and guidance regarding contract terms including SLA’s and KPI’s
• Work in conjunction with Divisional Presidents, Executive Account Directors, and Account Directors to monitor client account requirements and manage the deployment of resources within the Global Occupier Services teams.
• Facilitate collaboration across clients and markets. Work with other Regional IFM Leads to ensure a high and consistent level of quality of service to all clients globally.
• Partner with Executive, Regional, Account, and Solutions Development Leaders to identify opportunities to provide organic growth solutions for Occupier clients. Demonstrates a Client-Driven approach by marshalling the appropriate resources across all core capabilities and corporate functions to ensure superior service to clients.
• Responsible for achieving IFM platform operational business goals and objectives.
• Actively collaborate with and leverage SME’s to bring best practices to account teams.  Work across IFM platform functions (Technical Services, EHS, Workplace Experience, etc) to enable comprehensive IFM support.
• Provide leadership to ensure continued operational controls (i.e. Operational Reviews), reporting procedures, and systems to effectively ensure execution (including account transition and transformations) and operating efficiency for current and future growth.
• Support new account transitions and implement IFM programs on new client accounts
• Actively support the strategy and requirements for business intelligence (AI), reporting, and data management for IFM including developing performance measurements for internal benchmarking and identifying industry data to leverage for external benchmarking.
• Provide support, leadership and best practice management of assigned direct and matrix reports and the wider IFM organization, including all aspects of talent development, personnel and performance management (including management of under-performance where needed) and succession planning and management for the assigned organization/s.
• Actively participates with and contributes to the business executive as appropriate. Supports, engages and contributes to leadership discussions, forums, presentations, industry engagements, meetings, townhalls and the like (both internal and external to CW organisation) in line with the needs and expectations of business.

Service delivery and operational excellence

• Provide platform assurance across the EMEA IFM portfolio — monitor account health, SLA and KPI performance, critical-environment risk, and client satisfaction, and intervene where accounts are off-track.
• Lead the regional operational review cadence with account leaders; own the escalation route for at-risk accounts and material service failures.

Client relationships and growth

• Act as the senior IFM subject-matter authority on EMEA pursuits, help shape solution design, operating model, transition plan and pricing narrative, and present to client evaluation panels.
• Support account leaders in strategic client relationships, quarterly business reviews and expansion conversations; identify cross-sell into adjacent service lines.
• Build a leadership bench capable of mobilizing new accounts at pace; sponsor development of high-potential facilities and operations managers.

Data, Reporting & Business Intelligence

• Lead the IFM EMEA approach for centralised reporting, data governance and performance measurement.
• Drive adoption of AI, automation, analytics, and digital tools to support operational decision making.
• Ensure data quality, reporting consistency, and meaningful performance insights across the IFM platform.

Maintenance Operations

• Lead the Maintenance Operations function in the region, governing provision of the RSM function by the Operations Hub and including implementation and ongoing improvement of FAMIS360 and Triana in all accounts.
• Working with the Technical / Engineering team, ensure account teams establish and implement maintenance programs across client portfolios.
• SOC approver for FAMIS360 EMEA Shared Instance.

Risk, Compliance & Governance

• Ensure IFM delivery across EMEA meets Cushman & Wakefield HSE standards and all applicable statutory and regulatory obligations, including critical-environment and high hazard work controls.
• Provide leadership for IFM operational risk, compliance, and governance programs including BRAC, Risk Registers and incident reporting.
• Ensure appropriate controls, audit programs, and corrective action processes are established and maintained including the Account Health Check process.
• Promote a strong culture of risk awareness, accountability, and regulatory compliance.
• Support operational resilience and business continuity planning across the region.

People Operations

• Lead, develop, and mentor direct teams across EMEA. Support and guide matrix teams across EMEA to ensure an integrated approach is delivered for accounts - including Procurement & Supply Chain, Remote Site Management, Workplace Experience and Technical/Engineering.
• Lead the IFM Onboarding program in EMEA, ensuring all new team members are onboarded into the IFM EMEA business.

Experience and Qualifications

Essential

• 15+ years of demonstrated experience in Facilities Management leadership, strategic planning, and program development including outsourced facility management
• Technology: Expertise with asset management/CMMS platforms, highly proficient with MS Office Suite, including ability to perform Internet based research
• Experience with high-level, complex Facility and Engineering operations including asset management, maintenance best practices, safety,
• Excellent oral and written communication and presentation skills required
• Strong competency in strategic planning, execution and business acumen
• Demonstrated multi-country responsibility across EMEA, including experience operating through country management structures and navigating local labor and works council frameworks
• Accomplished relationship management and interpersonal skills
• Excellent organizational abilities required
• Team strategic development and leadership experience
• Able to travel domestically and when needed internationally

Cushman & Wakefield is an equal opportunity / affirmative action employer. All qualified candidates will receive consideration for employment without regard to ethnicity, gender, gender identity or expression, sexual orientation, age, disability, religion, marital status, or any other legally protected characteristic. Cushman & Wakefield is committed to equity in employment, and our goal is to have a diverse, inclusive and barrier-free workplace. If you are a person with a disability and need any other accessible accommodations during the hiring process, you are invited to bring this to the Talent Acquisition Advisor’s attention once they have made contact.

INCO: “Cushman & Wakefield”