What are the responsibilities and job description for the Facilities Manager position at The Instant Group?
Senior Facilities Manager
Job Purpose
This role is responsible for managing all aspects of operational delivery and client relationships for the client site. You will have full responsibility for any facilities and workplace services, your client’s satisfaction and service experience, and their commercial performance. You will become the backbone of the office, living and breathing the client’s core values, and striving to achieve their mission throughout the office.
Key Responsibilities
We are The Instant Group, now part of IWG, where work gets smarter—for employees, businesses, and the planet. As the world’s largest flexible workspace provider, we connect over 250,000 organisations with office space, coworking memberships, virtual offices, and meeting rooms. We deliver market-leading data, expert consulting in portfolio strategy, procurement, and sustainability, and empower 20,000 landlord, operator, and investor partners to capture flex demand and boost asset performance.
With global clients like Prudential, Booking.com, Shell, Jaguar Land Rover, GSK, and Hines, our teams operate across virtual and physical offices in London, Paris, New York, Hong Kong, Singapore, Sydney, and beyond.
Join a dynamic business named one of the Best Places to Work in Property, and featured in the Sunday Times HSBC International Track 200. Build your career where innovation meets opportunity—and help shape the future of work.
Job Purpose
This role is responsible for managing all aspects of operational delivery and client relationships for the client site. You will have full responsibility for any facilities and workplace services, your client’s satisfaction and service experience, and their commercial performance. You will become the backbone of the office, living and breathing the client’s core values, and striving to achieve their mission throughout the office.
Key Responsibilities
- Be on-site five days per week at FMC Tower in Philadelphia.
- Occasional weekend, after, or before normal business hours work.
- Delivering a full-service facilities operation and workplace experience that feels like a 5-star hotel.
- Creating a welcoming and collaborative workplace through proactive management and by building an outstanding relationship with all key stakeholders.
- Create excellent relationships with outsourced or client’s suppliers, driving performance, communication, and motivation.
- Proactively address service issues, complaints/escalations, inspections...including agreeing action plans with all stakeholders as needed.
- Manage landlord services and vendor relationships; ensure service charge obligations are met.
- Creating excellent relationships with outsourced providers or client’s suppliers, driving performance, communication, and motivation.
- Provide accurate and useful monthly/quarterly internal/external reporting.
- Serve as back-up to the Account Director/Head of Operations that is based in Durham, NC.
- Ensuring all hard and soft facilities services are delivered to specification and all planned or reactive activities meet SLEs and agreed process, cost, and reporting requirements.
- Supporting incident management: taking ownership for client communication, services providers’ response, and any incident reports or handover notes.
- Developing proposals for clients.
- Ensuring adherence to all regulatory compliance and EH&S requirements.
- Liaising with suppliers and members of the broader outsourced team including cleaning and maintenance teams.
- Undertaking regular quality checks / audits and ensuring customer satisfaction.
- Any other ad hoc duties required supporting the employee journey and facilities delivery services.
- Event management: you will play a key role in supporting companywide events and townhalls.
- Minimum of 5 years of experience with facilities management is required.
- Experience with some experience in hospitality is preferred.
- Experience in managing effective and positive relationships with outsourced suppliers.
- Previous incident and safety management experience is required.
- Experience creating professional operational reports for external stakeholders.
- Experience with finance systems is preferred.
- Self-motivated and driven with a “yes” mentality and keen to drive improvement.
- Excellent attention to detail, highly organized, multi-tasker
- A natural and confident communicator, with exceptional interpersonal skills and the ability to build relationships at all levels.
- Superior client management skills, with an awareness of account management principles.
- An enthusiastic, personal, and proactive approach to service delivery and customer satisfaction.
- You must be able to stay calm and enact a detailed plan in the event of an emergency.
- Solid business acumen is required.
- Excellent Microsoft suite skills is required.
We are The Instant Group, now part of IWG, where work gets smarter—for employees, businesses, and the planet. As the world’s largest flexible workspace provider, we connect over 250,000 organisations with office space, coworking memberships, virtual offices, and meeting rooms. We deliver market-leading data, expert consulting in portfolio strategy, procurement, and sustainability, and empower 20,000 landlord, operator, and investor partners to capture flex demand and boost asset performance.
With global clients like Prudential, Booking.com, Shell, Jaguar Land Rover, GSK, and Hines, our teams operate across virtual and physical offices in London, Paris, New York, Hong Kong, Singapore, Sydney, and beyond.
Join a dynamic business named one of the Best Places to Work in Property, and featured in the Sunday Times HSBC International Track 200. Build your career where innovation meets opportunity—and help shape the future of work.