As a Head of Property Management – Executive Director in Global Real Estate department you will be accountable for end-to-end property management and day-to-day site leadership for Riverside London. This role ensures a safe, compliant, high-performing, and client-ready workplace, delivering excellent occupant experience, strong operational governance, and effective vendor and cost management. You will partner closely with Global Real Estate leadership and internal stakeholders to execute site strategy, service standards, and continuous improvement.

You will deliver consistent achievement of agreed SLAs/KPIs and high stakeholder satisfaction, strong safety performance, compliant operations, and positive audit outcomes with timely closure of findings. You will also ensure budget is delivered within plan with documented value initiatives and reduced recurring issues through root cause elimination and improved asset/service reliability.

Job Responsibilities

• Partner with project, design, engineering, workplace, technology, and security teams to ensure operational, service, and occupant requirements are incorporated into building delivery and occupancy planning.
• Build recommendations for the future-state operating model for Riverside London, including governance, staffing, vendor strategy, service standards, controls, and performance measures.
• Advise on operational readiness activities, ensuring successful commissioning, vendor mobilization, documentation, training, and transition from project delivery to steady-state operations; partner with project teams on site works and change activity (refurbishments, relocations, commissioning, maintenance windows), ensuring minimal business disruption.
• Own overall site performance across property management and workplace services, ensuring consistent service delivery and issue resolution; manage key service provider relationships (e.g., facilities, engineering, cleaning, reception, mailroom, waste, pest control, landscaping, catering where applicable).
• Lead the on-site operating model, setting priorities, routines, and standards for a high-visibility facility; drive a “one-team” culture across internal teams and service partners.
• Ensure adherence to all applicable health, safety, security, and regulatory requirements; maintain audit-ready documentation and control; chair/lead site governance forums (e.g., operational reviews, risk and controls routines) and manage incident/escalation processes.
• Own performance management against SLAs/KPIs, including service recovery, root cause analysis, and corrective actions; identify savings opportunities while protecting safety, compliance, and occupant experience.
• Oversee contract compliance, change controls, and continuous improvement initiatives; ensure operational readiness for new services, spaces, or vendors (mobilizations/demobilizations).
• Own the site operating budget and forecasting, delivering cost discipline, value-for-money, and transparent reporting.
• Act as the primary point of contact for senior stakeholders at Riverside London, managing expectations and communications; build a proactive, service-oriented environment; manage feedback loops and improve satisfaction.
• Monitor and report site performance (operational, financial, safety, service quality) using dashboards and governance packs; use data to reduce repeat issues, improve reliability, and standardize best practices.

Required qualifications, skills and capabilities

• Significant experience leading property management/site operations in a complex, multi-stakeholder environment
• Demonstrated strength in risk management, operational controls, and audit readiness.
• Proven vendor management experience, including SLA governance, performance improvement, and commercial acumen.
• Budget ownership and strong financial management discipline.
• Strong leadership presence with the ability to influence senior stakeholders and lead cross-functional teams.
• Excellent communication skills—clear, concise, and action-oriented.

Preferred Qualifications, skills and capabilities

• Relevant facilities/property qualifications and/or professional accreditation (e.g., IWFM, RICS or equivalent).
• Experience with integrated facilities management models and large critical/complex buildings.
• Familiarity with CAFM/CMMS, service performance analytics, and structured problem-solving.
• Work experience in financial services or similarly regulated environments preferred