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General Services Manager – Facilities Management (Soft & Hard Services) – GMP

I am recruiting on behalf of a leading Facilities Management (FM) company. The General Services Manager oversees the delivery of all on‑site FM services – including soft services (cleaning, catering, reception, waste, landscaping, security, mailroom, etc.) and hard services – within a GMP‑regulated environment, ensuring operations run smoothly, safely, and to a high standard. This role serves as the primary point of contact for the client and is responsible for service delivery, compliance, performance, and continuous improvement.

Key Responsibilities

• Service & Contract Management – Manage the effective delivery of all FM services, including soft services (cleaning, catering, reception, waste, security, landscaping) and other operational support services.
• Ensure contractual obligations are fully understood and consistently met.
• Monitor service performance, resolve issues promptly, and drive quality improvements.
• Financial Management – Oversee site budgets, cost control, and operational expenditure.
• Prepare and analyse monthly financial and performance reports.
• Manage invoicing, forecasting, and financial optimisation.
• Client Relationship Management – Develop and maintain strong working relationships with the client and key stakeholders.
• Lead regular performance review meetings.
• Ensure client needs, service expectations, and compliance requirements are met.
• Compliance, Safety & Risk – Ensure all health & safety, environmental, and regulatory standards are adhered to.
• Oversee vendor compliance and ensure all FM team members are fully trained and competent.
• Manage audits, risk registers, and business continuity processes.
• Team Leadership & People Management – Lead, motivate, and support the onsite FM team across soft and hard services.
• Manage recruitment, training, development, and team performance.
• Foster strong communication and a positive, collaborative workplace culture.
• Business Development & Continuous Improvement – Identify opportunities to enhance or expand services, particularly across soft service lines.
• Work with internal support teams and subject matter experts to deliver improvements.
• Promote innovation, efficiency, and best‑practice adoption.

Key Success Measures

• Consistent achievement of KPIs and financial targets.
• High levels of client satisfaction and proactive relationship management.
• Engaged, high‑performing FM team.
• Safe, compliant, and cost‑effective service delivery across soft and hard services.
• Implementation of service upgrades, efficiencies, and innovations.

Skills & Experience

• Strong experience managing FM operations, including soft services, within a regulated or outsourced environment.
• Excellent client management and communication skills.
• Solid financial understanding (budgeting, P&L ownership, KPI management).
• Minimum 5 years’ experience in GMP/GDP or similarly regulated settings.
• Strong leadership, problem‑solving, and people management skills.
• Proven ability to manage compliance, labour planning, and service performance.
• Experience in pharmaceutical, manufacturing, FMCG, or other highly regulated environments.
• Technical or FM-related qualifications – Desirable
• Safety qualification – Desirable
• Facilities Management certifications – Desirable

Ready to Take the Next Step?

If you’re an experienced FM professional looking to lead a high‑performing team and deliver best‑in‑class soft and hard services, apply now.

#HospSenior