Main Purpose of the Job

The NBI Partnership (NBIP) provides non-scientific services to research institutes based on the Norwich Research Park, a globally recognised centre for bioscience innovation. The park is home to leading research institutes - including the John Innes Centre (JIC), Quadram Institute Bioscience (QIB), Earlham Institute (EI), and The Sainsbury Laboratory (TSL) - supporting cutting-edge research in food security, health, and environmental sustainability. NBIP provides the facilities management (FM) services to the JIC’s, TSL’s and EI’s estates and buildings.

The Facilities Department ensures the seamless operation of NBIP and the Institutes it supports by managing essential support services, including:
• Facilities Helpdesk & Business Systems system – Overseeing service requests, fault reporting, and work coordination.
• Security & Access Management – Managing site security, access control, and emergency response.
• Soft Services Management – Ensuring effective delivery of cleaning, waste management, catering, reception, and porterage.
• Contract & Supplier Management – Managing outsourced service providers and ensuring compliance with SLAs.
• Business Continuity & Incident Management – Developing and maintaining business continuity plans for NBIP (BCP).
• Compliance, Insurance & Risk Management – Ensuring adherence to health, safety, and environmental policies.
• Mechanical, Electrical & Building Fabric Maintenance – Supporting maintenance and infrastructure services.
• Project Management & Minor Works – Overseeing small-scale facilities projects.

The FM Support Services Manager is responsible for the efficient and effective delivery of support services across NBIP and the Institutes. Reporting to the Head of Facilities, this role leads key functions including security, cleaning, waste management, catering, insurance, and supplier contract management to support the organisation’s research and operational needs.

This role manages three direct reports and oversees several key service partner contracts. It also serves as the primary liaison with Anglian Innovation Partnership (AIP) on matters such as catering, campus services, and car parking, including thoroughfare and grounds maintenance.

A strong leader with strategic thinking and stakeholder engagement skills, the FM Support Services Manager drives continuous improvement, service excellence, and compliance with industry standards.

Key Relationships

Internal: Head of Facilities (Line Manager), Reception Supervisor, Cleaning Supervisor, Janitor Supervisor, Contract Supervisor, FM Business Partner, FM Hub Manager, Maintenance Operations Manager, Minor works and Building Infrastructure Manager, Helpdesk & Business Systems Supervisor, Security, Cleaning, Reception, and Catering Teams, Operational and Lab Managers & Building Users, and EI’s Business Support team.

External: Service Providers & Contractors, Security Agencies & Emergency Services, Regulatory Bodies & Compliance Inspectors, Insurance Providers
 

Main Activities & Responsibilities

Leadership & Strategic Management
• Oversee and manage security, soft services, and supplier contracts.
• Develop and implement strategic plans to enhance the efficiency and effectiveness of support services.
• Ensure facilities operations align with the Institutes’ research and operational objectives as well as NBIPs objectives.
• Lead, mentor, and develop the FM Support Services Team, ensuring high performance and engagement.
• Manage support services budgets with full accountability for cost control.
• Oversee key service partner contracts including security, catering, waste, and insurance.
• Deputise for the Head of Facilities on matters related to support services.
• Serve as primary liaison with AIP, focusing on catering, campus services, and car parking.
• Support NGI and capital projects by developing and improving waste, cleaning, and catering strategies.
• Act as client lead and owner of the CCTV and access control systems, working with the EI Business Support team as needed who locally manage systems within the EI Building.

Operational Management
• Analyse Business Systems data to identify trends, improve response times, and enhance efficiency.
• Work with the FM Business Partner to provide data-driven insights for performance monitoring.
• Drive continuous improvement to ensure customer-focused service delivery.

Soft Services Management
• Oversee cleaning, catering, waste management, and front-of-house services, ensuring high standards.
• Implement best practices for sustainability, waste reduction, and operational efficiency.
• Conduct regular site audits to ensure compliance and contractual performance.
• Develop and sustain relationships with key stakeholders.

Security & Access Management
• Manage site security services, including contracted security staff, access control, and CCTV.
• Ensure robust incident response procedures, coordinating with emergency services when necessary.
• Work with internal stakeholders to manage security risks, access controls and mitigate threats.
• Oversee visitor management protocols, ensuring compliance with site security policies.

Business Continuity & Incident Management
• Work with the FM Business Partner and Head of Facilities to develop and implement BCP strategies.
• Lead and coordinate incident response, ensuring effective communication and resolution during critical events.
• Strong focus on fire evacuation and incident response, both in and out of hours.
• Help coordinate NBIP’s BCP drills and emergency preparedness exercises with security, H&S, and FM teams.
• Ensure NBIP’s BCP strategies align with overall organisational resilience and Institutes’ BCPs.

Contract & Supplier Management
• Oversee outsourced service contracts for security, cleaning, waste, catering, and other support services.
• Monitor contractor performance, ensuring compliance with SLAs, KPIs, and regulatory standards.
• Conduct quality assurance audits to ensure high service delivery and value for money.
• Support procurement activities, ensuring contracts align with NBIP’s operational and financial objectives.

Compliance & Risk Management
• Ensure facilities support services comply with health, safety, and environmental regulations.
• Work with the Facilities Compliance Team to maintain documentation, audits, and inspections.
• Develop and implement risk management strategies to mitigate operational vulnerabilities within FM Support Services team and wider NBIP facilities team
• Promote a strong health & safety culture across all FM support services and contractors.
• Serve as the primary contact for day-to-day insurance matters.

Continuous Improvement & Innovation
• Identify and implement best practices to enhance service efficiency.
• Explore smart building technologies and automation to improve performance.
• Drive sustainability initiatives within soft services and security operations.
• Foster a culture of continuous improvement, ensuring staff and contractors contribute to service enhancements.

Additional Duties
• Support budget planning and financial reporting for facilities support services.
• Participate in cross-functional projects, ensuring facilities support is integrated into organisational planning.
• Provide regular reports and updates to the Head of Facilities on KPIs and service improvements.
• As agreed with the line manager, any other duties commensurate with the nature of the post.

Education & Qualifications

Requirement

Importance

IWFM or ILM Level 5 in Facilities Management (or equivalent experience)

Essential

Qualification in Health & Safety compliance (e.g., IOSH Managing Safely, NEBOSH Certificate)

Essential

SIA accreditation

Desirable

Specialist Knowledge & Skills

Requirement

Importance

Experience in research, pharmaceutical, or public sector environments

Essential

Knowledge of smart building technologies and sustainability initiatives

Essential

Knowledge of FM software (e.g., Concept Evolution, Planon, Maximo) and FM Operating models

Essential

Knowledge and associated experience in service partner tendering and procurement

Essential

Ability to develop Soft FM contract specifications and operating models

Essential

Advanced Microsoft Office skills (Excel, PowerPoint, Outlook) for reporting and analytics

Essential

Ability to generate and present performance reports and presentations to senior stakeholders

Essential

Relevant Experience

Requirement

Importance

Extensive experience in facilities management, focusing on support services and operations

Essential

Strong track record in contract management, supplier performance monitoring, and budget oversight

Essential

Extensive knowledge of GMP catering contract models

Essential

Proven ability to lead security, soft services, insurance administration, and business continuity functions

Essential

Strong experience in Soft FM and building management

Essential

Extensive experience in service partner contract management

Essential

Interpersonal & Communication Skills

Requirement

Importance

Excellent stakeholder engagement and relationship management skills

Essential

Strong problem-solving and decision-making abilities

Essential

Ability to communicate effectively with associated teams, researchers, and senior leadership

Essential

Good interpersonal skills, with the ability to work as part of a team

Essential

Additional Requirements

Requirement

Importance

Attention to detail

Essential

Promotes equality and values diversity

Essential

Willingness to embrace the expected values and behaviours of all staff at the Partnership, ensuring it is a great place to work

Essential

Able to present a positive image of self and the Partnership

Essential

Ability to maintain confidentiality and security of information where appropriate

Essential

Willingness to work outside standard working hours when required

Essential

NBI Partnership

The NBI Partnership provides non-scientific services to the John Innes Centre (JIC), Quadram Institute Bioscience (QIB), Earlham Institute (EI) and The Sainsbury Laboratory (TSL). All of these organisations carry out scientific research funded by the UK Government, European Union, Charitable and Industrial Sponsors. The Partnership employs around 140 staff to cater for the needs of approximately 1100 Research Staff, Students and Visiting Scientists who are all located in close proximity on the Norwich Research Park.

The John Innes Centre, Quadram Institute Bioscience, the Earlham Institute and The Sainsbury Laboratory are registered charities (No’s 223852, 1058499, 1136213 and 106550) and are Equal Opportunity Employers.

For more information about working at NBI Partnership, please click here.

Department

Facilities

Living in Norfolk

• Visit Norfolk
• Schools in Norfolk
• Childcare in Norfolk

FM Support Services Manager

The Norwich Bioscience Institutes Partnership (NBIP) has an exciting opportunity for a FM Support Services Manager to join their busy Facilities department.

Background:

The Norwich Bioscience Institutes support a cluster of internationally renowned research organisations, working to tackle major challenges of the 21st Century – the sustainability of our environment, our food supplies and healthy ageing. 

The NBI Partnership provides high quality, non-scientific support services for the diverse community of staff, students and visiting workers at the Institutes (the Earlham Institute, John Innes Centre, The Sainsbury Laboratory and Quadram Institute Bioscience) and for the NBI Partnership.

Based on the Norwich Research Park amongst 230 hectares of parkland, you will be joining a committed, professional and welcoming team.  In addition, you will enjoy a competitive salary and annual leave, our defined contribution pension scheme, excellent recreational facilities and a range of other employee benefits.

The Facilities Department provides unique Facilities Management Services to the John Innes Centre, The Sainsbury Laboratory and the Earlham Institute. Our prime objective is to deliver safe, high quality scientific environments, which support scientists involved with world class research.

The role:

The FM Support Services Manager is responsible for the efficient and effective delivery of soft support services across NBIP and the Institutes. Reporting to the Head of Facilities, this role leads key operational areas including security, cleaning, waste management, catering, insurance, and supplier contract management to support the organisation’s research and operational needs.

We are looking for a dynamic leader to drive the development of soft services during a period of exciting transformation and infrastructure development on site. The successful candidate will have experience in developing and implementing soft services operational models and be passionate about leading teams through change. You will be an excellent communicator, capable of building strong relationships with stakeholders across a complex and diverse environment.

This is a pivotal role that combines strategic oversight with hands-on management, driving continuous improvement, service excellence, and compliance with industry standards.

The ideal candidate:

The ideal candidate will bring:
• IWFM or ILM Level 5 in Facilities Management (or equivalent experience)
• A recognised Health & Safety qualification (e.g., IOSH Managing Safely or NEBOSH Certificate)
• Proven experience in developing and managing soft FM operational models
• A strong track record in facilities management with a focus on support services and operations
• Experience in leading diverse teams and driving cultural and service improvement
• Excellent stakeholder engagement and communication skills
• Knowledge of smart building technologies and sustainability initiatives
• Proficiency in FM software (e.g., Concept Evolution, Planon, Maximo)

Experience in contract negotiation and management, supplier performance monitoring, and budget oversight is also essential for success in this role.

Additional information:

Salary on appointment will be within the range £45,450 to £56,750 per annum depending on qualifications and experience. This is a full-time post offered on an indefinite basis.

The NBI Partnership is an equal opportunities and disability confident employer. We are committed to attracting, recruiting and retaining the best talent, and welcome all applications.

The closing date for applications will be 31 July 2025.