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Facilities Management

Service Delivery Manager – South West – 46444
£30,989 - £41,095
Multiple Locations


We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and a sense of belonging. To find out more about how we do this visit:


The MoJ Property Directorate is a customer focused organisation that exists to enable our customers to perform to their very best.  We do this by providing high quality, easy to use services, and working environments that our customers want to work in, which support them to deliver their individual outputs efficiently.  Our job is to manage one of the most diverse and complex estates in Government – hosted by the Ministry of Justice (MoJ).  As of 2 April 2021, the Prisons Maintenance Group (or PMG) join MoJ Estates Directorate and the team receives a new title, MoJ Property.   This change will align us with our Profession – the Property Profession – and brings together a property portfolio including Prisons, Probation, and MoJ HQ and Arm’s Length Bodies.  We also provide property services on behalf of the Home Office.

MoJ Property provides specialist services including facilities management, health and safety, fire safety and security, technical design expertise, and sustainability.  We also have business management teams who support the entire Directorate and each of our partners is supported by account management teams.  We are responsible for a great deal – our portfolio consists of properties valued at £8.5bn for the MoJ alone.  We are part of the Government Property Profession (GPP) and through active membership and engagement we will work with the Office of Government Property to develop the maturity of the profession and also encourage our people to join the GPP. We continue to build our capability through training and recruitment, aspiring to be the best that we can be as individuals and as a directorate.

We continue to deliver new ways of working across our portfolio – leading on the scale and pace of activity for central government – proposing ways to achieve, and then providing more dynamic and flexible workspace, while driving down the cost of the estate.

Team Overview

This is a key contract management role also requiring specialist knowledge, with responsibility for overseeing the delivery of the total facilities management (TFM) contract and works projects across a number of establishments, for defining projects and for technical and statutory assurance.

Note: The custodial TFM contract includes maintenance of buildings, equipment and grounds, Health and Safety and Fire safety maintenance, small-scale works and building projects, management of stores, cleaning of non-prisoner areas, waste, energy and environmental management and escorts for contractors and their vehicles.


The job holder will be responsible for the TFM contract and works projects across a number of establishments within a region, for defining projects and for technical assurance.

This role requires working unpredictable and unsocial hours sometimes at short notice, and to be on call to provide advice or attend sites at any time.

Reporting to the Regional Estate Manager (REM) and contributing to the delivery of establishment business plans the SDM will maintain contact and influence Governors or their representatives to ensure works and FM services are effective, that any issues are addressed.

This is a specialist role: FM and technical competence within the custodial estate is essential.

This is a nonoperational job.

Job Description, Duties and Responsibilities

Responsibilities will include the following:

  • Responsible for managing the transition to the delivery of services through the new contract and operating model in respect of a number of designated prisons and other HMPPS sites.
  • Responsible for the day to day management of the TFM contract across a number of public sector prisons within a region including during unsocial hours where required.
  • Responsible for overseeing the delivery of additional works projects up to £150K.
  • Responsible for technical assurance to REM and governors and providing technical advice on delivery of the TFM contract in relation to all aspects of maintenance, repairs, improvements and standards including providing advice and support during unsocial hours.


  • Day-to-day monitoring and measurement of the delivery performance of the TFM contract through MI data and visual inspections of the facilities at establishments.
  • Responsible for ensuring through an appropriate level of sample checks and monitoring that the work carried out by contractors is in accordance with the contract in terms of quality, compliance and specification, liaising with external stakeholders and influencing and instructing the contractor to resolve any delivery issues that arise but escalating to REM as appropriate.
  • Responsible for managing the delivery by contractors of statutory and mandatory requirements for maintenance and a planned maintenance programme for the buildings, plant, equipment and systems of establishments and supporting validation of condition surveys of assets.
  • Performance managing the achievement of qualitative and quantitative standards including Key Performance Indicators.
  • Reviewing delivery of services compared against Contractor Method Statements and challenging when these are not met.
  • Consider whether early warning notices and compensation events are required and advise REM accordingly.
  • Monitor Early Warning Notices to ensure they are being addressed and ensure mitigation plans and risk register including early warning matters are in place and maintained.
  • Reporting MI data on the performance of the contractor to the Regional Estate Manager.
  • Monitor and assess the validity of KPI and other data flowing from contractors.
  • Reporting MI data to establishment Governing Governors on contract delivery performance and to address any local issues that may need to be addressed and effectively controlling and monitoring the budget and spend on the contract (subject to any approval of spend by locally or by the REM dependent on funding lead).
  • Responsible for contributing on a quarterly basis to update report coordinated by SM for MoJ contract management oversight purposes, reflecting any material changes to the contract or performance, any remedial action / recovery plans that have been put in place and changes to the contract plan.
  • Ensure all risks and issues are addressed to resolve or are escalated and logged as per agreed risk management strategy.
  • Responsible for checking that permits to work are issued in accordance with HMPPS, contractual and statutory requirements.
  • Responsible for agreeing schedules for short and medium term planning for estates and maintenance work with the contractors, ensuring immediate requests for maintenance and repair activity (which may threaten physical security) or accommodation availability are prioritised.
  • Accountable for regularly reviewing maintenance progress by contract service providers, liaising with MOJ Property on the planning and delivery of new builds, refurbishments and change of use across the sites, adhering to statutory planning and legislation including Construction Design and Management regulations.
  • Work in conjunction with service providers to deliver projects identified within regional business plans including development opportunities and new initiatives including infrastructure, building and environmental changes and improvements.
  • Responsible for assuring the REM and Governors that establishments meet statutory and mandatory obligations and advising where action is required; and responsible for carrying out a monitoring programme to underpin this assurance.
  • Accountable to the REM for the continued integrity of Public Sector Prisons property boundaries and for preventing any encroachment by amongst other activities ensuring an annual physical inspection of estate boundaries is completed in conjunction with TFM contractor and the Governor with a report and action plan as required for all establishments within the SDM’s area of responsibility.
  • In support of the REM contribute to the annual review of the TFM contract.
  • Responsible for monitoring all contractors’ adherence to the local security strategy.
  • Responsible for ensuring that Waste Management/ Recycling, Energy Management and Biodiversity sustainability strategies are in place and adhered to by contractors.
  • Responsible for ensuring that contractors manage a) locks; b) tools and keys; c) in compliance with local and national Policy d) ensure that locking schedules are kept up to date
  • Responsible for ensuring that all performance and management information about services and projects including new build & change of use projects is entered onto relevant systems (Planet FM CAFM/ CAIP/ 4projects).
  • Responsible for ensuring management of stock levels in stores in accordance with KPI 16 (NB Does not refer to RID stores in HSE).
  • Responsible for monitoring stock control of essential on-site maintenance items and to identify and communicate order requirements.
  • Responsible for ensuring all relevant statutory and mandatory legislation is complied with by contractors and that the contractor is complying with the MoJ Technical Standards.
  • Complete and submit returns accurately and on time as required and provide data and information to TSols in relation to litigation claims.

Additional works projects

  • Identify the requirement for all works projects including contribution to business cases and bids, and provide specialist information to the REM by completing relevant documentation to support the procurement process, this includes monitoring and assessing progress until completion (handing over project management to MoJ ED for projects over £150K).
  • Define and oversee delivery of portfolio of relevant maintenance projects (additional works projects under £150k) ensuring they meet cost, quality, time and budget allocations.
  • Act as liaison between the establishment, the REM and the project delivery group on projects over £150k to ensure effective communication and control.

Budget and payment

  • Responsible for exercising delegated budgetary authority for reactive repairs (where these exceed the contract threshold of £750), vandalism and ad-hoc services and seeking approval from REM for all spend above their delegation.
  • Manage delegated budgets in compliance with the Finance, Procurement and Materials Management policies including monitoring financial position against budget and taking action to remain within budget.
  • Verification of applications for payment by reference to MI data and visual inspections of the facilities.
  • Responsible for ensuring the TFM contract delivers within the approved budgetary and financial limits and that procured goods and services represent value for money.

Technical and specialist

  • Responsible with H & S manager for ensuring contractors comply with Health and Safety legislation.
  • Ensure risk assessments are undertaken by contractor and that contractor staff are made aware of their personal responsibility towards Health and Safety compliance.
  • Responsible with the establishment security department and the contractor for completing the physical security audit and producing a local action plan identifying corrective actions and solutions for the built environment.
  • Liaise with contractors and MoJ ED in the creation of environmental sustainability initiatives and monitor delivery against the local action plan.
  • Advise stakeholders such as governor, SMT and contractor as appropriate in conjunction with Health and Safety on specialist estates related matters including Construction Design Management (CDM) compliance, water management, gas and asbestos ensuring all relevant risks are managed.
  • In conjunction with TFM contractor contribute to the Preparation of the establishment contingency and emergency plans and ensure implementation.
  • In conjunction with the TFM contractor and, where appropriate with the REM, provide specialist advice and support in the event of operational emergencies whether during normal working day, out of hours, at weekends or on bank holidays, and providing technical management assistance and support to Governors during incidents as part of the Command Team.
  • In conjunction with TFM contractor ensure actions relating to estates arising from Standards Audit, HM Inspectorate of Prisons Action Plans, Managing Quality of Prison Life (MQPL) surveys including local self-audit action plans and strategies are delivered through the contract.

Undertake other management tasks including:

  • Promote Prison Service policy in all activities and behaviours e.g. promote diversity, decency, safety and reducing reoffending agendas.
  • Provide leadership and management of the Function. Will have the skills to apply all Human Resources (HR) related policies and practices and be able to carry out all aspects of people management such as Attendance Management, Disciplinary Investigations, Performance Management and Staff Appraisals.
  • Provide input to training and capability management to ensure staff within contract management hierarchy are appropriately trained to the required level.
  • Manage Prisoners Complaints Process within the Function.
  • Responsible for ensuring all litigation claims relevant to the area have been dealt with in accordance with policy.
  • Oversee the compilation and regular progress reporting of performance improvement programmes.
  • Manage the appropriate authorisation of Financial Compliance Statements.
  • Manage devolved budgets in accordance with the financial procedures outlined in the budget delegation.
  • Ensure that the Function produces and analyses audit and establishment performance management information identifying variances and areas requiring improvements and work with establishments to implement actions and manage progress.
  • Contribute to the establishment’s overall achievement of (SDIs) and standards and be accountable for the performance and delivery of targets relating to the budget.
  • Responsible for ensuring implementation of all local and national policies relating to the Function, and ensure procedures implemented are compliant, including the development of new policies.
  • Contribute to the development and delivery of the mediumtolong term strategic business plan for the establishment / region, with overall responsibility for implementation within their Function.
  • Attend relevant boards/meetings and actively contribute either as chair or team member.
  • Responsible for ensuring the defined work areas and associated activities of contractors comply with Health and Safety legislation. Ensure all risk assessments are undertaken by contractors and staff are made aware of their personal responsibility towards Health and Safety compliance.
  • Work collaboratively and provide constructive challenge to colleagues to ensure that their own and other Functions are joined up and together contribute towards the overall delivery of the establishment’s performance.
  • Contribute to the preparation of the establishment contingency and emergency plans and ensure implementation when required.
  • Ensure the effective use of staff resources and the provision of training.
  • Produce relevant reports as required and ensure that responses to correspondence are within agreed timescales.
  • Carry out investigations and administration including those in relation to incidents of potential discrimination and report on findings.
  • Accountable for ensuring actions arising from Standard Audit, Her Majesty Inspectorate of Prisons (HMIP) Action Plans and Managing Quality of Prison Life.
  • Actively encourage staff engagement within the Function to ensure objectives are met.

Expectations of post holder in executing the role

  • Drive and resilience.
  • Prioritisation skills
  • Communication skills and ability to communicate to a senior audience, adapting style appropriately
  • Attention to detail

Skills and Experience

  • Essential to have strong commercial and financial awareness, drive and resilience, effective team working and interpersonal skills and ability to work accurately under pressure.
  • Essential to have relevant project management, contract management and change management experience including experience of managing transition.

Highly Desirable

  • Must have experience in managing a diverse estate portfolio preferably with custodial characteristics.


  • Must have relevant technical or trade experience and qualification.
  • Must have industry recognised qualification equivalent to the BTEC Advanced Diploma in Maintenance Management covering building technology, contract and measurement procedures, mechanical technology and electrical technology.
  • Essential to hold National Examination Board Occupational Safety Health – National Certificate in Construction Health and Safety.
  • Must have completed the National Engineering and Construction Contracts Accredited Training and have or be able to rapidly acquire excellent understanding of the TFM contract, NEC3 provisions and the associated processes.

Government Property Profession (GPP) Technical Skills

The GPP Framework is aimed at staff working in property or property-related roles and consider property to be their career anchor profession. This usually encompasses posts where professional qualifications and experience are directly relevant to the work being undertaken. However, it is also applicable to those who are currently not qualified property practitioners but wish to make this their profession of choice. Those with a property background at any level are encouraged to register with the GPP, which exists to support property practitioners at all levels. Details of the GPP Career Framework can be found at:–2

This role falls under Facilities Management Practitioner and the following Technical Skill will be tested during the selection process:

  • Customer Service – Level 3


We will assess you against some or all of these behaviours during the selection process:

  • Making Effective Decisions
  • Managing a Quality Service
  • Communicating and Influencing
  • Leadership
  • Seeing the bigger picture

Flexible working hours

The Property Directorate offers a flexible working system in many teams.

Requests for reduced hours contracts will be considered in line with business needs. 

The Property Directorate offers flexible working subject to local agreement.

This post is advertised as Permanent & Full Time, part-time applicants will be considered     under job share arrangements. The unit is supportive of and encourages flexible working and compressed hours candidates will also be considered. Non-civil service candidates would typically start on the pay band minimum.

Additional Information

CTC level National Security Clearance is required for this role. Central Government policy dictates that applicants for National Security Clearance must be a resident in the UK for these minimum periods:

  • CTC – 3 years
  • SC – 5 years
  • DV – 10 years

Working Arrangements & Further Information

Some of MoJ’s terms and conditions of service are changing as part of Civil Service reform. The changes will apply to staff joining MoJ who are new to the Civil Service. Staff joining MoJ from other civil service employers will transfer onto the new MoJ terms if they are already on ‘modernised’ terms in their current post or onto ‘unmodernised’ MoJ terms if they are on ‘unmodernised’ terms at their current post. Details will be available if an offer is made.

Flexible working hours

The Ministry of Justice offers a flexible working system in many offices.


The MoJ offers a range of benefits:

The pay structure is being consulted upon and therefore the pay advertised/offered may change depending on the outcome of the consultation.  If you have any concerns, please check what the situation is before accepting any offer. 

Annual Leave

Annual leave is 25 days on appointment and will increase to 30 days after five years’ service.

There is also a scheme to allow qualifying staff to buy or sell up to three days leave each year. Additional paid time off for public holidays and 1 privilege day. Leave for part-time and job share posts will be calculated on a pro-rata basis.


The Civil Service offers a choice of pension schemes, giving you the flexibility to choose the pension that suits you best.


The Ministry of Justice is committed to staff development and offers an extensive range of training and development opportunities.


  • A range of ‘Family Friendly’ policies such as opportunities to work reduced hours or job share.
  • Access to flexible benefits such as voluntary benefits,retail vouchers and discounts on a range of goods and services.
  • For any moves across the Civil Service may have implications on your ability to carry on claiming childcare vouchers
  • Paid paternity, adoption and maternity leave.
  • Free annual sight tests for employees who use computer screens.


The opportunity to join employee-run networks that have been established to provide advice and support and to enable the views of employees from minority groups to be expressed direct to senior management. There are currently networks for employees of minority ethnic origin, employees with disabilities, employees with caring responsibilities, women employees, and lesbian, gay, bisexual and transgender employees.

Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission’s recruitment principles. Should you feel that the recruitment process has breached the recruitment principles you are able to raise a formal complaint in the following order

1-    To Shared Service Connected Ltd (0845 241 5358 (Monday to Friday 8am – 6pm) or e mail;

2-    To Ministry of Justice Resourcing (;

3-    To the Civil Service Commission (details available here)

The Civil Service embraces diversity and promotes equality of opportunity.

There is a guaranteed interview scheme (GIS) for candidates with disabilities who meet the minimum selection criteria.

Grading Structure Review

The Ministry of Justice is currently undergoing a review of posts which are currently graded at Band A to realign our grading structure with the majority of the wider Civil Service.

Posts advertised at Band A may be graded at either Grade 6 or Grade 7 once the review has taken place.