Background
Following a successful placement for Toyota GB's Senior Facilities Manager role, Maxwell Stephens was recommended by Toyota to its service provider, Dalkia. As a result, we were engaged to recruit a Contracts Manager to oversee the full facilities provision at Toyota's Epsom site.
This was a pivotal hire for Dalkia. The successful candidate would be responsible not only for delivering outstanding hard FM services but also for representing Dalkia as a trusted partner on site: maintaining high standards, building strong client relationships and driving service improvements.
The Brief
Dalkia needed someone who could:
- Take full ownership of site delivery and compliance
- Lead and motivate a multi-skilled maintenance team
- Manage a complex planned and reactive maintenance schedule
- Build a collaborative, "one team" culture with Toyota
- Report on performance, manage budgets and drive efficiencies
It was critical that this person had strong technical knowledge, especially in mechanical and electrical systems, experience managing large contracts, and a people-first leadership style.
A Contracts Manager on a service provider's account carries a dual accountability that makes these roles harder to fill than an in-house equivalent. They answer to their employer on contract performance and margin, and to the client on the day-to-day experience of the site, and the two are not always pulling in the same direction. Candidates who are technically strong but uncomfortable in front of a client, or who are good with people but light on M&E, tend to struggle within months.
Our Approach
With a clear understanding of Dalkia's expectations and, from our earlier work, of Toyota's working culture, we launched a focused search for candidates with:
- Experience in hard FM across commercial environments
- IOSH or NEBOSH certification
- Proven contract and performance management skills
- Financial and commercial awareness
- The ability to liaise confidently with both senior stakeholders and front-line teams
We shortlisted several standout candidates and supported Dalkia throughout the interview and offer process, providing insight on each applicant's technical capability, leadership style and cultural fit.
The Outcome
We placed a highly experienced Contracts Manager who brought exactly the blend of operational expertise and leadership Dalkia needed. Their proactive mindset and strong communication skills have already helped improve team morale, streamline service delivery and strengthen collaboration with the Toyota GB facilities team.
Why This Placement Worked
Having recruited for the client side of the same site, Maxwell Stephens understood how Toyota worked before the Dalkia brief arrived. That meant the search could be judged against both organisations' expectations from the start, and the shortlist reflected the "one team" culture Dalkia wanted to build rather than just the technical specification. Working closely with both Toyota GB and Dalkia gave continuity and consistency across the two organisations, and reinforced our position as a trusted recruitment partner within the FM sector.
If you are a service provider recruiting a Contracts Manager or account lead for a client site — someone who has to run hard services well and represent you credibly at the same time — Maxwell Stephens can help. Get in touch with our team.