Background & Client Overview
Willis Towers Watson, a global advisory, broking and solutions organisation, appointed Maxwell Stephens to recruit an experienced Facilities Services Manager for its Real Estate & Workplace Solutions (RE&WS) function.
The role was central to delivering the organisation’s Workplace & Solutions Strategy and ensuring its offices provided a safe, efficient and high-quality environment for colleagues and visitors.
With responsibility spanning hard and soft FM services, hospitality, front of house, security, catering, workplace support, tenant relationships and project delivery, the successful candidate needed to combine operational expertise with strong commercial awareness, leadership and stakeholder management.
The Challenge
Willis Towers Watson required a Facilities Services Manager capable of overseeing a broad and highly visible range of workplace services while maintaining consistent standards across the operation.
The successful candidate needed to manage both internal teams and external service providers, ensuring services were delivered in line with agreed KPIs, SLAs, budgets and compliance requirements.
Key areas of responsibility included:
Client Hospitality & Events
Ensuring hospitality and event services reflected the professional standards expected by colleagues, clients and visitors.
Catering & Vending
Overseeing staff dining, catering and vending services while maintaining quality, efficiency and value for money.
Accommodation Services
Managing overnight accommodation operations and ensuring appropriate levels of service and coordination.
Facilities Helpdesk & Meeting Room Systems
Maintaining efficient workplace-support processes, including Facilities Helpdesk operations and meeting-room booking systems.
Front of House & Concierge
Managing reception, concierge and front-of-house activity to provide a professional and welcoming workplace experience.
Post & Print Services
Overseeing post-room and print-room operations and ensuring essential workplace support services remained reliable.
Security
Managing security operations and helping maintain a safe and secure environment for employees, visitors and assets.
Cleaning, Waste & Recycling
Ensuring cleaning, waste-management and recycling services met required standards and supported environmental objectives.
Workplace Amenities
Overseeing facilities such as the office gym and ensuring they were managed safely and effectively.
Office Moves
Coordinating workplace moves and changes while minimising disruption to business operations.
The Candidate Profile
The role required an experienced Facilities Management professional with strong interpersonal, commercial and operational capability.
Willis Towers Watson needed someone who could demonstrate:
- significant experience in a comparable FM role
- strong people-management and supervisory skills
- excellent communication and negotiation ability
- budget-management and financial-planning experience
- knowledge of health and safety and environmental requirements
- experience managing suppliers and service partners
- confidence developing relationships with senior stakeholders
- the ability to operate effectively in a fast-paced corporate environment
Cultural alignment was equally important. The successful candidate needed to reflect Willis Towers Watson’s emphasis on integrity, innovation, excellence, teamwork, client service and continuous improvement.
Our Recruitment Approach
Maxwell Stephens conducted a targeted search for Facilities Management professionals with proven experience managing complex corporate workplace services.
Our assessment process focused on both operational competence and leadership style.
Candidates were evaluated on their ability to:
- manage a diverse range of hard and soft FM services
- lead Facilities and Security teams
- maintain effective supplier relationships
- control operational budgets
- monitor KPIs and SLAs
- manage health and safety responsibilities
- communicate effectively with senior stakeholders
- identify opportunities to improve service quality and reduce costs
Following a detailed search and selection process, Maxwell Stephens successfully placed a highly experienced Facilities Services Manager with Willis Towers Watson.
Outcome & Impact
The successful candidate integrated effectively into the RE&WS team and strengthened the management of workplace services across several key areas.
Stronger Team Leadership
The Facilities Services Manager demonstrated effective supervisory capability, providing clear direction across the Security and Facilities teams.
This helped improve coordination, accountability and consistency in day-to-day service delivery.
Enhanced Health & Safety Management
Strong knowledge of health and safety requirements supported a structured approach to workplace risk, compliance and safe service delivery.
Improved Financial Control
The candidate applied sound financial-management principles to Facilities operations, helping ensure services were delivered within agreed budget parameters.
Greater Cost Efficiency
A proactive approach to reviewing workplace services helped identify more cost-effective methods of delivery without compromising quality.
Improved Service Standards
Closer oversight of workplace services and supplier performance helped strengthen service levels and maintain focus on agreed KPIs and SLAs.
Enhanced Stakeholder Communication
Strong interpersonal and communication skills supported productive relationships with internal colleagues, service partners and other key stakeholders.
Greater Operational Flexibility
The candidate adapted quickly to the demands of a dynamic workplace environment, helping the RE&WS function respond effectively to changing operational priorities.
Outcome
The successful placement gave Willis Towers Watson a Facilities Services Manager capable of balancing workplace experience, operational performance, financial control, compliance and people leadership across a broad Facilities Management remit.
The appointment demonstrates Maxwell Stephens’ ability to recruit Facilities Management professionals who can support complex corporate environments and deliver improvements across service quality, cost efficiency, stakeholder engagement and workplace operations.
Looking for an experienced Facilities Services Manager to strengthen your corporate workplace operation? Contact Maxwell Stephens to discuss your recruitment requirements.