American Express Careers

Senior Facilities Manager

London, United Kingdom

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Job Description

Don’t just work for a market leading global company. Help grow one.

American Express is a global service company, providing customers with exceptional access to products and experiences that enrich lives and build business success.

Each day, we make it easier, safer and more rewarding for consumers and businesses to purchase the things they need and for merchants to sell their goods and services, enabling them to do and achieve more.


We’re committed to becoming the world’s most respected service brand and daily deliver extraordinary service to our customers, constantly reinventing our ways of working to ensure we offer rich rewards that redefine expectations for our clients and ourselves.


Right now we have an exceptional opportunity to appoint an experienced Senior Facilities Manager who will be responsible for building & facility management and services, engineering, people management, contract management and vendor management, including the development and management of SLAs/KPIs across our American Express Sites in the UK.


You will also have a fantastic opportunity to support and oversee contract management across our wider team in EMEA as part of the ‘Global Real Estate and Workplace Experience’ (GREWE).

You will ensure that the delivery of our facilities services is a premium and essential component of American Express’s ability to provide the appropriate working environments for its customers and colleagues.


From a regulatory perspective, the space in which employees work needs to be compliant with Health and Safety regulations, and this includes the provision of services such as cleaning, maintenance/air conditioning, energy and utilities, and the use of day to day services such as mail services, food and beverages, all of which provide the basis of the working environment in which our colleagues operate.


Main Activities:

  • Customer & Colleague Relationship Management; The position is the relationship leader for all Global Real Estate and Workplace Experience (GREWE) activities in the UK, ensuring channels of communication are in place to facilitate regular and meaningful dialogue with Country Leadership Teams, Business Unit and Finance leaders and key customers regarding services being delivered, identifying issues in a proactive manner and driving resolution.

  • Advertises and promotes these services in the UK and is responsive to changing customer needs whilst working within AXP and GREWE policy and scope
    Act as the escalation point for problem resolution for internal customers concerning all operational aspects of service delivery by Third (3rd) party service partners of GREWE’s Facilities Services.

  • Vendor Management; the delivery of Facilities Services is generally provided through the use of 3rd party service partners. A key responsibility is therefore vendor management and to drive vendor performance to deliver best in class services to the customer. In the role of Vendor Relationship Manager, to ensure effective performance management processes, including SLAs/KPIs, are in place and adhered to (using specific tools). Additionally the position will support periodic RFPs for Facilities Services and the on-going development of service specifications (SOWs), contract amendments and commercial negotiations in conjunction with Global Supply Management

  • Risk and Regulatory Compliance; The position will be the nominated representative in the UK in terms of American Express governance and risk on all operational aspects of service delivery and will work closely with the Global Workplace Safety team to ensure compliance to legislation, codes, directives and regulatory issues. In particular, will ensure 3rd party service partners deliver their obligations in terms of health and safety compliance, maintaining risk registers, save systems of work including permits and statutory requirements for onsite works, compliance to space standards legislation, fire certification updates, updating of building records management system and all documentation regarding compliance issues and resolutions. Similarly, to oversee 3rd party service partners in maintaining the Business Continuity Plan (BCP) in resident market, and carry out annual exercises to ensure plan is meaningful and effective and develop further BCP scenarios to support how GREWE provide essential facility related support to the business continuity plans owned by the core business. The position is also a member of resident country Crisis Response Team (CRT) for GREWE activities

  • Financial Management; The position is responsible for overseeing the Facilities Services related finances for the UK including management of financial data collection and analysis via 3rd party service partners to ensure costs remain within agreed limits and forecasts. The position will oversee the analysis of facility budget performance, ensuring key risks and opportunities are highlighted and reported on a monthly basis; provide forecast updates, variance explanations and bottom up operating budget calculations as required. This will include liaising with GREWE Finance regarding financial information relating to space, budgets, business unit costs, and financial systems compliance. The position will be responsible for invoice approval and CPC (and/or other payment methods) validation in accordance with AEMP01 and for overseeing CPC reconciliations by 3rd party service partners

  • Support the preparation of timely and meaningful capital plans annually, based on asset register, and business demand for the properties within the UK.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.


Required skills:

  • Experience in the Facilities Management field, qualified in an engineering discipline and/or Facilities Management (IFMA, IWFM or equivalent)

  • Experience in people leadership, specifically leading outsourced teams working within a matrix environment, and experience of managing Facilities Services both in resident country and in other EMEA countries is highly desirable

  • Strong relationship management skills and the ability to communicate effectively at all levels and influence others, together with excellent written and spoken English is a critical need of this position

  • Knowledge and experience of budget and finance management, including capital planning, accrual and forecasting processes, analysis of risks and opportunities is required

  • Ability to communicate in other European languages is beneficial as you may be running EMEA operations from the UK for another EMEA country if required

  • Self-starter, analytical, numerate, tenacious with the ability to work under own initiative as the position has a high level of autonomy at country level

We place great importance on doing what is right, what is best and what is innovative and we continue seeking people to champion these values and beliefs as we grow.

Why American Express?

There’s a difference between having a job and making a difference.


American Express has been making a difference in people’s lives for over 160 years, backing them in moments big and small, granting access, tools, and resources to take on their biggest challenges and reap the greatest rewards.


We’ve also made a difference in the lives of our people, providing a culture of learning and collaboration, and helping them with what they need to succeed and thrive. We have their backs as they grow their skills, conquer new challenges, or even take time to spend with their family or community. And when they’re ready to take on a new career path, we’re right there with them, giving them the guidance and momentum into the best future they envision.


Because we believe that the best way to back our customers is to back our people.


The powerful backing of American Express.

Don’t make a difference without it.

Don’t live life without it.


To complete your application please click on the links below. However, if you require any assistance with the completion of this process – or need any reasonable adjustments to be made – then please contact the Recruitment Team on or 00800 83 000038 (free phone, subject to individual carrier charges). For Russia based candidates on 810 800 83 000038.

ReqID: 19008320
Schedule (Full-Time/Part-Time): Full-time
Date Posted: May 23, 2019, 9:31:25 AM
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