Senior Facility Support Manager

Job Title: Senior Facility Support Manager

Location : Villeneuve d'Ascq / Wasquehal - France

Reporting line: Director of Facility

Company: Basic-Fit

Contract: CDI - Executive status with fixed day rate

Starting position: As soon as possible

Position Overview:
As Senior Facility Support Manager, you will report directly to the Facility Director and play a key role in supporting the Facility Managers across six countries (Belgium, Luxembourg, Netherlands, Germany, Spain, and France). Your mission is to ensure that daily operations and incidents are managed efficiently and swiftly, while providing strategic and hands-on support to less-experienced Facility Managers.

You will closely monitor all P1 (Critical) and P2 (High) incidents across countries, ensuring they are resolved quickly and efficiently. While the Facility Managers remain the primary points of contact for incidents in their respective countries, you will oversee the resolution process, monitor dashboards actively, provide hands-on guidance to the Facility Managers, and intervene when necessary to accelerate resolution or coordinate with service providers. Your role is key in driving service consistency, minimizing operational disruption while ensuring strong follow-through, high standards in incident management and supplier performance and maintaining operational excellence at the ground level.

Key Responsibilities:
Operational Support & Escalation Management:

- Monitor all P1 (Critical) and P2 (High) incidents through internal dashboards.
- Ensure rapid and effective resolution by supporting Facility Managers in managing service providers and internal processes.
- Act as the point of escalation for operational issues and ensure resolution in a timely and effective manner.
- Act promptly in case of delays or escalations, coordinating with the appropriate stakeholders to avoid operational disruption.
- Provide data-driven insights to the Facility Director on recurring issues and incident trends.
- Act as the point of escalation for operational issues and ensure resolution in a timely and effective manner.

Support to Facility Managers
- Mentor the team of Facility Managers, providing guidance and support on daily tasks, troubleshooting, and more complex issues.
- Help develop their autonomy and strengthen execution quality through coaching and shared best practices.
- Foster a positive and collaborative team culture, encouraging open communication and the sharing of best practices across the team.
- Serve as a point of escalation for any operational challenges or complex issues that arise within the team, making decisions as needed to keep operations running smoothly
- Coordinate cross-country best practices to improve consistency in incident handling

Supplier Coordination & Quality Follow-Up
- Support Facility Managers in dealing with external service providers (HVAC, electrical, plumbing, etc.), especially in high-impact cases
- Ensure consistency in service quality and encourage accountability from suppliers
- Assist in reviewing supplier performance (KPIs) and contribute to supplier relationship improvement

Reporting & Communication
- Provide structured and regular updates to the Facility Director on incident resolution performance, supplier effectiveness, and operational gaps.
- Support in compiling reports for Senior Management
- Help ensure visibility and alignment across countries on key operational topics.

Cross-Department Collaboration:

- Work closely with other departments, including the Financial Controller, Facility and Ops Teams, to identify trends to ensure that budget compliance is maintained throughout the year.
- Provide insights and recommendations to the Facility Director for operational decisions.

Required Skills and Qualifications:
Education and Experience:

- Bachelor’s or Master’s degree in Facility Management, Engineering, Operations, or related field.
- At least 7 to 10 years of experience in multi-site facility operations, ideally within a multinational context.
- Familiarity with managing external technical service providers.
- Strong background in incident management and resolution oversight.

**Skills**:

- Strong analytical and problem-solving skills.
- Strong organizational and analytical skills, with the ability to interpret operational dashboards and act accordingly.
- Clear and effective communicator; able to support and guide others without taking over.
- Solid knowledge of building services (HVAC, electrical, plumbing, etc.)
- Fluent in English; additional language skills in Frensh, Dutch, or Spanish are a plus.
- Comfortable working in a dynamic, multi-country environment with varying levels of local experience.
- Advanced proficiency with financial software (Excel, or equivalent).

Personal Attributes:

- High attention to detail and accuracy.
- Strong sense of ownership and accountability.
- Able to manage priorities effectively across teams and regions.
- Proactive and able to work independentl