Control Tower Manager
Job Summary
The Control Tower Manager is responsible for overseeing the day-to-day operation of the Facilities Control Tower, ensuring the effective delivery of facilities services across a multi-site portfolio. The role involves managing operational performance, client relationships, supplier delivery, incident response, compliance, and the development of the Control Tower team.
Key Responsibilities
Operations & Service Delivery
- Manage the Facilities Control Tower and ensure service delivery meets agreed SLAs and KPIs
- Oversee the monitoring of BMS, CCTV, fire alarms, access control, and other critical building systems
- Coordinate responses to incidents, faults, maintenance requests, and service disruptions
- Drive continuous improvement in operational processes and customer experience
Client & Supplier Management
- Build strong relationships with clients, contractors, and service providers
- Act as the key escalation point for operational issues and service concerns
- Monitor supplier performance and ensure contractual obligations are achieved
- Support contract growth and identify opportunities to enhance services
Leadership & Incident Management
- Lead, coach, and develop the Control Tower team
- Manage staffing, performance reviews, training, and development plans
- Coordinate emergency responses and business continuity activities
Compliance & Reporting
- Ensure compliance with health and safety legislation, company policies, and contractual requirements
- Produce operational reports, KPI dashboards, and performance reviews
- Support audits and incident investigations
Qualifications & Experience
Essential
- Minimum 5 years operational management experience (FM, call centre, security, or critical infrastructure)
- Vendor/supplier relationship management experience
- Workforce planning, rota management, recruitment involvement
- Knowledge of BMS, CCTV, access control, and facilities service delivery
- Strong client relationship and supplier management skills
- Excellent communication, organisational, and problem-solving abilities
- Proficiency in Microsoft Office and facilities management systems
Desirable
- Qualification in Facilities Management, Security System, Engineering, or Building Services
- IOSH or NEBOSH certification
- Experience in healthcare, commercial, data centre, or multi-site environments
- Knowledge of CAFM systems
Key Competencies
- Leadership and people management
- Client and stakeholder engagement
- Incident and emergency management
- Commercial awareness
- Decision-making under pressure
- Communication and influencing skills
- Problem-solving and analytical thinking
- Planning and coordination
For nearly five decades, we have played a vital role in helping our customers succeed. Built on strong, long‑standing relationships, our business is powered by people who are deeply connected to the communities where we live and work.
Our purpose guides every action and decision we make: to proudly create safer and healthier communities today, for tomorrow. It reflects who we are, what we stand for, and the impact we strive to make every day.
Across our team of 27,000 committed experts, that purpose comes to life through commitment, care, and a shared responsibility to the people we serve—now and for generations to come. When you join Bidvest Noonan, your joining a team where your work has real impact, where your career can grow, where you belong, and where you help shape a safer, healthier future for us all.
