Mastering Complexity: How We Secured UCL’s Visionary Head of Facility Services to Transform Their Expansive Estate

Client Overview

University College London (UCL) is one of the world’s leading universities, recognised for its research, teaching, and commitment to excellence. The UCL Estates division manages a vast and complex estate comprising over 200 buildings, valued at over £2 billion, with more than four million square feet of academic accommodation and approximately 4,000 student bedrooms. The division is also responsible for a significant investment program exceeding £1 billion over the next decade, making UCL Estates one of the most prominent and challenging estates management portfolios in the higher education sector.

The Challenge

UCL approached us to recruit a Head of Facility Services, a critical role within their Facilities & Infrastructure (F&I) department. The successful candidate would be responsible for leading and managing the delivery and performance of a wide range of “soft” facility management (FM) services across the entire UCL estate. This included managing over 300 staff, coordinating services across a diverse and expanding portfolio, and ensuring the highest standards of service delivery, customer satisfaction, and regulatory compliance.

Given the scale, complexity, and importance of this role, UCL needed a candidate with exceptional leadership, strategic management, and operational skills. The candidate also needed to demonstrate a deep understanding of FM operations in a large, multi-site organisation, coupled with a strong track record in managing substantial budgets, driving service improvements, and leading change.

Our Approach

We utilised our extensive network and industry expertise to identify and attract high-caliber candidates for this prestigious role. Our recruitment process included the following steps:

1. Understanding the Client’s Needs: We worked closely with UCL to understand the specific requirements of the role, the strategic objectives of the Estates division, and the cultural fit required for the ideal candidate.

2. Targeted Search: Leveraging our in-depth knowledge of the facilities management sector, we conducted a targeted search to identify candidates with the necessary experience in managing “soft” FM services within large, complex organisations. We focused on individuals who had demonstrated the ability to deliver high-quality customer service, manage significant budgets, and lead teams through periods of change.

3. Rigorous Screening and Assessment: Candidates were rigorously screened against the essential and desirable criteria outlined in the job specification. We assessed their experience in facilities management, strategic leadership, budget management, and their ability to drive service improvements and ensure compliance with statutory and regulatory requirements.

4. Client Collaboration: We maintained close collaboration with UCL throughout the recruitment process, providing regular updates and ensuring that the shortlisted candidates met the client’s expectations.

5. Final Selection: After a series of interviews and assessments, we presented UCL with a shortlist of highly qualified candidates. UCL selected the candidate who not only possessed the required skills and experience but also demonstrated a strong alignment with UCL’s values and strategic goals.

Outcome

The successful candidate brought extensive experience in managing “soft” FM services within large, multi-site organisations, including universities. They demonstrated a proven track record in delivering high-quality customer service, driving continuous service and financial improvements, and managing substantial budgets. Their ability to lead large teams and manage complex, diverse portfolios made them an ideal fit for UCL.

Since their appointment, the new Head of Facility Services has successfully integrated service delivery across UCL’s expansive estate, improved operational resilience, and ensured compliance with statutory and regulatory requirements. They have played a key role in driving UCL’s estate strategy forward, contributing to the university’s mission to provide an exceptional environment for research and teaching.