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Manage the operational rhythm of a luxury workplace contract using ServiceNow and smart-building platforms to ensure service excellence. Responsibilities include producing performance reports, maintaining compliance documentation, and coordinating engineering and contractor activities.
Requires previous experience in contract support or CAFM administration with strong proficiency in ServiceNow and data interpretation. Candidates must possess excellent organizational skills and experience working in client-facing, premium corporate environments.
Contract Support
📍 38 Berkeley Square, London
🏢 Pareto FM
🕒 Full-Time | Site-Based
Pareto FM is looking for an experienced and highly organised Contract Support professional to join our team at one of London's most prestigious and technologically advanced client sites.
Based at 38 Berkeley Square, this role sits at the heart of the operation, supporting the delivery of a luxury workplace experience for a sole-occupant global brand. More than a traditional FM administrator position, this role acts as the operational engine of the contract — transforming smart building data into meaningful insights, coordinating service delivery, and ensuring operational excellence across all aspects of the account.
You'll work closely with the Account Manager, engineering team, specialist contractors, and client stakeholders to maintain the highest standards of service, compliance, reporting, and workplace presentation.
As Contract Support, you'll be responsible for managing the operational rhythm of the contract through ServiceNow and other smart-building platforms, ensuring accurate reporting, effective coordination, and robust documentation management.
This is an ideal opportunity for someone with strong CAFM or ServiceNow experience, excellent attention to detail, and the ability to communicate complex operational information clearly and professionally.
Maintaining the Daily Live Building Pulse dashboard, ensuring data accuracy and usability
Producing monthly performance reports using information from ServiceNow, Niagara, TwinView, OEM systems, and subcontractor reports
Gathering, validating, and analysing KPI data across all contract performance measures
Supporting quarterly business reviews and strategic performance reporting
Preparing ESG and sustainability-related reporting information
Identifying trends, anomalies, risks, and opportunities through data analysis
Maintaining asset register accuracy and integrity
Managing PPM libraries and planned maintenance schedules
Monitoring SLA performance and workflow management
Maintaining compliance documentation and certification records
Conducting monthly quality audits of ServiceNow records and tickets
Supporting alarm management and smart building integrations
Coordinating engineering and contractor activities across the site
Managing subcontractor scheduling and visitor coordination processes
Supporting event readiness planning and post-event reinstatement activities
Assisting with resource planning, engineering rotas, and service delivery requirements
Maintaining critical spares records and planned maintenance schedules
Managing defect and snagging registers
Maintaining warranty schedules and compliance documentation
Coordinating O&M documentation and technical records
Supporting mobilisation and continuous improvement activities
Ensuring documentation remains accurate, current, and audit-ready
Previous experience within a Contract Support, CAFM Administrator, Service Coordinator, or Facilities Management support role
Strong experience using CAFM systems, ideally ServiceNow
Excellent reporting, administration, and document management skills
Strong analytical and data interpretation capability
Excellent written and verbal communication skills
High attention to detail and organisational skills
Proficient in Microsoft Office, particularly Excel and PowerPoint
Experience working within a client-facing environment
Experience within premium corporate workplaces or high-end commercial environments
Knowledge of smart building technologies and integrated building management systems
Experience supporting engineering or technical FM contracts
Understanding of compliance documentation and statutory maintenance requirements
Experience working with platforms such as Niagara, TwinView, or similar building technologies
You'll be highly organised, professional, and comfortable managing multiple priorities within a fast-paced environment.
You take pride in producing high-quality work, have a natural eye for detail, and can confidently engage with stakeholders at all levels. You're equally comfortable analysing performance data, coordinating operational activities, and producing executive-level reports.
Most importantly, you'll understand the importance of discretion, presentation, and service excellence within a premium client environment.
Reporting directly to the Pareto FM Account Manager
Working closely with the on-site engineering team
Collaborating with workplace partners, specialist contractors, and service providers
Supporting operational and strategic service delivery across the contract
Work within one of London's most prestigious workplace environments
Be part of a forward-thinking smart building operation
Exposure to advanced workplace technologies and systems
Strong team culture and supportive management structure
Opportunities for development and progression within a growing FM business
A role where your contribution directly influences service delivery and client success
This is an excellent opportunity for an experienced Contract Support professional looking to move into a more senior, analytical, and operationally focused role within a premium facilities management environment.
Engineering & workspace solutions Built on precision and partnership Ahead of the curve
Pareto Facilities Management. Pareto is the UK’s trusted partner in engineering and workspace solutions, committed to leading and evolving the industry by being ahead of the curve in everything it does. With cutting-edge technology, data, insights and technical expertise, Pareto equips organisations with clarity, control and confidence to manage their spaces at full potential and become more sustainable, efficient and resilient. Its commitment to precision means it stays close to the detail, so clients always know what to expect. In every engagement, Pareto delivers the flexibility, service and openness that others simply talk about. By leading the industry with foresight and partnership, Pareto stays ahead of the curve in every aspect, so its clients can be too. Find out more at https://www.paretofm.com
Offices: 193-197 High Holborn, London, England, GB · Brown St, Manchester, GB
