Job Description

Contract Support

📍 38 Berkeley Square, London
🏢 Pareto FM
🕒 Full-Time | Site-Based

About the Role

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.

The Role

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.

What You'll Be Doing

Data, Reporting & Performance

• 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

ServiceNow & System Management

• 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

Operational Coordination

• 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

Documentation & Compliance

• 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

What We're Looking For

Essential

• 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

Desirable

• 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

About You

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.

Team & Support Structure

• 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

Why Join Pareto FM?

• 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.