Facilities Operations Management Training Course

Duration 5 days 10 modules · 33 contact hours
Level Intermediate Certificate on completion
Who attends Facilities Managers, Assistant Facilities Managers and others
Fee from USD 1,100 KSh 95,000 for Kenyan organisations
Where 52 cities + online See dates by city
Next start 9 Nov 2026 Course code SD-OM-028

Before you join: Participants should have some experience coordinating facilities services, maintenance activity, contractors, workplace support or building operations.

Dates & prices

Two start dates a month in every city, and live online on weekdays or weekends. Fees are per participant; classroom fees include tuition, materials, lunch and refreshments, and the certificate.

Suggest a date or city

Showing the next six months. Later dates, other cities and private deliveries for your team are available on request.

Course overview

Facilities managers are expected to keep buildings safe, compliant, available and cost-controlled while coordinating maintenance teams, service providers, occupants, landlords and senior management. The work becomes difficult when asset data is incomplete, service standards are unclear, contractor performance is inconsistent, and urgent faults displace planned work. Effective facilities operations management requires a disciplined operating model that links daily delivery with asset condition, statutory duties, customer needs and budget decisions.

This course develops the practical methods used to manage facilities services across offices, campuses, hospitals, retail estates, industrial sites and public buildings. Participants learn to define service levels, build performance measures, prioritise maintenance, control contractors, manage compliance records, plan asset renewals and respond to disruptions. The programme also addresses space management, workplace services, utilities, environmental controls, security, business continuity and facilities budgeting.

Training combines short instructor briefings with realistic cases, group analysis, service-performance simulations and application planning. Participants work with facilities scenarios such as repeated HVAC failures, cleaning-service disputes, delayed statutory inspections, rising energy costs and contractor mobilisation problems. They leave with a facilities operations management pack containing reusable templates for service governance, asset criticality, maintenance planning, supplier reviews, compliance control and a 90-day improvement plan.

The course suits facilities professionals who already coordinate services or sites and need a clearer management structure for improving reliability, compliance, service quality and cost control.

What you will be able to do

  • Design a facilities operating model using service catalogues, stakeholder maps and RACI matrices
  • Set service-level agreements and KPI trees for measurable facilities service delivery
  • Prioritise asset maintenance using criticality rankings, condition data and lifecycle plans
  • Control planned and reactive maintenance through work-order workflows, FMEA and backlog analysis
  • Manage statutory compliance using risk assessments, permit-to-work controls and inspection registers
  • Evaluate facilities suppliers using procurement scorecards, contract governance and performance reviews
  • Prepare utilities and space-management plans using utilisation, consumption and cost data
  • Produce a 90-day facilities improvement plan supported by budgets, dashboards and action owners

Benefits of attending

For you

  • A clearer method for prioritising competing maintenance, service and compliance demands
  • Greater confidence leading contractor reviews and challenging weak service performance
  • Practical evidence for proposing maintenance renewals and facilities budget changes
  • Reusable reporting methods for communicating operational risks to senior management
  • A structured 90-day plan for improving an assigned site or facilities portfolio

For your organisation

  • Fewer repeated service failures through defined standards, escalation routes and corrective actions
  • Better maintenance prioritisation based on asset criticality and service consequences
  • Improved statutory compliance control through inspection registers and accountable actions
  • Stronger supplier management through measurable agreements, scorecards and review routines
  • More defensible facilities spending through lifecycle costing, variance analysis and capital cases

Course modules

10 modules over 5 days

Participants can define a facilities operating model with clear services, accountabilities and governance routines.

  • Facilities management operating model, service catalogue and customer requirements
  • ISO 41001 principles, scope statements and management system responsibilities
  • Stakeholder mapping using power-interest grids and service expectation interviews
  • RACI matrices for client, facilities, contractor and occupant accountabilities
  • Translating organisational objectives into facilities service level priorities
  • Governance calendars linking meetings, reports, decisions and escalation routes

Participants can set measurable service standards and manage performance improvement actions.

  • Service-level agreements: scope, exclusions, response times and acceptance criteria
  • KPI trees connecting strategic outcomes, service measures and operational activities
  • SMART targets, baselines, tolerances and traffic-light reporting rules
  • Monthly performance packs using trend charts, exceptions and corrective actions
  • Root-cause analysis through 5 Whys, fishbone diagrams and Pareto charts
  • Escalation thresholds and service-recovery procedures for repeated performance failures

Participants can use asset information to plan renewal, maintenance and lifecycle investment decisions.

  • Asset registers structured by location, system, component and criticality
  • ISO 55001 asset management principles applied to facilities portfolios
  • Criticality ranking using consequence, likelihood and service dependency criteria
  • Lifecycle plans covering acquisition, operation, renewal, disposal and records
  • Condition surveys, remaining-life estimates and deferred-maintenance backlog calculations
  • Whole-life cost comparisons for repair, replacement and planned renewal decisions

Participants can organise planned and reactive maintenance using prioritisation, workflow and reliability methods.

  • Planned preventive maintenance schedules based on asset criticality and manufacturer requirements
  • Reactive work-order triage using priority codes and response targets
  • Maintenance strategies: time-based, condition-based, predictive and run-to-failure selection
  • Computerised maintenance management system data fields and workflow controls
  • FMEA worksheets identifying failure modes, effects, causes and controls
  • Backlog ageing analysis, labour loading and weekly schedule compliance

Participants can establish facilities compliance controls for hazards, permits, inspections and incidents.

  • Legal compliance registers covering inspections, certificates, permits and statutory records
  • Risk assessments using hazard identification, likelihood, consequence and control hierarchy
  • Permit-to-work controls for electrical isolation, hot works and confined spaces
  • Contractor induction, competence checks and method-statement review procedures
  • Incident investigation using the ICAM method and corrective-action tracking
  • Fire safety management: evacuation plans, drills, testing and recordkeeping

Participants can specify, procure and govern facilities service contracts against measurable requirements.

  • Make-buy analysis for in-house, bundled and specialist service delivery
  • Scope-of-work specifications defining outputs, frequencies, standards and exclusions
  • Procurement evaluation matrices weighting price, quality, risk and mobilisation capacity
  • Contract governance through mobilisation plans, review meetings and change control
  • Supplier scorecards combining SLA results, audit findings and improvement commitments
  • Payment mechanisms: fixed price, schedule of rates and performance deductions

Participants can manage space allocation and workplace services using demand, utilisation and quality data.

  • Space inventories reconciled with drawings, occupancy data and departmental allocations
  • Utilisation studies using headcount, presence data and workstation observations
  • Space chargeback models based on area, occupancy and service consumption
  • Move-management plans covering approvals, communications, furniture and technology dependencies
  • Workplace service standards for cleaning, reception, catering and meeting rooms
  • Accessibility audits against applicable building codes and accommodation requirements

Participants can monitor utility performance and implement practical environmental control measures.

  • Utility baselines normalised for weather, occupancy, operating hours and floor area
  • Energy intensity metrics: kWh per square metre and demand profiles
  • Energy conservation measures ranked by cost, savings, payback and disruption
  • Water management plans addressing leaks, metering, reuse and consumption targets
  • Waste segregation controls, contractor records and diversion-rate measurement
  • Environmental incident procedures for spills, releases and regulatory notifications

Participants can prepare facilities response arrangements for disruptions, emergencies and security incidents.

  • Business impact analysis identifying critical facilities services and recovery objectives
  • Business continuity plans for power loss, water failure and building closure
  • Emergency response roles, call trees, assembly points and incident logs
  • Security operations covering access control, visitor management and guard post-orders
  • Tabletop scenario testing, debrief records and plan revision actions
  • Resilience measures for single points of failure and critical spares

Participants can prepare facilities budgets, performance reports and a targeted operational improvement plan.

  • Operating budgets structured by labour, utilities, maintenance, contracts and projects
  • Variance analysis separating volume, price, timing and scope drivers
  • Capital planning business cases using NPV, payback, risk and service impacts
  • Facilities dashboards integrating cost, compliance, asset and service performance
  • 90-day action plans with owners, milestones, measures and review dates
  • Personal operating rhythm for site walks, reviews and stakeholder communication

Exercises and examples are adapted to each cohort's sectors and roles.

What you take back to work

  1. Facilities operating model template
  2. Service-level agreement and KPI scorecard
  3. Asset criticality and lifecycle planning matrix
  4. Maintenance backlog and work-order control checklist
  5. Supplier performance review pack
  6. 90-day facilities improvement plan

Who should attend

  • Facilities Managers — need structured control of service delivery, assets, suppliers and compliance
  • Assistant Facilities Managers — prepare to manage sites, contractors and operational performance independently
  • Facilities Coordinators — need practical methods for tracking work orders, inspections and service standards
  • Property Managers — need to oversee building services, occupier expectations and landlord responsibilities
  • Operations Managers — need to improve workplace reliability, safety and support-service cost control
  • Engineering and Maintenance Supervisors — need stronger planning, reporting and stakeholder-management methods

Skills and tools covered

Facilities service governanceAsset lifecycle planningMaintenance controlContractor performance managementCompliance assuranceFacilities budgeting

Tools and standards

ISO 41001, ISO 55001, RACI matrix, Failure Mode and Effects Analysis

How the course runs

Training methodology

The course uses short briefings to introduce facilities management methods, followed by cases drawn from office, campus, public-building and industrial-site operations. Participants analyse asset failures, service-level disputes, compliance gaps, supplier performance data and operating budgets in small groups. Simulations examine incident escalation, contractor review meetings and maintenance-priority decisions. Facilitated discussions compare approaches used by different organisations. Each participant develops application priorities and a 90-day action plan relevant to their own facilities responsibilities.

Requirements and prerequisites

Participants should have some experience coordinating facilities services, maintenance activity, contractors, workplace support or building operations. They should be comfortable reading basic operational reports, work orders, service schedules and budgets. Familiarity with their organisation's buildings, service providers and statutory obligations will help participants apply the course material quickly. A technical engineering qualification, facilities management certification, advanced finance knowledge or prior experience with a computerised maintenance management system is not required. The course explains the operational tools before applying them.

A typical training day

08:30 – 10:30First session
10:30 – 10:45Refreshment break
10:45 – 12:30Second session
12:30 – 13:30Lunch and networking
13:30 – 15:00Third session
15:00 – 15:15Refreshment break
15:15 – 16:30Workshop and daily review

Live online deliveries follow the same structure in East Africa Time, with shorter screen blocks and longer breaks.

What the fee includes

  • Instruction by a practitioner facilitator
  • Full course workbook and materials
  • Exercise files, templates and case studies
  • Refreshments and lunch on classroom deliveries
  • Certificate of completion
  • Post-course application plan

Frequently asked questions

You should have some exposure to facilities, property, maintenance, workplace services or operational support. You do not need an engineering qualification, formal facilities certification or advanced knowledge of asset-management software.

Bring examples of the facilities issues you manage, such as service reports, maintenance backlogs, supplier concerns or compliance challenges. You are not required to share confidential documents, and anonymised information is suitable.

It is designed for facilities managers, coordinators, property managers, maintenance supervisors and operations managers with responsibility for buildings or workplace services. It is most useful for people moving from service coordination into broader management responsibility.

This course focuses on managing facilities operations rather than designing mechanical, electrical or building systems. It covers service governance, asset decisions, contractor control, compliance management, budgets and operational reporting.

Participants can use the templates to review service levels, prioritise maintenance, improve supplier meetings and strengthen compliance tracking. The 90-day action plan provides a practical starting point for changes at a site or across a portfolio.

The programme runs for five training days from 08:30 to 16:30, with about 6.5 contact hours each day. Time is divided between instructor input, cases, group analysis, simulations, discussion and individual application planning.

Questions about this course?

Ask about dates, fees, group bookings or running it for your team. Our training team replies by email.

Ask on WhatsApp info@skillsetdevelopment.com

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