To head up delivery of technical and non-technical operations providing quality FM services to a client HQ site in the North West. Key aspects of this role is to support the delivery of first-class customer experience, supporting and managing our teams and people, establishing processes, and improving the facilities through the adoption of technology.
This is a site based role and will include technical functions and cleaning with the aim of promoting EMCOR UKs ‘A Better World at Work’, and improving the working environment for our customers and their employees.
- Day to day management of multi-disciplinary facilities management teams which includes Technical, Front of House, and Cleaning services
- Develop systems and processes to monitor and continually improve service standards at the client HQ, identify gaps and implement/ drive quality initiatives
- To manage and provide leadership to direct reports ensuring their understanding of objectives and strategic plans, and motivate the teams in order to achieve objectives and best in class, industry leading operation.
- Promote a positive and progressive culture, ensuring Health, Safety and Environment risks are effectively managed
- Ensure a culture of collaboration, taking responsibility for building customer advocacy with all stakeholders and colleagues by fostering a collaborative, partnership approach to relationships across all sites
- Analyse the performance of the delivery teams using the data to drive decision making, and in conjunction with the Head of Operations provide recommendations for operational efficiencies and service improvements
- Accountable for ensuring and maintaining strong and effective communications between the site teams, including holding daily team meetings.
- Implement a training and development programme for the team, maintain annual appraisal process ensure account succession planning is in place
- To work alongside the Project team to maintain a visible pipeline of work, and support its execution and delivery
- Develop strong interpersonal relationships with client stakeholders.
- Understand key business drivers, actively develop and implements solutions to enhance the delivery of exceptional service and align operational strategies and priorities accordingly to evolving customer and business needs.
- To identify and drive initiatives which improve the performance of site teams in relation to MI & KPI information, ensuring jobs and subsequent notes and updates are managed effectively.
- Analyse the business performance of the teams, using KPI data to drive decision making and operational improvements.
- Embrace and develop more innovative ways of working across the site teams including driving initiatives such as the trialling of new products, processes improvements and generating ideas.
- Ensure the ongoing assessment of the Value for Money of Operational outputs, and recommend potential changes and improvements.
- Any other reasonable management request in line with capability
Resource responsibilities:
6 Direct reports covering the operational delivery model with responsibility to ensure team performance within budgets.
To work closely with the Senior Leadership Team to align operations with strategic and client objectives.
Proven track record of operations management within built environment, facilities, construction or project management
Good IT skills and experience of CAFM, helpdesk, scheduling and auditing tools would be desirable.
Analytical approach to problem solving with experience of summarising large amounts of data/information
Sound understanding of current legislation, environmental and quality related assessment
Growth mindset and continuous learner
Excellent interpersonal and able to demonstrate strong customer relationships skills
Exceptional presentation and communication skills
Proven experience in effectively managing a team
Technical expertise would be an advantage
Full driving licence essential