Context and main issues
* Compliant delivery and performance of contracted services as measured through performance management systems and monthly management information reports
* Business is achieving financial objectives (profit and cost controls) in line with unit budget and business plans and delivering on-site services to the standards/SLA(s) in the contract. Commitment registers are being kept up to date, purchase orders raised and authorized appropriately, and business traded in the correct period.
* Business, contract delivery and client risks managed in a controlled and structured manner and service standards across the site are in line with or above client's expectations and reviewed on ongoing basis
* Continuous improvements are made to enhance the delivery of onsite services to exceed client's expectations
* Sector and account development strategies and plans are in place together with controls and governance to ensure delivery of said plans. Ability to connect strategies to overall business plan as well as market and client demand changes
* Mature industry, sector and client networks are in place with evidence of influence and advocacy
* Clients perceive and demonstrate satisfaction with services delivered contract performance and employees
* High levels of client retention via demonstrably strong relationships built on mutual respect and trust Organic growth (client and sector) opportunities identified and converted
* Client retention and contract extension opportunities identified and converted Leadership of new bid opportunities in specific sector environments
* Recognised leader within the business and respected specialist in specific market sector Additional services sold and mobilise
* Formal client and industry recognition (awards) for services delivery, innovation, continuous improvement etc Creation of internal networks and forums for sharing best practice at technical, business, sector and client levels
* High performing on-site team, demonstrated through the effective implementation of 3 Checks for Safety, Performance Delivery Review (PDR) and talent processes and staff engagement surveys
* All operational audits are passed by the unit e.g. Safeguard and Unit business health checks Retention of Investors in People Accreditation and high employee engagement
* Maintain high standards of appearance and personal hygiene
Accountabilities
* Manage the on-site contract and all services to the agreed standards, ensuring that deadlines and targets are achieved
* Technical Services
* Remote Site Management
* Local and liaising with Contract PM Lead
* Maximise the profitability of the contract and manage costs effectively
* Act as the operational interface between the client(s) and the account Manager/director (or equivalent)
* Manage the MS Connector Transport Service, including the engagement with the 3rd party Transport vendor, upkeep of the Transport Fleet and day to day oversite of the transport network and
* Manage the onsite client and internal services and teams to deliver the agreed SLA and standards, acting as internal primary representative on site
* Provide direction and expertise to the operating area by promoting strategies and best business practices in order to uphold the company mission and values
* Ensure that statutory requirements and company policies and procedures are followed, and deadlines are met Build long-term relationships with client(s) that add value and are based on mutual trust
* Lead, develop, manage and motivate a high performing team to the agreed standards ensuring that the client receives services of the highest quality
* Support the account manager/(or equivalent) in the development of business strategy in line with current and emerging client needs
* Contribute to and maintain sector and account development plans, as well as supporting the change management process and associated Service Levels Agreements (SLAs) ensuring risks are mitigated
* Drive innovation and continuous improvement of people, systems, processes and services
* Support the business development and regional management teams to identifying opportunities with other clients to maximise profit and growth
Essential
* At least 5 Years FM Management Experience
* Proficient in using Microsoft Office
* Previous experience of operational management in a similar environment
* Previous PM experience
* People management experience
* Ability to interpret and utilise financial and commercial information
* Excellent communication skills
* Achieve set, standards and operate to performance criteria; for example health and safety, hygiene
* Manage multiple workloads and shifting priorities
* Positive approach to learning in role and identifying own training needs as appropriate
* Self motivated and able to work on own initiative within a team environment
* Experience of delivering training
Desirable
* IOSH managing safely qualification
* Experience of managing conflicting expectations of the client and consumer within one business area