Purpose of this job
Is responsible for managing the delivery of multiple FM services to at site level, ensuring outstanding service delivery at all times and hopefully exceeding all targets whilst maintaining compliance. The single point of contact for all Facilities Management activities on the site.
Main responsibilities include:
* Comprehensive knowledge of contract scope and form (e.g. variation control), managing the IFM services to and across the site.
* Performance management across teams and service lines, reporting and monitoring of performance.
* Financial management to ensure control of spending and budgets.
* Assume full responsibility for contract outputs and management of services against contracted scope of works.
* Ensures full compliance.
* Interfacing with Segment teams and Segment subject matter experts via a matrix structure.
* Cultivate a shares sense of identity among all services on site.
Context and main issues
* Leading the Contract – providing confident, visible leadership, ensuring standards are set and delivered, talent and resources are utilised optimally, client relationships are nurtured and developed and all opportunities for best practice and capability growth are leveraged.
* Delivering on Financial and Operational Targets – Ensuring that committed targets are met or exceeded and that costs and revenues are closely managed over the course of the financial years to ensure clarity on performance and provide the means to respond rapidly to any threats to financial performance. Measures include revenue growth, profitability and contract CPI'S and EHS targets.
* Team Management - Selecting, managing, engaging and developing highly performing and diverse operating teams, with right skills and capabilities
* Client Relationship Management – Engaging with key clients on a routine basis and lead by example in providing contract/relationship management.
* Strategy and Planning – Deployment of the account strategy and ensuring that effective plans are in place to deliver against strategy.
* Delivery of Excellence in Risk, Compliance and Quality Management – Ensuring the protocols, processes and capabilities are in place to deliver all technical/regulatory requirements for the safe and commercial on-going management of these specialist contract(s).
Accountabilities
All GOP and other financial targets exceeded (margin, client GMP etc.).
* Additional services and scope addition being delivered.
* Engagement rate of the team exceeded and development plans in place. Positive team culture and high levels of productivity and employee engagement are demonstrated with all team members working together to support the business area as required and maintain Investors In People accreditation.
* Services delivered within budgets with savings achieved, innovations and initiatives appropriately captured in the change process.
* Compliant delivery and performance of contracted services as measured through performance management systems, SLAs and monthly management information reports.
* Contract performing to SLAs and budget and costs are being controlled by promoting cross-departmental efficiencies to assist in the control of labour costs.
* Measurably strong client perception and satisfaction with services delivered.
* Services are delivered to the required level across all service portfolio, service excellence as standard.
* Segment is recognised by client and as a benchmark for service excellence within the contract and wider operation.
* All units are managed appropriately, commitment registers are kept up to date, purchase orders are raised and authorised appropriately and business is traded in the correct period.
* A positive working relationship with the client is evident with 'win-win' scenarios.
* The fixed term and casual labour pool is managed in line with any labour productivity projects and through liaising with other departments and is flexed dependant on the needs of the business on a weekly basis.
* A proactive attitude to continuous improvement is visible with regular meetings to review service delivery and SLAs including service styles and menu offers as well as positive customer feedback, ensuring that the whole team is engaged in this process.
* Processes are developed and followed to ensure all departments have the necessary information both pre and post event.
* Open, two way communications between all departments are evident.
* Information regarding account is readily available, with ongoing actions plans in place that are constantly under review.
* All operational audits are passed by the unit – Safeguard audit and Unit Business Health Check.
* Innovative ideas are being implemented to improve service delivery, retain clients and win new services on site.
* Maintain high standards of appearance and personal hygiene
Essential
* Experience of having operated successfully within an outsourced environment
* Exceptional client relationship management skills
* Development of commercially viable solutions based on rigorous techniques to understand client needs and price products/services accordingly
* Strong commercial acumen, with the ability to devise and manage P&L account
* Considerable experience in sector contracting and sector technical service delivery
* Achieve set, standards and operate to performance criteria; for example health and safety, hygiene
* Not less than 5 years experience working and managing in a Regulated Environment, including GMP and GDP in all aspects of Warehousing environment
* Considerable experience in sector contracting and sector technical service delivery
* Proven financial acumen essential with commercial experience and business acumen
* Proven track record of initiating and leading demanding business transformation programmes
* Proven experience of developing profitable relationships with clients
* Proven experience in identifying new business
* Excellent communication, influencing and facilitation skills
* High standards of numeracy and written communication
* Continuous professional development in industry/specialism
* People management experience within a diverse geographic and business environment
* Ability to analyse use of labour to ensure it is used in an efficient way
* Ability to assess talent and development needs and manage performance
* Self-motivated and able to work on own initiative within a team environment
Desirable
* Facilities/Engineering degree/Technical background
* Experience in pharmaceutical or FMCG industry sectors
* NEBOSH (or equivalent) – National General Certificate and/or Diploma
* BIFM Qualifications – Part 2, or relevant professional development