- Management of workplace teams to ensure robustness and resilience to enable smooth service delivery
- Main client point of contact for operational teams
- Forging strong relationships with stakeholders, wider BBC and Mitie teams
- Ensuring service delivery, adherence to SLAs and KPIs for all service lines including liaison with Technical Services Manager for hard services updates to ensbale one point of contact for clients
- Flexaible in approach to adapt to changing landscapes within our clients business
- Ensuriing contractual obligations and compliance is met
- Ensure team and building is audit ready at all times
- Ensure business criticality is a key focus within our delivery, our teams and our sub contractors
Main Duties
- WIP management – Ensure proactive management of WIP and drive to reduce this by ensuring high levels of First Time Fix and ensuring a strong partnership exists with the Helpdesk team
- Management of Sub Contractors – Proactively manage the delivery of services from agreed Sub Contractors where your team cannot self-deliver and also strive to reduce the use of Sub Contractors
- Excellent Customer Relationship Management – Develop strong relationships with all of your customers ensuring escalations reach you first, develop trust and high levels of communication at all times
- Planning – Support the Helpdesk co-ordinators in ensuring that the monthly PM plans are accurate, reactive tasks and quality is improved
- Ensure audit actions are timely close with justification and evidence
- Be a Mitie ambassador and lead from the front
- Be flexible and undertake other duties to accommodate operational requirements.
- Management of project works from sub-contractor selection, quote generation and job completion.
- Management of internal quotes and issuing of small-medium value quotations directly to the client.
- Close liaison with our Project Team, Engineering Risk and Strategy, QSHEF and Helpdesk
- Forge strong strategic relationships with our key clients
- Working closely with our key clients to ensure business criticaility and continuity
- Strong in ownership and accountability
- Strong management of technical and/or professional aspects of work and continually maintain technical knowledge
- Management of operations and engineering teams, upskilling to ensure resilience
- Ensure training is planned, managed and up to date at all times
- Ensure robustness within the teams
- Ensure employees work together when needed to fulfill performance objectives
- Ensure QSHEF forms key focus
- Auditing of sites, cross auditing as required in other regions to support consistency in standards
- Demonstrate strong management capabilities at all time, excellent organisation, time management, procedure and process management
- Meet and or exceed budget targets
- Identification of additional revenue opportunities
- Point of escalation for site(s) to ensure management and closures
- Proven experience in similar position
- Demonstratable knowledge and/or experience of hard and soft services
- Demonstratable experience of meeting client requirements
- Understanding of budgeting and reporting on progress
- Performance evaluation techniques and metrics knowledge
- Productivity and Six Sigma knowledge
- Working knowledge of CAFM, reporting, MS Excel, Maximo, MS Office and or relevant software
- Excellent communication and interpersonal abilities with aptitude in fostering long term relationships
- Proven ability to manage a multi discipline service offering
- Ability to motivate multiple teams
- Understanding of changing landscaping to ensure flex proactively to achieve an improved service
- Able to demonstrate experience in operations and FM industries
- Demonstrable experience of management of sub-contractors.
- Create and work within a strong team environment.
- Technical knowledge and understanding of critical network. IT or security systems desirable
- Solid understanding of Customer Service Levels and Key Performance Indicators
- Commercially aware
- Ability to work on own initiative, to a high level of accuracy and meet deadlines and manage team to achieve same outputs with the same approach
- Passion for customer service and experience of developing strong relationships with customers
Ability to consistently delivering and exceeding contractual and business expectations