Lead Workplace Services Manager
| Posting date: | 13 June 2024 |
|---|---|
| Hours: | Full time |
| Closing date: | 13 July 2024 |
| Location: | EC4A 3JB |
| Company: | Mitie |
| Job type: | Permanent |
| Job reference: | 55091 |
Summary
Our vision and values:
• Our purpose: our expertise, care, technology and insight create amazing work environments, helping our customers be exceptional every day.
• Our promise to our people: a place to work where you can thrive and be your best every day.
• Our promise to our customers: a trusted partner creating exceptional environments for your customers and people, adding value every day.
Job objectives and responsibilities
The London Workplace Site Manager is responsible for overseeing and managing the day-to-day operations of the London campus, ensuring that all services are delivered in accordance with the client contractual requirements, agreed timelines, and budget constraints. This role requires strong leadership, commercial acumen, and a focus on continuous improvement to deliver an exceptional workplace experience for all stakeholders.
· This role will report to the Head of Operations and work closely alongside London Service Line Leads, Contract Support & Governance Manager as well as Business Area SMEs & the wider Mitie functions e.g. finance, projects, procurement, water, fire & control etc to ensure Operation Resilience, customer satisfaction (NPS), P&L responsibility, implementation of best practice, standardisation and consistency and continuous improvement.
· Be accountable for core Mitie service scope responsibilities ensuring the team, Mitie Service Lines and 3rd party suppliers maintain and repair the services of the facility in line with the clients' contractual requirements, agreed timescales and budget.
· P&L responsibility of circa £7 mil.
· Site IFM reporting, including the monitoring of KPIs.
· Present a professional reporting suite on a monthly basis that covers all aspects of service delivery within the London portfolio. Highlight performance, cost position, risks and opportunities.
· Deliver high quality service provision, challenge the status quo with a focus upon the end user experience.
· Be a one single point of contact for all services on the London Campus including performance.
· Manage (through dotted line) the other site service partner's General Managers i.e. Compass & Benugo.
· Be passionate about the client vision in creating the best workplace experience for everyone.
· Identify areas for growth whilst ensuring the Mitie Commercial Change Control process is adhered to.
· Manage relationships with client stakeholders, mapping and avoiding operational escalations.
· Build of business cases, desired outcomes and project plans and dependencies through scope planning.
· Successful liaison with client stakeholders, avoiding operational escalations.
· Management of any building incident.
· Continuous championing on health & safety initiatives.
· Direct reports of circa 3.
Main duties
· Manage Health and Safety ensuring processes and procedures are adhered to, creating a safety culture.
· Manage and deliver the IFM services working in a matrix with client's colleagues, client business divisions, Mitie Businesses, and departments such as procurement, projects, finance etc.
· Identify and report any business/operational risks following processes.
· Manage 3rd party suppliers to ensure no breach of policy and drive innovation and best practice.
· Proactively undertake daily/ weekly building inspections and report any defects identified via the helpdesk, ensuring timely resolution within agreed SLA's and ensuring the building is ‘fit for purpose' whilst maintaining the client brand within the building.
· Ensure that both client and Mitie procedures are adhered to at all times, utilising the Mitie IMS always.
· Ensure that company priorities and requirements are delivered to reflect - both within and outside the organisation - professional and exemplar services in support of the client and Mitie.
· Manage budget within the building to within cost scope/identify any scope creep or costs outside of budget and follow change control process for any contractual changes with approvals in place before execution. Any under/ overspends to be clearly identified and communicated.
· Manage building KPIs, control actions, audit actions and oversight requirements to ensure they are within the "appetite" of both client and Mitie.
· Support the continual advancement of the Mitie team/service lines within policy, procedures, and delivery.
· Ensure training is achieved within the required timeline with no failures.
· Manage and support call out/escalations for the building.
· To identify growth through extending current areas and developing new services and new markets - Mitie First
· Support continual advancement of the wider team in establishing clear performance targets (SMART) for the team which will significantly improve performance and measure success factors. Ensure all team members have a development plan in place and where necessary Personal Improvement Plans to ensure minimal escalation through appeals and disciplinaries.
· Effectively manage all HR issues pertinent to the team, such as payroll, absenteeism, performance, recruitment, grievances and disciplinary processes.
· Manage the development of an annual budget plan; ensure it reflects an accurate financial picture for the coming year. Effectively drive, control and monitor the P&L launching corrective and preventive actions focussed on productivity and effectiveness.
· Ability to address the client Workplace Services Management Team on a quarterly basis - updating the group on all elements of hard and soft service delivery across London on improvements, concerns, risks and opportunities.
· Strategic review of the London sites usage, proposing any changes to be considered to improve working performance and ability to deliver services.
· Deliver a market leading proposition and service delivery model, which will be externally recognised, creating a customer experience to be replicated across the Mitie organisation.
Person Specification
· Understanding and experience of IFM operational delivery and contractual frameworks.
· Excellent customer service skills.
· Strong commercial acumen and confidence e.g. reporting on financial data, budget performance and understanding of commercial profit and loss accounts.
· Robust M&E understanding due to significant asset maintenance regime.
· Have a strong understanding and awareness of transformation initiatives.
· Comfortable in management of a team.
· Ability to work to own initiative and as part of a large team.
· Commercially astute and able to prepare, articulate and present a sound and profitable business case.
· Excellent relationship management, communication and negotiation skills with the ability to build, manage and maintain these relationships whilst taking full responsibility for the communication of risks & issues into the client teams.
· Highly customer focused with the ability to exceed expectations whilst taking precaution to avoid escalations.
· Ability to work collaboratively with other specialists to improve service delivery and address service delivery issues.
· Proactive and well organised.
· Excellent verbal and written communication skills.
· Excellent IT skills in Microsoft.
· BIFM membership.
· NEBOSH accreditation.
Working within the Mitie values and behaviours
People Mitie is a people business. It's our people, and their drive to do their jobs to the best of their ability that makes us different.
Trustworthy -
We do what we say we will
How we behave…
· We treat all colleagues with respect
· We challenge people when they don't do the right thing
· We welcome advice from anyone that might improve what we do
· We are open and honest
· We think safety and always follow rules for safe working
Helpful -
We go out of our way to make a difference
How we behave…
· We work with each other to achieve the best for clients and for Mitie
· We share information to help colleagues succeed
· We build great relationships
· Our first response to requests will always be positive
· We look out for each other, never walking by unsafe actions or situations
Inspiring -
We help others to be the best they can be
How we behave…
· We support and encourage each other to develop
· We lead by example
· We set clear expectations
· We listen to and learn from others
· We learn from mistakes and incidents to prevent recurrence
Passion Take our people, add their passion, and you get something really special.
Spirited -
We give it everything we've got
How we behave…
· We do good things for each other, the environment and the community
· We appreciate diversity and encourage it
· We demonstrate team spirit
· We are committed to doing things better and setting new standards in all that we do
· We take pride in what we do and have fun doing it
· We celebrate success and say thank you
Fresh thinking We want our people to find inspiration from skill development and career progression, and enjoy respect and recognition for a job well done.
Pioneering -
We do things that excite and amaze
How we behave…
· We bring new ideas to the way we do things
· We are willing to try new things
· We encourage and support innovation
· We consider things from other peoples' points of view
· We embrace new thinking and technologies
· We build health & safety into everything we do
Health and Safety responsibilities
· Follow Group and company policies and procedures at all times;
· Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment;
· Use all work equipment and personal PPE properly and in accordance with training received;
· Report any issues or training needs to your Line manager and /or via your divisional incident reporting system;
Level of Authority
· The job holder will have the authority to carry out their role on a day to day basis in accordance with all prevailing company policies. The job holder will have authority to incur expenditure and to agree legally binding commitments on behalf of the company but these must be in accordance with the company authorisation limits, which are determined by the Authorisation Register
Note
This job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder's role and/or the needs of the business.
• Our purpose: our expertise, care, technology and insight create amazing work environments, helping our customers be exceptional every day.
• Our promise to our people: a place to work where you can thrive and be your best every day.
• Our promise to our customers: a trusted partner creating exceptional environments for your customers and people, adding value every day.
Job objectives and responsibilities
The London Workplace Site Manager is responsible for overseeing and managing the day-to-day operations of the London campus, ensuring that all services are delivered in accordance with the client contractual requirements, agreed timelines, and budget constraints. This role requires strong leadership, commercial acumen, and a focus on continuous improvement to deliver an exceptional workplace experience for all stakeholders.
· This role will report to the Head of Operations and work closely alongside London Service Line Leads, Contract Support & Governance Manager as well as Business Area SMEs & the wider Mitie functions e.g. finance, projects, procurement, water, fire & control etc to ensure Operation Resilience, customer satisfaction (NPS), P&L responsibility, implementation of best practice, standardisation and consistency and continuous improvement.
· Be accountable for core Mitie service scope responsibilities ensuring the team, Mitie Service Lines and 3rd party suppliers maintain and repair the services of the facility in line with the clients' contractual requirements, agreed timescales and budget.
· P&L responsibility of circa £7 mil.
· Site IFM reporting, including the monitoring of KPIs.
· Present a professional reporting suite on a monthly basis that covers all aspects of service delivery within the London portfolio. Highlight performance, cost position, risks and opportunities.
· Deliver high quality service provision, challenge the status quo with a focus upon the end user experience.
· Be a one single point of contact for all services on the London Campus including performance.
· Manage (through dotted line) the other site service partner's General Managers i.e. Compass & Benugo.
· Be passionate about the client vision in creating the best workplace experience for everyone.
· Identify areas for growth whilst ensuring the Mitie Commercial Change Control process is adhered to.
· Manage relationships with client stakeholders, mapping and avoiding operational escalations.
· Build of business cases, desired outcomes and project plans and dependencies through scope planning.
· Successful liaison with client stakeholders, avoiding operational escalations.
· Management of any building incident.
· Continuous championing on health & safety initiatives.
· Direct reports of circa 3.
Main duties
· Manage Health and Safety ensuring processes and procedures are adhered to, creating a safety culture.
· Manage and deliver the IFM services working in a matrix with client's colleagues, client business divisions, Mitie Businesses, and departments such as procurement, projects, finance etc.
· Identify and report any business/operational risks following processes.
· Manage 3rd party suppliers to ensure no breach of policy and drive innovation and best practice.
· Proactively undertake daily/ weekly building inspections and report any defects identified via the helpdesk, ensuring timely resolution within agreed SLA's and ensuring the building is ‘fit for purpose' whilst maintaining the client brand within the building.
· Ensure that both client and Mitie procedures are adhered to at all times, utilising the Mitie IMS always.
· Ensure that company priorities and requirements are delivered to reflect - both within and outside the organisation - professional and exemplar services in support of the client and Mitie.
· Manage budget within the building to within cost scope/identify any scope creep or costs outside of budget and follow change control process for any contractual changes with approvals in place before execution. Any under/ overspends to be clearly identified and communicated.
· Manage building KPIs, control actions, audit actions and oversight requirements to ensure they are within the "appetite" of both client and Mitie.
· Support the continual advancement of the Mitie team/service lines within policy, procedures, and delivery.
· Ensure training is achieved within the required timeline with no failures.
· Manage and support call out/escalations for the building.
· To identify growth through extending current areas and developing new services and new markets - Mitie First
· Support continual advancement of the wider team in establishing clear performance targets (SMART) for the team which will significantly improve performance and measure success factors. Ensure all team members have a development plan in place and where necessary Personal Improvement Plans to ensure minimal escalation through appeals and disciplinaries.
· Effectively manage all HR issues pertinent to the team, such as payroll, absenteeism, performance, recruitment, grievances and disciplinary processes.
· Manage the development of an annual budget plan; ensure it reflects an accurate financial picture for the coming year. Effectively drive, control and monitor the P&L launching corrective and preventive actions focussed on productivity and effectiveness.
· Ability to address the client Workplace Services Management Team on a quarterly basis - updating the group on all elements of hard and soft service delivery across London on improvements, concerns, risks and opportunities.
· Strategic review of the London sites usage, proposing any changes to be considered to improve working performance and ability to deliver services.
· Deliver a market leading proposition and service delivery model, which will be externally recognised, creating a customer experience to be replicated across the Mitie organisation.
Person Specification
· Understanding and experience of IFM operational delivery and contractual frameworks.
· Excellent customer service skills.
· Strong commercial acumen and confidence e.g. reporting on financial data, budget performance and understanding of commercial profit and loss accounts.
· Robust M&E understanding due to significant asset maintenance regime.
· Have a strong understanding and awareness of transformation initiatives.
· Comfortable in management of a team.
· Ability to work to own initiative and as part of a large team.
· Commercially astute and able to prepare, articulate and present a sound and profitable business case.
· Excellent relationship management, communication and negotiation skills with the ability to build, manage and maintain these relationships whilst taking full responsibility for the communication of risks & issues into the client teams.
· Highly customer focused with the ability to exceed expectations whilst taking precaution to avoid escalations.
· Ability to work collaboratively with other specialists to improve service delivery and address service delivery issues.
· Proactive and well organised.
· Excellent verbal and written communication skills.
· Excellent IT skills in Microsoft.
· BIFM membership.
· NEBOSH accreditation.
Working within the Mitie values and behaviours
People Mitie is a people business. It's our people, and their drive to do their jobs to the best of their ability that makes us different.
Trustworthy -
We do what we say we will
How we behave…
· We treat all colleagues with respect
· We challenge people when they don't do the right thing
· We welcome advice from anyone that might improve what we do
· We are open and honest
· We think safety and always follow rules for safe working
Helpful -
We go out of our way to make a difference
How we behave…
· We work with each other to achieve the best for clients and for Mitie
· We share information to help colleagues succeed
· We build great relationships
· Our first response to requests will always be positive
· We look out for each other, never walking by unsafe actions or situations
Inspiring -
We help others to be the best they can be
How we behave…
· We support and encourage each other to develop
· We lead by example
· We set clear expectations
· We listen to and learn from others
· We learn from mistakes and incidents to prevent recurrence
Passion Take our people, add their passion, and you get something really special.
Spirited -
We give it everything we've got
How we behave…
· We do good things for each other, the environment and the community
· We appreciate diversity and encourage it
· We demonstrate team spirit
· We are committed to doing things better and setting new standards in all that we do
· We take pride in what we do and have fun doing it
· We celebrate success and say thank you
Fresh thinking We want our people to find inspiration from skill development and career progression, and enjoy respect and recognition for a job well done.
Pioneering -
We do things that excite and amaze
How we behave…
· We bring new ideas to the way we do things
· We are willing to try new things
· We encourage and support innovation
· We consider things from other peoples' points of view
· We embrace new thinking and technologies
· We build health & safety into everything we do
Health and Safety responsibilities
· Follow Group and company policies and procedures at all times;
· Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment;
· Use all work equipment and personal PPE properly and in accordance with training received;
· Report any issues or training needs to your Line manager and /or via your divisional incident reporting system;
Level of Authority
· The job holder will have the authority to carry out their role on a day to day basis in accordance with all prevailing company policies. The job holder will have authority to incur expenditure and to agree legally binding commitments on behalf of the company but these must be in accordance with the company authorisation limits, which are determined by the Authorisation Register
Note
This job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder's role and/or the needs of the business.