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Service Delivery Manager
| Posting date: | 14 January 2025 |
|---|---|
| Hours: | Full time |
| Closing date: | 13 February 2025 |
| Location: | G73 1AU |
| Company: | Mitie |
| Job type: | Permanent |
| Job reference: | 68493 |
Summary
Job objectives and responsibilities
· To assist with the day to day operational service delivery of a team of engineers, operatives and sub-contractors, to achieve the highest level of service to the buildings' occupants in the most cost effective, technically competent and safe manner
· Commerical Awareness, including understanding of decision making on the P&L, WIP & Debt
· To develop and maintain a high level of customer service and relationships
· This role is based in and around Edinburgh covering a variety of properties such as offices, schools and care homes
· An Electric Vehicle is provided as part of this role
Will be a requirement to be part of an escalation rota
Main duties
· To ensure all types of PPM, Reactive and Quote requests are productively and efficiently completed within the contractual SLA/KPI requirements - working closely with the Helpdesk
· To effectively co-ordinate all sub contractor tasks to ensure maximum efficiencies - working closely with the helpdesk
· To ensure maximine product and efficiency for all operatives
· To ensure that all asset information and PPM frequencies are correct
· To ensure all statutory and mandatory certification is in place within the SLA's
· To ensure all remedial works are captured and actioned
· Work with Finance Administrator to ensure WIP is tightly managed
· Understand the commercial/financial impacts on the contract
· To build and maintain engagement with other stakeholders on the contract, including other Mitie internal businesses
· To develop an FMR/Risk Register
· To ensure we maximise the use of Framework Supply Chain
· To ensure the correct skill sets are available within the engineering teams, including the appointment of Authorised Persons as required
· To ensure that all necessary security vetting is in place for internal & external personnel
· Work with Sustainability & Energy Manager to drive energy awareness and initiatives
· To monitor and control overtime within the defined process
· To proactively drive the efficient use of handheld technologies
· Produce internal and external reports as required
· To review management information to drive improvements and efficiencies, and identify root causes and trends
· Pro-actively demonstrate and work to the Company's values Ensure self and team carry out duties in accordance with all Health and Safety procedures, Codes of Practice and Statutory Regulations
· Undertake, coaching, support and development for team members
· Undertake scheduled audits to ensure performance continues to provide the best value-for-money service
· Ensure compliance for all necessary Permit to Work Systems
· Assist in the implementation of improvements to procedures and systems, making recommendations as appropriate
· Drive best practice behaviours within the team and ensure timely completion of all records including but not limited to timesheets, purchase card receipts and mileage returns
· Actively encourage continuous improvement through the use of the Incentive Scheme and the Reward & Recognition Schemes
· To understand and comply with policies and procedures
· To attend and fully participate in training and appraisal activities as required
· To undertake additional duties in line with capabilities as required
Person Specification
· Experience of dealing with internal and external stakeholders
· Ability to form excellent working relationships with internal and external stakeholders
· Can demonstrate understanding and leading by example for health and safety
· Excellent customer service skills
· Flexible approach to duties
· Able to work on own initiative
· Able to plan and organise workload
· Able to complete paperwork and forms accurately and legibly
· Ability to review and understand the Management Information provided
· To assist with the day to day operational service delivery of a team of engineers, operatives and sub-contractors, to achieve the highest level of service to the buildings' occupants in the most cost effective, technically competent and safe manner
· Commerical Awareness, including understanding of decision making on the P&L, WIP & Debt
· To develop and maintain a high level of customer service and relationships
· This role is based in and around Edinburgh covering a variety of properties such as offices, schools and care homes
· An Electric Vehicle is provided as part of this role
Will be a requirement to be part of an escalation rota
Main duties
· To ensure all types of PPM, Reactive and Quote requests are productively and efficiently completed within the contractual SLA/KPI requirements - working closely with the Helpdesk
· To effectively co-ordinate all sub contractor tasks to ensure maximum efficiencies - working closely with the helpdesk
· To ensure maximine product and efficiency for all operatives
· To ensure that all asset information and PPM frequencies are correct
· To ensure all statutory and mandatory certification is in place within the SLA's
· To ensure all remedial works are captured and actioned
· Work with Finance Administrator to ensure WIP is tightly managed
· Understand the commercial/financial impacts on the contract
· To build and maintain engagement with other stakeholders on the contract, including other Mitie internal businesses
· To develop an FMR/Risk Register
· To ensure we maximise the use of Framework Supply Chain
· To ensure the correct skill sets are available within the engineering teams, including the appointment of Authorised Persons as required
· To ensure that all necessary security vetting is in place for internal & external personnel
· Work with Sustainability & Energy Manager to drive energy awareness and initiatives
· To monitor and control overtime within the defined process
· To proactively drive the efficient use of handheld technologies
· Produce internal and external reports as required
· To review management information to drive improvements and efficiencies, and identify root causes and trends
· Pro-actively demonstrate and work to the Company's values Ensure self and team carry out duties in accordance with all Health and Safety procedures, Codes of Practice and Statutory Regulations
· Undertake, coaching, support and development for team members
· Undertake scheduled audits to ensure performance continues to provide the best value-for-money service
· Ensure compliance for all necessary Permit to Work Systems
· Assist in the implementation of improvements to procedures and systems, making recommendations as appropriate
· Drive best practice behaviours within the team and ensure timely completion of all records including but not limited to timesheets, purchase card receipts and mileage returns
· Actively encourage continuous improvement through the use of the Incentive Scheme and the Reward & Recognition Schemes
· To understand and comply with policies and procedures
· To attend and fully participate in training and appraisal activities as required
· To undertake additional duties in line with capabilities as required
Person Specification
· Experience of dealing with internal and external stakeholders
· Ability to form excellent working relationships with internal and external stakeholders
· Can demonstrate understanding and leading by example for health and safety
· Excellent customer service skills
· Flexible approach to duties
· Able to work on own initiative
· Able to plan and organise workload
· Able to complete paperwork and forms accurately and legibly
· Ability to review and understand the Management Information provided