Technical Service Manager

The Technical Services Manager (TSM) is responsible for managing the high standard of operational services in Mechanical, Electrical and public health (MEP) systems required across the WPM portfolio, ensuring consistent, seamless and efficient standards are met, to ensure the Occupiers and their visitors can focus on their core business.

Responsibilities:

• Manage the delivery of planned and reactive Hard FM services across all properties having total responsibility for operational performance (Direct labor and specialist Sub-Contractors), Health & Safety, Human Resource Management, meeting all quality & compliance standards and service level agreements to achieve targeted profitability.
• Review all existing site-specific policies and operational procedures (EOP, SOP) to ensure they fit with the value framework and make all necessary changes to ensure our operational delivery model is consistent with ISO 9001 standards and the requirements of our client(s).
• Develop and implement operational best practices and working initiatives.
• Ensure building regulations, statutory obligations, legislative compliance, and best working practice are delivered.
• Effectively contribute to the completion of individual buildings Activity Calendar and significant building events. E.g. Annual black building tests, M&E audits, actions, and document review
• Proven track record of technical problem solving.
• Foster and develop a unique One Team relationship between the management team, service partners and all other stakeholders to create a seamless and unified customer experience.
• Manage and monitor operational performance, providing formal monthly performance monitoring reports
• Effectively manage the allocated service partners and their contract performance, including managing key relationships, monitoring contract administration, and driving operational improvements; ensuring work output is in line with contractual obligations.
• Act as Responsible Person Legionella (Water)
• Develop a Contract Risk Register to manage and monitor operational and commercial risks as they become known.
• OOH availability for Critical call out to support and guide if required
• Production of high-quality technical reports to support position statements in response to significant reactive breakdowns and/or client requests or when seeking additional expenditure approvals.
• Practice effective risk management, establishing controls, procedures, health and safety systems, audits etc. which ensure that services are compliant with legislation and that contingency plans are in place.
• Meet monthly with core service partners and ensure Key Performance Indicators (KPIs), Service Level Agreements (SLAs) and reports are completed promptly and accurately.
• Ensure all contracts are maintained within the agreed budget and seek alternative ways to improve customer service and reduce expenditure.
• Ensuring positive constructive relationships is developed based on a long-term partnership approach with the clients
• Lead in energy management for the portfolio at individual building level. Ensuring that buildings are being operated at optimum performance and energy is being closely managed and reported on.
• To enhance the capability of existing buildings technology, contributing where required to the development of new SMART building technology platforms, and data analysis. Ensure the Client's assets operate at their optimum performance and that energy is closely managed and reported in accordance with building accreditations such as Nabers.
• Ensure that any one-off and non-contractual operational tasks are fulfilled to a high specification and within a dedicated timeframe, to include out-of-hour services for occupier events and special projects.

HSE and Compliance:

• Role modelling HSE behaviors & best practice.
• Leading HSE culture throughout the team.
• Undertaking Site Safety Inspections and Audits in accordance with company standards.
• Accountability for team adherence to HSE legislation, process & policies (both Statutory & Company) for team, including accident investigation, reporting, risk assessments, audits

Commercial:

• Manage the P&L performance of the contract in a cost-effective manner, ensuring value for money is achieved across the board and profit targets are achieved, highlighting commercial areas of concern to the Account Director and Divisional Finance Director.
• Report on P&L performance on a monthly and YTD basis, taking full accountability to deliver to budget, minimize aged debt and actively recovering WIP in line with agreed timescales.
• Fully understanding commercial contract & scope of service delivery within contract cost model.
• Ensure all invoices are submitted within the required timeframes (both internal and client) & extensions applied whenever necessary.
• Adhere to appropriate authority levels for all commercial activity.
• Working within agreed protocols for Small/Extra Works providing quotes for the consideration of the client to maximize the available opportunities for additional profitable revenue.
• Ensure Purchase Orders are issued to the contracted supply chain in a timely manner so that schedule and reactive services meet all operational demands in accordance with contract service level agreement.
• Manage supply chain invoice submissions in accordance with good commercial practice ensuring payments are only made when services have been delivered to the required standards
• Build cost books and follow the CRB process

Qualifications:

• Industry relevant qualifications
• Computer literate in CAFM, Word, Excel, Outlook
• Preferably equivalent to a minimum of 10 years’ experience at technical engineering management level.
• National General Certificate in Occupational Safety and Health – accredited by NEBOSH or IOSH
• Proven track record of technical problem solving
• Ability to communicate technical subjects to non-technical customers and team members
• Ability to produce technical reports
• Adept at managing the change process to a diverse group, promoting best practice and strategic advice where appropriate
• All successful candidates must be able to pass a DBS check at JLL cost