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FM Regional Delivery Manager

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  • Remote working
  • £235+ per day
  • Contract , 6 months
  • Full time
  • Eligibility to work: UK
  • Industry: Government
  • Discipline: Facilities Management, Public Sector, Delivery Management, Contracts Management
  • Languages: English

IWFM Level Certificate 4 or equivalent is mandatory – or other health and safety regulations would also work Location for role will ideally be Manchester (due to primary location of work), however we will also accept candidates from Birmingham, Leeds, Liverpool & Nottingham with an expectation to travel

£235 per day to candidate

Role Purpose-

A short summary of the role and team to sell the role to potential candidates- The ‘Elevator Pitch’

(no more than 300 words)

To ensure delivery of an excellent facilities management service to our customers for both Hard and Soft FM Services in order that customers can perform at their best, enabling the delivery of HMRC business objectives.

• To support the lead in delivering proactive supplier relationships management to deliver services in line with agreed contract performance levels and customer requirements.

• Supporting the development/evolution of our customer focused services

• Oversee performance of the hard and soft FM contractors, ensuring coordinated joined up delivery to our customers

• To support the lead to integrate contractor delivery in the Regional Centre whilst ensuring robust management of performance on legacy contracts across the estate

• Input into the review and report on supplier performance to the Estates Area G7 FM Lead, acting to drive continuous improvement

• Supportive leadership and direction of Band O’s, whilst ensuring a collaborative and joined up approach with the rest of the onsite Regional Centre Estates Team and the wider Estates business operation

• Take proactive ownership to manage customer complaints through to timely and successful resolution

• Ensure provision of high quality and consistent communications with customers and key stakeholders including the current HMRC SRM community

• Support escalations through the contractual process as required, managing and owning escalated issues to resolution where appropriate and ensuring effective risk management is applied

• Oversee day to day performance to ensure the successful delivery of services to a changing portfolio of properties across the region

Roles and Responsibilities

(What will the successful candidate be doing? Keep them as brief as possible as candidates will get put off with too much detail)

• Provide a visible presence for our customers ensuring the best quality of service and excellent customer communications

• Collaborate with others to integrate customer services at the local level including:

o With Support Services (access control, mail, FF&E, utilities)

o With Project Delivery (projects including Workplace Improvement Programme and office closures)

o With CDIO (IT service delivery)

o With Estates Transformation (testing and commissioning of new facilities)

• Support with customer feedback and Level 2 complaints

• Provide a proactive local interface with hard and soft FM suppliers and landlords integrating service provision to customers

• Assure hard and soft FM supplier and landlord performance

• Support the monitoring of suppliers KPI’s; supervising regular supplier assessment, analysis and reporting

• Plan, approve and deliver Minor New Works within budget

• With Project Delivery, plan and support project delivery and office closures

• With Estates Transformation, carry out testing and commissioning of new facilities

• Support the mobilisation of new service providers and de-mobilisation of existing suppliers

• Collate and inform appropriate management information to enable the effective management of the estate and suppliers

• Identify and manage customer service and FM risks

• Self-Management and Development

• Manage and develop staff

Requirements

• Experience within a facilities management / contract management function

• Clear demonstration of FM Skills in both meeting customer needs and managing supplier relationships

• Contract/Supplier Management

• Demonstration of strong customer relationship management and customer service ethos

• Understanding key performance related schedules within contracts including assurance of KPIs/SLA’s

IWFM Level Certificate 4 or equivalent is mandatory

  • Quote ref: 990031/21982

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