LOCATIONS: 14 Pier Walk, North Greenwich, SE10 0ES
REPORTS TO: Account Director
BUSINESS AREA: Transport for London
ROLE OVERVIEW AND PURPOSE
As part of the leadership team and reporting into the Managing Director, you will ensure customer expectations are met, with great client relationships and a high standard of service that meets the commercial requirements. You will lead a highly motivated, engaged and skilled workforce to deliver all aspects of Hard FM across the biggest transport sector in London, whilst achieving P&L requirements.
KEY RESPONSIBILITIES
The post holder will be instrumental to the successful delivery of operations of a large portfolio of sites, comprising of approximately 2200 locations
This is a customer facing role, ideally suited to an operator who will lead by example and spend a significant amount of their time engaging with the team and customers
Responsible for the day-to-day management of the service delivery of the Pan TfL M&E Operations on the Contract and quality performance elements of the contract
Provide a safe and healthy environment and working conditions for all direct report employees, circa 170 employees.
Comply with all ABM’s policies/procedures to ensure timely and effectively implementation
Ensure contractual commitments are met in accordance with contract SLA’s / KPIs and other requirements detailed within the contract documentation
Drive quality, innovation, and continuous improvement
Promote an open and servant leadership management style that encourages progress and development with team members and customer stakeholders
To be customer focused within all areas of operational activities and maximise relationships with our customers
Ensure the contracts are staffed by fully competent trained teams, with all post holders being appropriately skilled and experienced to undertake their roles effectively, and that effective succession planning arrangements are in place
Deliver effective communication through competent advice, leadership and direct contribution to client management meetings, briefings, employee forums, correspondence and monthly and ad-hoc reporting, as appropriate
Ensuring the efficient and effective operation, maintenance and repair of the sites M&E Plant and equipment and services
Keep our customers’ buildings safe and compliant
Hold appropriate and up to date records
Achieve financial budget targets set by the Managing Director
Compliance with and record keeping for Company ISO Quality Management Systems
Control and monitor the performance of the specialist service provider and sub-contractors
Minimising Company risk from a technical, financial or health and safety perspective by making appropriate checks in a timely manner
Responsibility for the operational management and service delivery of all contracted services
Managing costs and maximising profitability in line with the budget and the requirements of the contract
Other reasonable activities as necessary
The responsibilities outlined are not intended to be exhaustive and other duties may be required from time to time
COMPLEXITY
To successfully manage the operation of all areas of the contracted FM services.
Compliance to ABM Quality, Health & Safety policies
To manage the relationships with all stakeholders
To manage the team by example and through effective use of management and motivational techniques to develop skills to grow the business
To champion best practice across all activities of the contract and act as the driver for change in pursuit of continuous improvement
Ensure customer / client satisfaction is met or exceeded at all times
Meet with key stakeholders on a regular basis and generate networking opportunities
Ensures compliance with environmental and industry regulations, where required
REQUIRED SKILLS, QUALIFICATIONS AND EXPERIENCE
Ideally qualified to degree level or equivalent experience
Considerable experience within the Transport Sector or similar contracting environment including experience liaising with investors as well as end service customers
Excellent financial acumen with experience of running P&L consisting of multiple clients / stakeholders
Excellent presentation, influencing and motivation skills
Inspirational servant leader with experience of working collaboratively with a multi-disciplinary team in a matrixed organisation
Member of BIFM, appropriate FM or Technical qualifications
Experience in CAFM, Finance and Intranet HR / Payroll Systems
Proactive and enthusiastic Team Player that brings out the best in others
Possesses MS office (word, excel and PowerPoint) skills
Health and Safety aware in all aspects of the business
Highly customer focused with a capacity to learn and progress
Visibly demonstrates a “Can Do’ attitude that encourages team participation
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