FM Service Operations Lead - People & Performance

GTS Group Ltd; Farnborough; On-site; GBP 40,000 - 54,000; Full time

Benefits offered by this job

Annual bonus

Pension contributions up to 10%

26 days leave + bank holidays

Holiday buy/sell option

Job summary

GTS Group Ltd in the United Kingdom is seeking an experienced FM Service Supervisor to lead a team and support up to 50 field-based engineers across major FM contracts in sectors including Banking and Healthcare.

You will own day-to-day service operations, drive performance against KPIs and SLAs, and develop the team while collaborating with Service Managers, Sales and customers to ensure service excellence and smooth delivery.

Qualifications

• Must have proven experience leading, developing and driving the performance of an operational service team.
• Experience managing or supervising a service coordination, service administration or operational support team.
• Experience working against operational KPIs and customer SLAs.

Responsibilities

• Leading, coaching and developing a team of approximately 8 service support/coordinator staff.
• Overseeing the coordination and operational support of up to 50 field-based engineers.
• Managing workloads, resources, attendance and team performance to ensure operational priorities are achieved.
• Supporting the delivery of major Facilities Management contracts across Banking, Healthcare and other large customer environments.
• Monitoring performance against KPIs, SLAs and contractual service requirements, identifying trends and areas for improvement.
• Overseeing engineer scheduling, dispatch and planned maintenance activities.
• Acting as an escalation point for operational and customer service issues, ensuring problems are resolved effectively.
• Working closely with Service Managers, Engineers, Sales teams and customers to maintain excellent service delivery.
• Overseeing key service administration activities including quotations, invoicing, procurement, contract administration and service documentation.
• Supporting Health & Safety, RAMS and wider compliance processes.
• Producing operational reports and updates for senior management.
• Identifying opportunities to improve processes, systems, team efficiency and the overall customer experience.
• Supporting the implementation of new systems, processes and continuous improvement initiatives.

Skills

People leadership

Coaching

Performance management

Workload planning

Team development

Customer & stakeholder management

Service scheduling

KPIs & SLAs

Microsoft Excel

Tools

Microsoft Office

Excel

Job description

GTS Group Ltd in the United Kingdom is seeking an experienced FM Service Supervisor to lead a team and support up to 50 field-based engineers across major FM contracts in sectors including Banking and Healthcare.

You will own day-to-day service operations, drive performance against KPIs and SLAs, and develop the team while collaborating with Service Managers, Sales and customers to ensure service excellence and smooth delivery.