M&E Operations Manager

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JOB TITLE: M&E Senior Operations Manager

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
• A “problem solver” with ambition to achieve