Jobs in Kingston Upon Thames, Grande-Bretagne

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To provide support to the Regional Operations Director and be accountable for driving performance to achieve operational excellence meeting all agreed KPI’s within your business unit. The Area Engineering Manager is a key role providing strategic and tactical operational leadership across the business unit. The role ensures that each client receives a high quality and efficient service, meeting or exceeding all KPIs.

This role provides strategic and tactical operational leadership to a client facing, multi-skilled, field-based Engineering team. In a collaborative matrix environment, you will align with our Customer Experience Centre and Account management teams to ensure a seamless client delivery through a One Team approach.

Passionate about service delivery, you will manage all work allocated to Integral engineers and trusted supply partners; and the compliant closure of these work orders while achieving stringent KPIs. You will be a commercially biased decision maker focused on delivering exceptional standards, managing the budget and delivering services of assigned local business contracts to meet financial and client KPI targets.

Through visible leadership, coaching, mentoring, development, and quality management, you will develop and motivate your team to achieve first class Engineering service, driving confidence in delivery to stakeholders. You will be calm under pressure, enable and support your team to be the best they can be, and ensure process & quality standards are adhered to. You will use standard operating models, playbooks, and data to analyse performance against targets, KPIs and SLAs, with customer service at the heart of everything you do.

Engineering Delivery

• To promote and ensure compliance with Health, Safety and Environmental policies and procedures, aligned with the business H&S team.
• Ensure all statutory, mandatory, and routine planned maintenance inspections are completed in accordance with the annual maintenance programme and KPIs.
• Ensure company standard operating procedures are implemented and adhered to within your business unit.
• Business acumen: work with Account Management to maximise contract margins while delivering customer SLAs.
• Support Account Managers with customer visits and meetings.
• Take the lead for Engineering for client accounts.
• Provide technical support to clusters.
• Support clusters on engineering recruitment, Training Needs Analysis (TNA) & skills development.
• Establish and maintain consistent operational performance in line with KPIs and service levels to ensure customer satisfaction and contract measures are met within the region.
• Ensure Quality Assurance procedures are adhered to and new policies and change processes are implemented to improve operational performance.
• Proactively manage Health & Safety, ensuring a safe working environment and a safety-driven culture; ensure all policies and procedures are followed.
• Own and manage the P&L for their Region to achieve or exceed financial targets for operational performance, training and development, H&S, revenue, and expenses.
• Ensure Incident, Operational and Financial Management Reports are submitted on time and in the required format.
• Audit team activities and feedback promptly and effectively.
• Oversee engineers’ Toolbox Talks to a high standard, including operational procedures and contract information.
• Provide general support and best-practice advice on contracts and engineering issues, particularly during tender/bids.
• Ensure technical support and infrastructure are maintained to preserve performance levels.
• Lead, develop and coach the Engineering team to deliver customer excellence on contracts in their region.
• Respond to escalations to support the client through to resolution and take ownership.
• Resolve queries to ensure customers receive the highest quality of service.
• Proactively audit customer sites and Technicians within the region.

Continuous Improvement

• Increase stability through standardisation and consistent processes to drive confidence in delivery.
• Identify opportunities for continual service delivery improvement and liaise with internal teams to gain buy-in.
• Embed a Right First-Time approach, conduct root cause analysis, and implement fixes to prevent repeat failures.
• Hold listening sessions and employee forums to gather feedback and implement improvements.
• Continue to innovate, share best practice, and adopt new ways of working through technology and MI.
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Team Performance

Ensure the team is equipped to complete tasks through regular 1:1s, training, coaching and development; monitor daily performance and provide timely feedback; conduct regular coaching sessions; identify trends and implement measures (including Performance Improvement Plans).

Ensure teams are aware of call statistics, KPI’s and targets, and have knowledge of processes, procedures, and contracts to meet KPIs.

Leadership – Role Model Integral Values & Behaviours

Provide robust people management principles: leadership, motivation, performance management, quality principles, and development initiatives to meet targets and expectations; operate within SLAs and policies; take ownership of your performance and development; follow HR processes; act professionally at all times; collaborate across teams as needed.

Essential Qualifications & Experience

• Experience in leading a multi-functional Engineering delivery team – minimum 2 years
• A formal Hard FM qualification, NEBOSH or IOSH Managing Safely Certified
• Proven track record of managing performance to KPIs
• Knowledge of logistical and operational planning
• Proven people management skills; motivating and leading teams in a fast-paced environment
• Good understanding of Microsoft Office and IT
• Understanding of planned/reactive maintenance and legal obligations
• Demonstrate commercial understanding
• Experience in using CAFM or other management systems, including scheduling systems
• Good communication skills – written and verbal
• Ability to deliver on targets and keep calm in a high-paced environment
• Self-motivated and enthusiastic; collaborative problem-solving

Location: Remote – Birmingham, GB; Cheshire, GB

If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements. For any adjustments to the application process, please email EMEATA@jll.com or call +44 (0)20 7493 4933 to discuss how to best support you. Please note, contact details are for adjustments to the hiring process. General recruiting inquiries can be directed to our Contact Us page.

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