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FM Helpdesk Services Manager
3 months ago
We'd all like amazing work to do, and real work-life balance. That's waiting for you at Sainsbury's. For a FTSE business, we move incredibly fast. When we're not handling projects, we're helping all corners of the wider group with what they're trying to achieve. And around here, you can see the results of your work as soon as you walk into a store, which gives you a real sense of purpose and responsibility. Better still, the team around you will listen to your ideas and opinions, and you'll have every chance to try something new. The sheer scale and complexity of our set-up means there's always something else around the corner, and we'll help and support you every step of the way. We're trusted to get on with it. So get ready to make things happen here.
Please note this role is based in Windes.
Why join us
Joining Sainsbury's as an FM Helpdesk Service Manager means being part of a dynamic and collaborative team that is committed to delivering exceptional FM support services. As a key liaison between our third-party service provider and internal stakeholders, you will have the opportunity to make a significant impact by ensuring the delivery of industry-leading support services and effective communication across the business. You will have access to valuable data and insights to drive performance improvements and shape the strategic direction of the helpdesk service. With a focus on stakeholder management, data analysis, and delivering excellent service standards, this role provides an exciting opportunity to contribute to the smooth operations of our sites and play a crucial role in driving efficiencies. Join us and become part of a team that values accountability, resilience, and continuous improvement, enabling you to grow both personally and professionally within a fast-paced and supportive environment.
What you'll do
As the FM Helpdesk Service Manager, you will have the accountability for managing the relationship with a third-party helpdesk service provider, ensuring the delivery of industry-leading FM support services to our colleagues within the FM team and across the group. Using data and insights, your role will involve working collaboratively with the service delivery provider to hold them accountable for delivering a high standard of service and effective communication to key stakeholders within the business. You will liaise with internal and external stakeholders to manage FM works logged, despatch appropriate contractors to site in a timely manner, and provide regular updates. Additionally, you will track and report on call management statistics, ensuring key performance indicators are met, manage and influence the service provider's management of work orders, prioritise urgent work orders, and communicate any external influences that may impact work order volumes. Furthermore, you will support the wider FM team in connecting the helpdesk to the rest of the business, work with stakeholders to understand impacts and requirements, and ensure that the helpdesk colleagues are well-trained and supported to deliver excellent service standards.
Who you are
As the FM Helpdesk Service Manager, you are a highly experienced professional with a background in facility management, specifically in managing third-party suppliers and holding them accountable for their performance. Your expertise in data analysis and turning insights into actionable recommendations enables you to drive improvements and ensure the delivery of a high standard of service and communication to key stakeholders. With your strong stakeholder management skills and excellent communication abilities, you effectively engage with senior stakeholders, virtual teams, and suppliers to effectively meet objectives and respond to requirements. Your resilience, adaptability, and ability to make logical decisions under pressure make you well-suited for this dynamic and fast-paced environment, while your experience in motivating and supporting colleagues during times of change contributes to the success of the FM helpdesk operations.
We are committed to being a truly inclusive retailer so you'll be welcomed whoever you are and wherever you work. Around here, there's always the chance to try something new - whether that's as part of an evolving team or somewhere else across the business - and we take development seriously and promise to support you. We also recognise and celebrate colleagues when they go the extra mile and, where possible, offer flexible working. When you join our team, we'll also offer you an amazing range of benefits. Here are some of them:
Starting off with colleague discount, you'll be able to save 10% on your shopping online and instore at Sainsbury's, Argos, TU and Habitat, and we regularly increase the discount to 15% at points during the year. We've also got you covered for your future with our pensions scheme and life cover. You'll also be able to share in our success as you may be eligible for a performance-related bonus of up to 10% of salary, depending on how we perform.
Your wellbeing is important to us too. You'll receive an annual holiday allowance and you can buy up to an additional week's holiday. We also offer other benefits that will help your money go further such as season ticket loans, cycle to work scheme, health cash plans, salary advance (where you can access some of your pay before pay day) as well access to a great range of discounts from hundreds of other retailers. And if you ever need it there is also an employee assistance programme.
Moments that matter are as important to us as they are to you which is why we give up to 26 weeks' pay for maternity or adoption leave and up to 4 weeks' pay for paternity leave.
Please see www.sainsburys.jobs for a range of our benefits (note, length of service and eligibility criteria may apply).
