Head of Workplace Operations

3 weeks ago

London, United Kingdom Mitie Full time

**Job Overview**:

- The management of the Customer Relationship across Critical Site(s)
- Visiting the buildings and engaging / developing customer relationships, forging strong relationships operational and strategic with key stakeholders, wider BBC and Mitie teams
- Management of workplace teams to ensure robustness and resilience to enable smooth service delivery
- Ensuring service delivery, adherence to SLAs and KPIs for all service lines including hard and soft services
- Flexaible in approach to adapt to changing landscapes within our clients business and strategic direction
- Governance of contractual obligations and compliance
- Ensure team and building is audit ready at all times
- Ensure business criticality is a key focus within our delivery, our teams and our sub contractor

**Main Duties**- Health & Safety Compliance & Quality Assurance Management - Site Audits, Compliance Reviews, Investigations
- Leadership & Management - Demonstrate strong management capabilities at all time, excellent organisation, time management, procedure and process management
- Meet and or exceed Budget Targets set within the Profit and Loss Account, utilising reports and effective and efficient team management
- Additional Revenue - Identify additional revenue opportunities in line with appropriate targets
- WIP management - Ensure proactive management of WIP and drive to reduce this by ensuring high levels of First Time Fix and ensuring a strong partnership exists with the Helpdesk team
- Management of Sub Contractors - Proactively manage the delivery of services from agreed Sub Contractors where your team cannot self-deliver and also strive to reduce the use of Sub Contractors
- Excellent Customer Relationship Management - Develop strong relationships with all of your customers ensuring escalations reach you first, develop trust and high levels of communication at all times
- Planning - Support the Helpdesk co-ordinators in ensuring that the monthly PM plans are accurate and maximised for excellent utilisation of the engineers
- To be flexible and undertake other duties to accommodate operational requirements.
- Management of large project works from sub-contractor selection, quote generation and job completion.
- Management of internal quotes and issuing of small-medium value quotations directly to the client.
- Close liaison with our Project Team, Engineering Risk and Strategy, QSHEF and Helpdesk
- Forge strong strategic relationships with our key clients
- Working closely with our key clients to ensure business criticaility and continuity
- Strong in ownership and accountability
- Strong management of technical and/or professional aspects of work and continually maintain technical knowledge

Management of operations and engineering teams, upskilling to ensure resilience

**What we are looking for**:
- Proven experience in a senior account role or similar position
- Demonstratable experience of hard and soft services
- Demonstratable experience in negotiation and meeting client requirements
- Solid understand of budgeting and reporting on progrgess
- Knowledge of performance evaluation techniques and metrics
- Working knowledge of CAFM, reporting, MS Excel, Maximo, MS Office and or relevant software
- Excellent communication and interpersonal abilities with aptitude in fostering long term relationships
- Proven ability to manage a multi discipline service offering
- Ability to motivate multiple teams, professional and ambassadors for the business
- Relevant technical qualification appropriate to the self-delivery offering
- Understanding of changing landscaping to ensure flex proactively to achieve an improved service aligned to clients business strategy and future state
- Able to demonstrate experience in either the M&E / FM industries
- Demonstrable experience of direct Management of sub-contractors.
- Create and work within a strong team environment.
- Demonstratable technical knowledge and understanding of critical network and IT systems
- Solid understanding of Customer Service Levels and Key Performance Indicators
- Commercially aware.
- Ability to work on own initiative, to a high level of accuracy and meet deadlines and manage team to achieve same outputs with the same approach
- Trade skills relevant to M&E/FM/Cleaning industries.
- Good communication and IT skills.
- Strong people management leadership, strong influencing skills and a commercially strong decision maker
- Passion for customer service and experience of developing strong relationships with customers

Ability to consistently delivering and exceeding contractual and business expectations

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