Hard Services Manager

Pinnacle Group provides people-first, integrated services across a range of community-facing assets and infrastructure - including multi-tenure housing, schools, open spaces, public buildings, utilities and broadband networks - as well as a range of complementaryemployment and wellbeing outcomes. Across the UK, Pinnacle supports over 300,000 homes, 200 schools and 80 public buildings creating value, providing stewardship and generating positive outcomes for our customers, our partners and our clients.

Our FM business delivers Facilities Management to homes, public and private sector bodies including Registered Providers, schools, universities and blue light statutory authorities. We pride ourselves on placing people at the centre of what we do, whilemaintaining our values of high quality and excellent customer care.

**The Role - Hard Services Manager**

To manage all Hard Services related operations within the Clacton PFI Contracts to ensure full compliance with Health & Safety legislation the contract specification.

**Duties/Key Responsibilities**
- Management of all Hard Services delivered either in-house or by contractors - effective management of contractors on site
- Support and develop Life Cycle planning, implementation and monitoring in consultation with stakeholders and the SPV (QED).
- Ensure compliance with all relevant statutory requirements.
- Manage the contract Utility Management, target and monitor consumptions and introduce appropriate energy saving and environmental initiatives to meet and exceed contractual requirements.
- Ensure that procured products and services are of specified quality, are safe, compliant and from sustainable and traceable sources
- Manage project specific risks including the preparation, implementation, monitoring and review of risk management plans.
- Ensure that Hard Services best practice is shared between functions, sites and contracts
- To create, manage and monitor planned maintenance programs in line with the contractual requirements
- To produce a budget for the planned maintenance delivery.
- Develop, manage and monitor the financial performance against the budget with reports, forecasts, overspend justification and identification of risks.
- Manage, monitor, review and improve technical services provided under the contract, either directly or through contractors.
- Be proactive in identifying cost-saving and profit-making opportunities within the bounds of the contract specification.
- Support the Contract Manager to monitor and review actual costs against budget and take timely action to rectify.
- Understand the organisation's strategic aims and translate them into practice
- Assist the Contract Manager to develop and maintain systems and procedures to ensure the smooth running of the service.
- Assist the Contract Manager to proactively monitor and measure customer satisfaction both quantitively and qualitatively on a regular basis
- Deliver services with a full understanding of the contract specification (particularly output specifications) and statutory requirements
- Build professional relationships with key external stakeholders to ensure customer satisfaction, whilst also meeting the organisation's strategic and financial aims.
- Ability to work closely with the senior management team
- Build professional relationships with colleagues
- Help facilitate clear communication between all contract stakeholders
- Assist the Contract Manager in the recruitment, induction, development and management of operational staff, in line with company and statutory procedures, including safeguarding children requirements
- Coach and motivate colleagues to deliver services in line with the contract specification and to the customer's satisfaction - build colleagues' technical expertise
- Assist the Contract Manager and Site Controller to monitor staff performance and behaviour and address any staff performance or behaviour issues as and when they arise and in consultation with Human Resources.

**Skills**
- Provide a clear sense of leadership and direction
- Lead and motivate others towards objectives
- Set an example through a desire for success and achievement
- Accept responsibility
- Act as an ambassador for Pinnacle
- Take appropriate and decisive managerial action after considering a range of options
- Take decisions that facilitate long term business success
- Make decisions which contribute effectively to key business needs
- Take tough decisions when business needs dictate
- Work to achieve customer satisfaction
- Be sensitive to the needs of client and customers
- Demand a customer focus from all staff
- Recognise the business importance of customer service
- Establish rapport with the Client, customers and key players
- Consult, listen and elicit ideas from others.Be sensitive to other people's feelings and know when to adopt a tougher line.
- Support staff in appropriate situations
- Demonstrate tolerance and equality
- Be sensitive to business priorities, community feelings and staff needs.
- Monitor self and staff performance
- Regularly discusses performance with staff and takes practical steps to realise the potential of self and others
- Demonstrate enthusiasm and commitment
- Demonstrate a capacity for energy and persistence over