UK&I FM Operations Manager

UK&I Operations Manager

The UK&I Operations Manager is responsible for the delivery of all aspects of the facilities management scope of services across the client's UK portfolio of offices to ensure a consistent and high-level service delivery through developing an excellent relationship (partnership) with the internal client and external suppliers.

They are responsible for ensuring that all sites conform to our client's Mechanical and Electrical (M&E) engineering infrastructure and FM standards/guidelines in terms of design, operational performance, and overall resilience. The global contract value is circa USD $19M. This role will have up to 5 direct reports and up to 13 indirect reports.

Lead the day-to-day delivery incorporating driving statutory compliance and governance, the management and development of staff, the continual development of our customer operational responsibility.

Key Responsibilities:

• Integrating the overall service delivery model - leveraging both technical engineering (hard services) and facilities management (soft services) to provide a holistic and unified property services solution.
• Acts as single point of contact and develops positive relationships with the client for all IFM services issues.
• Manages on site facilities management operation teams in terms of staffing, training, development, and performance.
• Responds to problems and concerns; implements policy, rules and regulations.
• Manages contractual relationships and works with the Client's Representative to assure excellent service delivery to Client's location; reviews and monitors performance in line with agreed KPI or SLA.
• Supports account management team to monitor and modify the services deliverables in accordance with the change of Client's business needs.
• Implements the standards for inspection and audit protocols for the improvement and/or maintenance of operational delivery.
• Reviews and establishes procedure playbooks that demonstrate performance is being delivered consistently.
• Works collaboratively with various client teams, the CBRE FIL Account Team, and any other central CBRE management teams.
• Ensures contract specific reports are produced and issued in a timely manner.
• Manages the effective implementation of Health, Safety, Security & Environmental policies and procedures to minimise the risk exposure to the Client.
• Reviews and manages contract documents to ensure consistency and adherence with client master contract and CBRE's corporate standards.
• Contributes to account commercial performance through identification of service efficiencies while protecting service levels and KPI performance.
• Develops and controls an annual facility budget, including direct and indirect contract service expenses, preventative maintenance costs, and project/capital items.
• Ensures superior delivery of all contract deliverables, including measurable value-add, innovation, continuous improvement and 'dark green' customer satisfaction feedback.
• Manages various third-party vendors who provide the IFM services; this includes participating in the development of RFP's, assisting in contract negotiations, and SOW, SLA, KPI development.
• Ensures all statutory compliance requirements are met.
• Demonstrates tangible leadership and relationship management skills both across primary client stakeholders and CBRE Account team.
• Ensures compliance in accordance with CBRE and Fidelity International standards.