Service Delivery Manager

MITIE GROUP PLC ,
London, Greater London
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Company Description Mitie was founded in 1987, Mitie is the UK's leading facilities management and professional services company, looking after a large, diverse, blue-chip customer base, from banks and retailers, to hospitals, schools and government offices. Mitie has over 49,000 people, 100+ office locations, and thousands of customers across the country, there's no limit to what you can achieve if you work for us. Values: Delivering the exceptional, every day Our purpose: our expertise, care, technology and insight create amazing work environments, helping our customers be exceptional every day. Our promise to our people: a place to work where you can thrive and be your best every day. Our promise to our customers: a trusted partner creating exceptional environments for your customers and people, adding value every day. Our culture - our core values and how we behave: 1. We are one Mitie: we work as one to deliver a seamless, unrivalled service. We are all in it together, if we can help a customer or colleague in any way, we will. We are one Mitie. 2. We are built on integrity and trust: integrity and trust are at the heart of all we do. We are the face of company. We treat others as we would like to be treated. We are proud to work for Mitie. 3. We go the extra mile: whether it's keeping things running smoothly in a safe environment, looking for new ways to do things better or fixing problems, going the extra mile for our colleagues and customers and keeping our promises is in our DNA. 4. Our diversity makes us stronger: we are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal. 5. Our customers' business, is our business: we are a partner, trusted for our expertise and for putting our customers at the heart of everything we do. Behaviours: Knowledge of relevant procedures Level of customer Service Team Player Health and safety awareness and knowledge Communication Job Description Job Overview: * Lead and Manage a team of both Soft and Hard services streams. This will include conducting one to one meetings and reviewing productivity, checking compliance to contract specific KPI and using performance management to maintain or improve daily, weekly and monthly objectives. * To be a visible point of contact for client escalations and to manage solutions through to completion on-site with technicians, clients and sub-contract partners. * Work in partnership with Service-desk and Planned Maintenance Teams to ensure delivery of tasks and implement best practice for staff and contract partners Ensure all QHSE, HR, Finance policies and procedures are in place and followed Key responsibilities: * Manages the delivery of the client's expectations and act as an escalation point of contact * Build repour with the client and wider team * Provide visible leadership to team members and peers by collaborating with others; articulating ideas and viewpoints to senior management, peers and others; identifying and initiating projects; managing resources; driving the resolution of issues; and holding self and team accountable for results * Undertake cost analysis for facilities management and project works * Assist in meeting client requirements * Perform risk assessment, value management and cost control exercises * Visit sites as necessary to compile accurate quoted works * Advise on maintenance, repair and refurbishment techniques to minimise future maintenance risk, contributing to the creation of method statements * Can challenge the business and develop new delivery models * Maintain awareness of the FM industry in general and the various contracts in use * Contribute business improvement/efficiency ideas and initiatives * Budget management * Manages the delivery of a team and escalates individual performance issues. About you: Essential: Minimum 5 years proven experience in field service management Experience working within the Facilities Management or Service Industry Proven experience liaising with clients from a technical stand point Able to provide costing build up based on labour, material and relevant contracted rates Ability to present proposal, both internally and externally, in a professional manner and with a full understanding of the delivery solution put forward; including validation of innovation or cost savings put forward Time served tradesperson - Mechanical/Hvac bias IT literate with the ability to interpret and extract data from reports Experience in a technical FM business including compliance and H&S Management Desirable: Facilities Management qualification Project management experience Additional Information Health and Safety responsibilities * Follow Group and company policies and procedures at all times; * Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment; * Use all work e

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