Technical Service Delivery Manager

At Be llrock, we harness technology to give our customers an experience that not only leaves them with advanced building systems. But with peace of mind. And we unlock that by being technology-led, but people-driven. So when youre part of Bellrock, youll get everything you need to be your best at work - because our people are the heart of our business. And were all about helping them to shine.

The SDM is responsible for the contractual and commercial relationships with L&G clients/agencies. This role will give support to that team by coordinating activity, generating information and dealing with immediate issues. The SDM will be responsible for a cluster of sites that will be geographically arranged, many of which you will directly manage without an onsite FM. The SDM will be proficient in Hard and Soft services of facilities management with a strong desire to deliver best in class customer service to the L&G and the occupiers.

How will you be the change?

We believe every role is essential to providing that peace of mind for our customers - whatever part of the business youre in. Because every role plays a part in driving us further. And everyone can be the change. Thats how deliver value for our customers, and building systems that lead the way

And as a Technical Service Delivery Manager with Bellrock, youll do it by

Main duties are broken into 6 key sectors for the role

• Customer Communications
  • Management of the contract and relationship from a site/portfolio perspective.
  • Interface and liaison with occupiers and key stakeholders
  • Delivery of management reporting analytics Validation of life cycle programme
  • Management of asset strategy per portfolio and development of Asset Management Plans.
  • Measure and monitor satisfaction across your portfolio and provide detailed reporting and analysis on satisfaction trends together with improvement plans.
  • Manage and measure key active objectives are on target.
• Commercial activity
  • Manage the portfolio operational performance P&L.
  • Manage and measure the budget forecasting and reforecasting process for your portfolio
  • Deliver cost efficiencies
• Contract performance data and information
  • Manage, measure and deliver contract specific MI and reporting data for the client organisation
  • Delivery of supplier performance monitored through the balance scorecards
  • Manage supply chain to deliver service excellence and account profitability.
  • Manage contract specific KPIs ensuring adherence and quality management.
  • Ensure and improve the delivery of service excellence across the portfolio through maximising efficiency and effectiveness, actively sharing best practice across contracts and seeking opportunities for profit improvement and profitable organic growth.
  • Ensure efficient management of the contracts resources; employees, fleet, suppliers and subcontractors

• Leadership, people and contract restructure
  • Deliver a collaborative team ethos
  • Lead on succession planning for the contract and contribute to succession planning
  • Ensure a culture of compliance
• Risk Management
  • Carry out initial risk management review across the contract and ensure all key mitigations form part of the contract risk plan
  • Carry out full HSQE activity review and identify areas for improvement
  • Set up a comprehensive risk management review program for the contract
• Supply chain performance management
  • Manage the supply chain for your portfolio against the Bellrock Performance Relationship Program.
  • Ensure performance meets the required gold standard levels and drive improvements into the wider PRP program

What does it take?

If youre ready to be the energy that helps us build our business, share our success, and really own it as a Technical Service Delivery Manager, youll need

• Be accountable for customer experience scores and occupier relationships at tactical/ operational level;
• Implement Asset Operation /Lifecycle Plans at local level;
• Be responsible for Facilities Management and Health & Safety (H&S) activity via the supply chain.
• Have authorisation to spend in line with the overall delegation of authority and Service Charge Budgets;
• Be responsible for identifying investment opportunities/risks via day-to-day relationships with occupiers and the supply chain within/around assets;
• Delivery of management reporting and analytics;
• Occupier liaison and service management
• Have a facilities management background with a minimum of 3 years experience and strong customer service credentials.
• IOSH Managing Safety Certificate
• Excellent communicator
• Analytical skills and basic IT skills, such as Word, Excel
• Experienced Service Management professional
• Experience of managing 3rd parties and 3rd party delivered services
• Have or working towards IWFM 3, ILM level 3 in leadership and management or equivalent
• Min 3 years in a multi-site management role in operations preferred

Working arrangements

We embrace smarter working practices which offer our employees the opportunity to work their hours flexibly and remotely where their roles and business needs allow. In this role, the successful candidate would be required to work from the London Paddington office and working two days a week with the team and the rest of the week can be worked from home.

What can we offer you?

Upon joining Bellrock, you can expect a comprehensive benefits package including:

25 days annual leave plus bank holidays + 1 additional day as a thank you (enjoy it, its on us)

Salary exchange pension scheme

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