Operations Manager

at  Mitie

POSITION OVERVIEW

Mitie are in year 20 of the 25-year Armada PFI Contract delivering Hard and Soft Services in support of the Naval Base accommodation areas (mainly HMS DRAKE) and some local remote locations. The Operations Manager will be directly responsible for the management of a range of Soft Services and the direct management of 3 main sub-contractors (CRL contract, security camera/parking contract and the nursery provider). This is a challenging and busy role, offering the reward of personal achievement realised through drive and determination. The role is based in HM Naval Base Devonport and may require occasional travel within the Southwest.
The Operations Manager will be directly responsible to the Account Director (AD) for the efficient and effective management and operation of the Soft Services elements of the Armada PFI Contract. The Operations Manager will also deputise for and assist the Account Director with Hard Service elements of the contract, including management and oversight of lifecycle and capital projects as well reactive & planned maintenance. Develop strategic plans for growth of the contract, collaborating and considering client estate development plans, financial and commercial drivers and existing contract resources and will also represent Mitie stakeholder interests in the PFI Exit Strategy process.
Management and oversight of the CAFM system as well as insuring that all Hard & Soft FM activity undertaken within the contract is undertaken in accordance with both contract KPI compliance and relevant statutory compliance.

Responsibilities

• Direct line management of the Grounds Management team and contract management of the 3 principal sub-contractors.
• To act as the senior management representative on the contract for Soft Services and support the Account Director (AD) for with Hard Services elements where necessary and deputise during periods of AD absence.
• Ensure that the Hard & Soft services elements of the contract are coordinated and efficiently delivered through appropriate direction and guidance of the respective managers, technical operatives and supply chain partners.
• Develop and deliver organic growth opportunities for the contract through an understanding of the client estate development plans, empirical data relating to the estate and wider defence operational requirements.
• Accountability for the overall performance of the Soft Services element of the contract financially, operationally and from a QSHE perspective
• To ensure that all safe systems of work are in place and being managed and adhered to in accordance with MOD requirements (JSP’s), as well as ensuring that appropriate ACOP’s & statutory requirements are adhered to and effectively managed (e.g. HSE L8, LOLER, PUWER)
• Responsible for ensuring that all Soft Services activity is carried out within the terms of the Contract and issues having an effect on the life cycle/planned maintenance programme are noted and taken into account during the development of the forward programme.
• Develop management plans to ensure delivery of financial budget and target requirements for Soft Services
• Comply with the governance polices and procedures directed by the Senior Commercial Manager for the proper financial and commercial management of the Hard & Soft Services elements of the contract.
• Provide support to the Account Director in the compilation of statistics and data for the MBR monthly reporting process, the Account Operating Plan (AOP).
• Develop Hard Services resource plan to ensure adequate and competent staffing arrangements are in place to meet company and contract requirements, including succession planning and the talent review process.
• Ensure Soft Services staff performance appraisals and development plans are completed in accordance with Company MiReview policy.
• Manage the Armada PFI MyVoice Employee Survey Action Plan and champion employee engagement.
• Ensure that the Contract Business Continuity Plan (BCP) is maintained and periodically reviewed.
• Management, co-ordination and liaison with the principal sub-contracts employed on the Contract ensuring that the performance to the business is regularly reviewed for compliance again the output specification.
• Ensure the Contract complies with the Integrated Management System (Quality, Health and Safety and Environment (QSHE)) and processes and procedures are developed, approved and routinely audited)
• Undertake regular and documented site quality checks on each service deliverable and ensure that resultant findings are acted upon including Catering.
• Perform the role of ‘intelligent provider’ for the Authority by acting as the focal point for all Soft Services related issues, advice and strategy.
• Produce annual business plan for Soft Services and manage the gathering and consolidation of relevant information in support of monthly reports against each of the service lines.
• Provide management oversight and intellect in the interpretation retail and catering trading accounts and work with the service provider in developing the business to its optimum level.
• Ensure that all business process documentation pertinent to the Soft Service business is up to date and fit for purpose and also ensure that any changes necessary are undertaken.
• Support the Account Director with the Account NPS Survey results and associated NPS Survey Action Plan to maintain and/or improve the Account net promoter score(s).

EXPERIENCE:

Ideally coming from a Soft Services background within a broader facilities management or support services environment.
Experience of leading and managing a larger multidisciplinary team.
Substantial, quantifiable and demonstrable experience in a similar role at this level within a similar organisation structure.
Extensive experience in managing support services in either the public or private sector preferably within government sector organisations.
Key Account Client Management at all levels.
Previous experience of dealing with complex contract arrangements.
Extensive experience in managing senior management grade staff.
Experience of growing business through organic growth and new business.
Ability to develop innovative business propositions which reflect the changing marketplace issue resolution, incidence management, value-add to the business, cost savings and new business.
PFI experience is desirable.
Skills and Personal Qualities:
High degree of direction, self-reliance, assertiveness and the ability to hit the ground running.
Strong planning, communication and people skills together with a “hands-on” approach, with the ability to lead a team.
Excellent interpersonal, communications and presentation skills.
Interprets business needs and champions decisive action to achieve the vision.
Ability to challenge positively and debate confidently.
Encourages an environment where creativity can flourish.
Excellent stakeholder/client management skills, with the ability to quickly demonstrate an understanding of our business and our clients’ business and the market dynamics in which we operate.
Champions talent management and succession planning processes.
Ability to influence diverse groups and engage at all levels both internally and externally.
Excellent negotiation skills, based on strong operational acumen
Real passion and enthusiasm to succeed.
Promotes a culture where individuals feel enabled to make decisions and act on them.

• Direct line management of the Grounds Management team and contract management of the 3 principal sub-contractors.
• To act as the senior management representative on the contract for Soft Services and support the Account Director (AD) for with Hard Services elements where necessary and deputise during periods of AD absence.
• Ensure that the Hard & Soft services elements of the contract are coordinated and efficiently delivered through appropriate direction and guidance of the respective managers, technical operatives and supply chain partners.
• Develop and deliver organic growth opportunities for the contract through an understanding of the client estate development plans, empirical data relating to the estate and wider defence operational requirements.
• Accountability for the overall performance of the Soft Services element of the contract financially, operationally and from a QSHE perspective
• To ensure that all safe systems of work are in place and being managed and adhered to in accordance with MOD requirements (JSP’s), as well as ensuring that appropriate ACOP’s & statutory requirements are adhered to and effectively managed (e.g. HSE L8, LOLER, PUWER)
• Responsible for ensuring that all Soft Services activity is carried out within the terms of the Contract and issues having an effect on the life cycle/planned maintenance programme are noted and taken into account during the development of the forward programme.
• Develop management plans to ensure delivery of financial budget and target requirements for Soft Services
• Comply with the governance polices and procedures directed by the Senior Commercial Manager for the proper financial and commercial management of the Hard & Soft Services elements of the contract.
• Provide support to the Account Director in the compilation of statistics and data for the MBR monthly reporting process, the Account Operating Plan (AOP).
• Develop Hard Services resource plan to ensure adequate and competent staffing arrangements are in place to meet company and contract requirements, including succession planning and the talent review process.
• Ensure Soft Services staff performance appraisals and development plans are completed in accordance with Company MiReview policy.
• Manage the Armada PFI MyVoice Employee Survey Action Plan and champion employee engagement.
• Ensure that the Contract Business Continuity Plan (BCP) is maintained and periodically reviewed.
• Management, co-ordination and liaison with the principal sub-contracts employed on the Contract ensuring that the performance to the business is regularly reviewed for compliance again the output specification.
• Ensure the Contract complies with the Integrated Management System (Quality, Health and Safety and Environment (QSHE)) and processes and procedures are developed, approved and routinely audited)
• Undertake regular and documented site quality checks on each service deliverable and ensure that resultant findings are acted upon including Catering.
• Perform the role of ‘intelligent provider’ for the Authority by acting as the focal point for all Soft Services related issues, advice and strategy.
• Produce annual business plan for Soft Services and manage the gathering and consolidation of relevant information in support of monthly reports against each of the service lines.
• Provide management oversight and intellect in the interpretation retail and catering trading accounts and work with the service provider in developing the business to its optimum level.
• Ensure that all business process documentation pertinent to the Soft Service business is up to date and fit for purpose and also ensure that any changes necessary are undertaken.
• Support the Account Director with the Account NPS Survey results and associated NPS Survey Action Plan to maintain and/or improve the Account net promoter score(s)